Prepared for the Canadian Radio-television and Telecommunications Commission
Supplier Name: Phoenix SPI
Contract Number: CW2247024
Award Date: 2022-11-03
Contract Value: $113,466.13 (including applicable taxes)
Delivery Date: 2023-03-27
Registration Number: POR 075-22
For more information on this report, please contact the CRTC at rop-por@crtc.gc.ca.
Ce rapport est aussi disponible en français.
Public Opinion Research on the CRTC’s Consumer Protection Codes 2023
Final Report
Prepared for Canadian Radio-television and Telecommunications Commission
Supplier name: Phoenix SPI
Registration Number: POR 075-22
This public opinion research report presents the results of a 15-minute random digit dialing (RDD) telephone survey of 1,671 Canadians aged 18 years of age and older. The fieldwork was conducted from December 1 to December 22, 2022.
Cette publication est aussi disponible en français sous le titre: Recherche sur l’opinion publique concernant les Codes de protection des consommateurs du CRTC 2023
Permission to Reproduce
This publication may be reproduced for non-commercial purposes only. Prior written permission must be obtained from the CRTC. For more information on this report, please contact the CRTC at rop-por@crtc.gc.ca or at:
Canadian Radio-television and Telecommunications Commission (CRTC)
1 Promenade du Portage
Gatineau, Quebec J8X 4B1
Catalogue Number:
BC92-117/2023E-PDF
International Standard Book Number (ISBN):
978-0-660-47521-9
Related publication (Registration Number: POR 075-22):
Catalogue Number: BC92-117/2023F-PDF (French version)
ISBN: 978-0-660-47522-6 (French version)
© His Majesty the King in Right of Canada, as represented by the Canadian Radio-television and Telecommunications Commission, 2023
The Canadian Radio-television and Telecommunications Commission (CRTC) commissioned Phoenix Strategic Perspectives (Phoenix SPI) to conduct quantitative public opinion research (POR) with Canadians on the consumer protection codes.
The purpose of this research was to track Canadians’ awareness of and satisfaction with the Wireless Codes, TVSP Code, and Internet Code. The specific objectives of this POR were to: better understand issues that affect Canadians the most as they relate to their wireless, TV and Internet services; obtain data to assess whether the Wireless Code, TVSP Code, and Internet Code are continuing to meet their objectives; obtain data regarding awareness of the three Consumer Protection Codes; and measure Canadians’ perceptions of the CRTC.
A 15-minute random digit dialling (RDD) telephone survey was administered to 1,671 Canadians1, 18 years of age or older, between December 1 and 22, 2022. The sample frame was geographically disproportionate to improve the accuracy of specific regional results. Based on a sample of this size, the overall results can be considered accurate within ±2.7%, 19 times out of 20 (adjusted to reflect the geographically disproportionate sampling). The margins of error are greater for results pertaining to subgroups of the total sample.
Consumer Protection Codes
Recall of the Wireless, Internet and TV Service Provider Codes, collectively referred to as consumer protection codes, largely remains unchanged from last year. Overall, 17% of Canadians either clearly or vaguely recalled hearing or seeing something about these Codes as compared to 20% in 2022.
Wireless Plans
Two-thirds (66%) of Canadians use an individal wireless plan and one-third (32%) use a family or shared plan. Eighty-nine percent of Canadians have chosen a postpaid wireless service plan (down slightly from 2022 when 92% reported having such a plan). The incidence of prepaid service plans holds steady (8% compared to 7% in 2022 and 9% in 2021).
Wireless Data Usage
After a small increase between 2021 and 2022, the number of wireless plans with data has not changed year over year: almost nine in 10 (88%) Canadians have a service plan that includes data. Limited data plans continue to be the most common type of plan reported by Canadians, with 63% (unchanged from 2022) saying there is a monthly data limit attached to their plan.
More than three-quarters (77%) of Canadians who have a wireless plan with data said they use Wi-Fi when available to manage or limit their data use. Following this, three in 10 (30%) reduce their data use after getting a notification that they are nearing their limit, while significantly fewer (15%) use tools to track their data use. This year marks a large decline in the proportion of Canadians taking these actions to manage or limit data.
