News : CCTS Report Reaffirms TELUS Receives Fewest Complaints
Vancouver, British Columbia, Nov 4, 2014 -- The Commissioner for Complaints for Telecommunications Services (CCTS) issued its 2013-2014 annual report, confirming that for the third consecutive year TELUS had significantly fewer complaints than other national carriers.
According to the report:
-- Based on TELUS' approximately 11 million applicable customer connections(1) across Canada, TELUS drew 653 consumer complaints. This represents only 5.8 per cent of the 11,340 total complaints received by the CCTS for all providers; -- TELUS' affiliated brand Koodo drew only 172 complaints. Both TELUS and Koodo individually received dramatically fewer complaints than the two largest national competitors and those competitors' affiliated brands; -- TELUS' total complaints are down 53 per cent since 2011, despite a 42 per cent increase in the total number of complaints filed with the CCTS during this period; -- Over the last year, TELUS had 26 per cent fewer complaints and Koodo had 13.6 per cent fewer complaints despite the fact that these brands together attracted hundreds of thousands of new wireless, Internet, and home phone customers since last year's report was issued; -- This is the third consecutive year that TELUS' Customers First approach has resulted in a substantial decline in the number of complaints submitted by TELUS customers to the CCTS.
As part of its commitment to delivering an exceptional customer experience, TELUS has drawn on past CCTS reports and direct customer feedback to implement numerous customer experience improvements.
The CCTS is responsible for assisting customers and telecommunications carriers resolve a wide range of complaints about products and services including home phone, long distance services, wireless services, wired and wireless Internet access, white page directories, directory assistance, and operator services.
Posted by Veronica Silva Cusi, news correspondent
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About TELUS International:
TELUS International - a global contact center outsourcing, BPO and ITO company with delivery centers around the world, including in Canada, the United States, Central America, Europe and Asia. TELUS International is the global arm of TELUS, one of Canada’s largest telecom companies.
About Commissioner for Complaints for Telecommunications Services:
The Commissioner for Complaints for Telecommunications Services, is a Canadian agency that addresses telecommunication services complaints. The CCTS is a non profit corporation incorporated under Canadian federal legislation. The Canadian Radio-television and Telecommunications Commission of Industry Canada, Canada’s telecommunications regulators, (counterpart of the US Federal Communications Commission (FCC)) ordered all providers with annual Canadian telecom revenues greater than $10 million to participate in the Commissioner for Complaints for Telecommunications Services and to provide its funding.
Published: Wednesday, November 5, 2014