Consumer and small business customers who are unable to resolve their issues relating to local, long distance, wireless and Internet-based products through established TELUS escalation processes may submit their complaint to the independent Commissioner of Complaints for Telecommunications Services (CCTS). The CCTS reporting period is from August to July and thus spans two of TELUS’ calendar-year fiscal periods.
In the 2010-11 reporting cycle, TELUS saw an increase in the number of complaints received. However, complaints filed against TELUS remain stable at only 17 per cent of the total complaints filed. Consumer awareness continues to increase as TELUS provides information about the CCTS in our published directories, on our websites and four times annually on TELUS billing statements. The CCTS also continues to be in the media spotlight, which has increased awareness of the organization as an alternative dispute resolution option for consumers. TELUS expects that the number of complaints filed against all telecommunications service providers with the CCTS will continue to grow as the organization becomes better known.
Eighty-six per cent of TELUS complaints filed with the CCTS in the 2010-11 reporting cycle were resolved or closed at the pre-investigation stage of the complaint resolution process, a material improvement over 2009-10 when 72 per cent of complaints were resolved at the pre-investigation stage. This improvement can be attributed to a greater commitment and process improvements with respect to customer escalation handling. The CCTS has a five-stage complaint handling process. During this same period, only four complaints reached the stage where the CCTS was of the view that TELUS did not meet its obligations toward the customer or had not offered a reasonable resolution. In addition, no complaints against TELUS went to the final stage wherein the CCTS Commissioner issues a public written decision.
CCTS complaints summary
| TELUS 2009-20101 | Total2 | TELUS 2010-20111 | Total2 | |
|---|---|---|---|---|
| Complaints accepted | 657 | 3,747 | 1,387 | 8,007 |
| TELUS Percentage of total | 18% | 17% | ||
| Pre-investigation: | ||||
| Resolved | 435 | 2,297 | 1,149 | 5,203 |
| Closed | 40 | 225 | 48 | 228 |
| Percentage closed at pre-investigation stage | 72% | 86% | ||
| Investigations: | ||||
| Resolved | 77 | 663 | 162 | 1,535 |
| Closed | 28 | 312 | 71 | 646 |
| Recommendations:2 | ||||
| Recommendations issued | 2 | 25 | 4 | 60 |
| Recommendations rejected | 0 | 4 | 0 | 10 |
| Decisions: | ||||
| Decisions issued | 0 | 4 | 0 | 10 |
| Decisions accepted | 0 | 4 | 0 | 2 |
| Decisions rejected | 0 | 0 | 0 | 8 |
| 1 | The CCTS reporting period is from August to July and thus spans two of TELUS’ calendar-year fiscal periods. |
| 2 | All participating service providers. |
| 3 | Recommendations: The complaint was fully investigated. Often, the service provider has not made an offer to informally resolve the complaint, or the offer is not found to be reasonable and fair in light of the specific circumstances of the complainant. As such, CCTS will make a recommendation requesting that the service provider take specific actions to resolve the matter. |
TELUS continues to work effectively with CCTS staff to resolve complaints in an expeditious manner. Our objective remains to ensure that TELUS complies with the CCTS requirement to respond fully to a complaint within 30 calendar days. For complaints filed with the Canadian Radio-television Telecommunications Commission (CRTC) related to TELUS’ regulated services, the number of days to respond has been reduced from 30 to 20 days pursuant to new Rules of Procedure. TELUS’ goal is to ensure that all CRTC complaints are responded to within this timeframe.