Managing Wireless Data
Most Canadians (83%) continue to find it easy to manage their data. Underscoring this, very few (9%) Canadians have paid data overage fees in the past 12 months and just two in 10 (17%) have experienced an unexpectedly high bill (‘bill shock’) during the last year. Exactly one-third of those who experienced bill shock said this was due to data overage fees (down from 56% in 2019). Consistent with previous years, the majority of those who experienced bill shock were charged less than $50 (27%) or between $50 and $100 (35%).
Wireless Complaints
The incidence of filing a complaint about wireless services has been consistent over the past few years, ranging from 15% this year to 17% in 2020, and is significantly lower than in 2014 when 26% reported making a complaint. For those who filed a complaint, the single largest proportion (43%) pointed to inadequate service, followed by incorrect charges on their bill (36%), and data changes (14%).
Ninety-two percent of those who filed a complaint did so directly with their service provider. Very few (6%) made the complaint to both their provider and the Commission for Complaints for Telecom-television Services (CCTS).
Wireless Contracts
Over time, the proportion of Canadians who understand their contract is increasing, from a low of 57% in 2020 to this year’s high of 64%. Consistent with 2022, fewer Canadians (46%) have a clear understanding of their trial period.
Just over one in 10 (13%) Canadians have had their service provider make changes to their plan without expressly making them aware of new the terms and conditions. Although this represents a small decline since 2022 (down 4%), over time, the proportion of Canadians reporting changes of this nature has remained relatively consistent, from a low of 12% in 2018 to a high of 17% in 2022.
Television Service Provider Code
Nearly two-thirds (64%) of Canadians subscribed to a TV provider find their contract clear and easy to understand. Over the last five years, the proportion of Canadians who found their contract clear and easy to understand has gradually increased, from 54% in 2019 to 59% in 2021 to 64% in 2023. Consistent with 2022, three in 10 (30%) Canadians subscribed to a TV service said they were informed about their provider’s basic service package (down from a high of 55% recorded in 2021).
Two in 10 (21%) Canadians subscribed to a TV service filed a complaint about their TV services in the last 12 months. This represents a slight decrease since last year when 25% reported having file a complaint over the past year. For those who filed a complaint against their TV provider, exactly half complained of inadequate quality of service. Beyond this, others complained of incorrect charges on their bill (30%), and changes to pricing or channel package without notice from their provider (12%).
Internet Code
Two-thirds (65%) of Canadians subscribed to a home Internet service reported that their contract is clear and easy to understand. This is unchanged from 2022. Two in 10 (21%; down from 27% last year) Canadians filed a complaint about their Internet services in the last 12 months. Among those who filed a complaint about their internet services, nearly half (45%) questioned the legitimacy or amount they were charged for early cancellation of their contract. Other reasons included inadequate quality of service (28%), followed by incorrect charges on their bill (18%), and service calls (12%).
CRTC
Approximately one-third of Canadians feel well (24%) or very well (7%) informed about the mandate and role of the CRTC. This represents a decline since 2022 when 38% of considered themselves informed about the CRTC. After remaining stable since 2019, Canadians’ impressions of the CRTC have declined this year, with one-quarter (26%) holding a somewhat or very favourable view of the CRTC (compared to 33% in 2022).
Concluding Observations
The results will be used to: 1) inform the actions the CRTC should take to ensure that Canadians have the tools they need to understand their wireless service contracts and related rights; 2) identify potential gaps in the Wireless Code; and 3) serve as a measure of Canadians’ awareness and satisfaction with the Wireless Code, TVSP Code, and Internet Code over time.
The contract value was $113,466.13 (including applicable taxes).
I hereby certify as a Senior Officer of Phoenix Strategic Perspectives that the deliverables fully comply with the Government of Canada political neutrality requirements outlined in the Communications Policy of the Government of Canada and Procedures for Planning and Contracting Public Opinion Research. Specifically, the deliverables do not contain any reference to electoral voting intentions, political party preferences, standings with the electorate, or ratings of the performance of a political party or its leader.
Alethea Woods
President
Phoenix Strategic Perspectives Inc.
In June 2013, the CRTC established the Wireless Code, a mandatory code of conduct for providers of retail mobile wireless voice and data services. The purpose of the Wireless Code is to make it easier for Canadians to understand their mobile contracts, to switch service providers, and to prevent bill shock.
The CRTC indicated in the Wireless Code Decision that it would evaluate the effectiveness of the Code over time and that the results of this evaluation would form part of a formal review of the Wireless Code. According to the Wireless Code Decision, the formal review would be initiated within three years of the implementation of the Code. In June 2017, the CRTC completed a formal review and announced multiple changes to the Wireless Code.
In order to track the effectiveness of the Wireless Code and Canadians’ opinions over time, the CRTC regularly conducts public opinion research (POR). In 2014, the CRTC conducted baseline POR on the Wireless Code; the preliminary data collected was used to establish benchmarks for future evaluations. This POR has been repeated every year since 2014 to gather data on how Canadians’ understanding of wireless service contracts and related rights has changed between the implementation of the Wireless Code and the review.
Since the baseline POR in 2014, additional questions concerning Canadians’ perception of the CRTC have been added to the survey, as well as questions to explore relevant topics, such as the CRTC’s Television Service Provider (TVSP) Code (Broadcasting Regulatory Policy CRTC 2016-1) that came into effect on September 1, 2017 (added in the spring 2018 POR); and the Internet Code (Telecom Regulatory Policy CRTC 2019-269), which came into effect on January 31, 2020 (added to the POR in 2021. In addition, questions related to the TVSP Code and Internet Code have been modified to address changing information needs and questions related to the Wireless Code have been added as needed to, for example, measure the adoption of “device rental plans” by Canadians (also added to the 2021 POR).
The purpose of this research is to collect data will help the CRTC to understand Canadians’ awareness of and satisfaction with the Wireless Code, TVSP Code, and Internet Code. The specific objectives of this year’s POR were to: better understand issues that affect Canadians the most as they relate to their wireless, TV and Internet services; obtain data to assess whether the Wireless Code, TVSP Code, and Internet Code are continuing to meet their objectives, which include ensuring that consumers are empowered to make informed decisions; measure Canadians’ perceptions of the CRTC and how it is changing over time; and obtain data regarding awareness of the three Consumer Protection Codes.
To meet these objectives, this POR targeted the following population subgroups: Canadians with wireless plans; Canadians without wireless plans; Canadians under contract with a TV service provider; and Canadians under contract with an Internet service provider (ISP). The results will be used to: 1) inform the actions the CRTC should take to ensure that Canadians have the tools they need to understand their wireless service contracts and related rights; 2) identify potential gaps in the Wireless Code; and 3) serve as a measure of Canadians’ awareness and satisfaction with the Wireless Code, TVSP Code, and Internet Code over time.
A random digit dialling (RDD) telephone survey was administered to 1,671 Canadians, 18 years of age or older, between December 1 and 22, 2022. The survey averaged 15 minutes to complete. An overlapping dual-frame (landline and cell phone) sample was used to minimize coverage error.2 The sample frame was geographically disproportionate to improve the accuracy of regional results. Based on a sample of this size, the overall results can be considered accurate within ±2.7%, 19 times out of 20 (adjusted to reflect the geographically disproportionate sampling). The margins of error are greater for results pertaining to subgroups of the total sample. For a more complete description of the methodology, refer to the Appendix: 1. Technical Specifications.
Recall of the Wireless, Internet and TV Service Provider Codes, collectively referred to as consumer protection codes, largely remains unchanged from 2022. Overall, 17% of respondents either clearly or vaguely recalled hearing or seeing something about these Codes as compared to 20% in 2022. Eighty percent of respondents did not recall having seen or heard about these Codes, up from 76% recorded in 2022.
Respondents were informed that the Wireless Code, Internet Code, and TV Service Provider Code were created to make contracts easier to understand and to contribute to a more dynamic marketplace before being asked whether they recalled hearing or seeing anything about these Codes.
Figure 1: Recall of consumer protection codes
This horizontal bar graph shows the proportion of respondents familiar with consumer protection codes. The 1,671 respondents in 2023 answered as follows:
The respondents 1,570 in 2022 answered as follows:
WC1. The Wireless Code, Internet Code, and TV Service Provider Code were created to make contracts easier to understand and to contribute to a more dynamic marketplace. To what extent, if any, would you say you recall hearing or seeing anything about these Codes? Would you say you clearly recall, vaguely recall or do not recall? Base: all respondents
Gender, level of education and ethnicity play a factor in recall of the consumer protection codes. Specifically, awareness is lower among women (82% do not recall versus 79% of men), respondents with a high school diploma or less (86% do not recall versus 78% of those who have completed at least some post-secondary education), and members of racialized communities (84% do not recall versus 78% of non-racialized respondents).
Nearly nine in 10 (88%) Canadians reported owning a cell phone, smartphone, or other wireless device. Ownership was higher among those living in Ontario (92% versus 84% to 88% of those living elsewhere in the country), respondents under the age of 65 (90% versus 84% of respondents aged 65+), and higher income households (94% of households with annual incomes of $100,000 to just under $150,000 versus 82% of households with an annual income under $40,000).
Two-thirds (66%) of Canadians use an individal wireless plan and one-third (32%) use a family or shared plan. Usage has been fairly stable since 2018, with the proportion of Canadians using each type of plan varying by three percent or less year over year.
Figure 2: Type of wireless plan: individual vs. family/shared
This line graph shows the proportion of people over time who have either an individual phone plan, or a shared plan. The 1,426 respondents in 2023 answered as follows:
The 1,389 respondents in 2022 answered as follows:
The 1,371 respondents in 2021 answered as follows:
The 1,306 respondents in 2020 answered as follows:
The 1,322 respondents in 2019 answered as follows:
The 1,111 respondents in 2018 answered as follows:
The 1,277 respondents in the fall of 2016 answered as follows:
The 925 respondents in the spring of 2016 answered as follows:
The 1,005 respondents in 2015 answered as follows:
WC2. Is it an individual plan or a family or shared plan?
Base: n=1,426; respondents with cell or wireless phone service contract or plan
As annual household income increased, the likelihood of being enrolled in an individual plan decreased, from 76% of Canadians reporting a household income of under $40,000 to 53% of those with incomes of $150,000 and above. This is consistent with 2022, when lower income households were more likely to have individual plans. In addition, the following groups of respondents are more likely to have individual plans: those who live in Quebec (73%) compared to Atlantic Canada (58%), Ontario (65%) and the Prairies (61%); 18- to 34-year-olds (72%) and those aged 65+ (72%); and men (69%).
For Canadians on a shared wireless plan, half (53%) said their shared plan includes two members. Possibly a function of stage of life, the likelihood of having two members increased with age, from 41% of 18- to 34-year-olds to 75% of those aged 65+. Among the rest, one-quarter (24%) reported three members on their shared plan and smaller numbers have four (12%) or five or more (9%) members.
Figure 3: Number of members on the shared plan
This horizontal bar graphs depicts how many members are on a shared plan. The 486 respondents on a family/shared plan in 2023 answered the following:
WC3. How many members are on your shared plan? Base: n=486; respondents with a shared plan
Eighty-nine percent of Canadians have chosen a postpaid wireless service plan (down slightly from 2022 when 92% reported having such a plan). Over time, this figure has remained largely unchanged since 2018. Prepaid services also hold steady (8% compared to 7% in 2022 and 9% in 2021). Consistent with the previous year, seniors aged 65+ are more likely to be enrolled in a prepaid plan (14% compared to 9% of 18- to 34-year-olds).
Figure 4: Type of wireless plan: prepaid vs. postpaid
This line graph shows the proportion of people who have a postpaid or a prepaid service plan over time. The 1,470 respondents in 2023 answered as follows:
The 1,389 respondents in 2022 answered as follows:
The 1,371 respondents in 2021 answered as follows:
The 1,306 respondents in 2020 answered as follows:
The 1,322 respondents in 2019 answered as follows:
The 1,111 respondents in 2018 answered as follows:
The 1,277 respondents in the fall of 2016 answered as follows:
The 925 respondents in the spring of 2016 answered as follows:
The 1,005 respondents in 2015 answered as follows:
WC4. And, is it a monthly plan, or a prepaid or pay-as-you-go plan? Base: respondents who are subscribed to a wireless service plan
When it comes to postpaid plans, as household income increased so too did the likelihood of being enrolled in a monthly plan, from 84% of those with a household income of under $40,000 to 96% of those with a household income of $150,000 and over.
The majority of wireless plans continue to include calling minutes (84%), data (88%), and text messaging (94%). The inclusion of text messaging in wireless plans has remained steady since 2019. After a small increase between 2021 and 2022, the number of wireless plans with data has not changed year over year and continues to surpass the number of plans with calling minutes (84%).
Figure 5: Wireless plan features
This line graph shows the characteristic of wireless phone plans over time. The 1,471 respondents in 2023 answered the following:
The 1,389 respondents in 2022 answered as follows:
The 1,371 respondents in 2021 answered as follows:
The 1,306 respondents in 2020 answered as follows:
The 1,322 respondents in 2019 answered as follows:
The 1,111 respondents in 2018 answered as follows:
The 1,277 respondents in the fall of 2016 answered as follows:
The 925 respondents in the spring of 2016 answered as follows:
The 1,005 respondents in 2015 answered as follows:
WC5. Which of the following are included in your wireless plan? [Multiple responses accepted] Base: respondents who are subscribed to a wireless service plan.
The following demographic differences are noteworthy:
Phone acquisition remains consistent year over year, with Canadians evenly split between purchasing a new phone from their wireless service provider (44% versus 46% in 2022) and bringing their own device (BYOD; 43% versus 42% in 2022). Eleven percent said they rented or leased their phone from their provider (versus 9% in 2022). While the data suggests that new phone purchases are on the decline in favour of rentals and BYOD3, more time is needed to confirm such a trend.
Figure 6: Type of device
This line graph shows the types of new device acquisition among respondents over time. The 1,471 respondents who own a cell phone in 2023 answered as follows:
The 1,389 respondents who own a cell phone in 2022 answered as follows:
The 1,371 respondents who own a cell phone in 2021 answered as follows:
The 1,306 respondents who own a cell phone in 2020 answered as follows:
The 1,322 respondents who own a cell phone in 2019 answered as follows:
WC6. When you signed up for your latest wireless plan, did you bring your own device, or did you buy, rent or lease a new phone from your wireless provider? Base: respondents subscribed to a wireless service plan
The following demographic differences are noteworthy:
Among those who bought or rented a new phone, approximately two in 10 (18%) paid full price and this proportion continues to increase (up slightly from 15% in 2022 and significantly from 9% in 2021). Those aged 65+ (22%) were more likely than 35- to 54-year-olds (14%) to have paid their service provider full price for their phone.
The number of Canadians choosing to start a tab balance to purchase a new phone continues to decline, from a high of 51% in 2021 to 42% in 2022 to 35% this year. Those living in Quebec were less likely to choose a tab balance contract (18% compared to 34% to 45% of Canadians living elsewhere), as were seniors aged 65+ (22% versus 33% of 55- to 64-year-olds, 37% of 35- to 54-year-olds and 44% of 18- to 34-year-olds).
Three in 10 (30%) are receiving a reduction off the price of a new device when purchasing from their wireless provider (virtually unchanged from 28% in 2022). Compared to those from Ontario (26%) and the Prairies (29%), respondents from Quebec (40%) were more likely to report having received a discount.
The proportion of Canadians subscribing to a device rental or return plan has nearly doubled this year, from 11% in 2022 to 21% in 2023.
Figure 7: Type of new phone acquisition
This horizontal bar graph shows the proportion respondents who either bought or rented a new phone from their wireless provider. The 825 respondents in 2023 who purchased or rented a new phone from their wireless provider answered as follows:
The 795 respondents in 2022 who purchased or rented a new phone answered as follows:
The 1,371 respondents in 2021 who purchased or rented a new phone answered as follows:
The 801 respondents in 2020 who purchased or rented a new phone answered as follows:
The 840 respondents in 2019 who purchased or rented a new phone answered as follows:
***Not a response option in 2019, 2020, 2021
WC7. Which of the following did you do: …? [Multiple responses accepted] Don’t Know: 9% 2019, 2020, 2021, 2022-Jan; 10% 2022-Dec. Base: respondents who bought or rented a new phone from their wireless provider.
As reported earlier, almost nine in 10 (88%) Canadians subscribe to a wireless service plan that has data.
Among those with data included in their plan, limited data plans continue to be the most common type of plan reported by Canadians, with 63% (unchanged from 2022) saying there is a monthly data limit attached to their plan. The increasing trend towards unlimited data reported in 2022 has halted, with 18% (down 3% year over year) saying they are subscribed to a wireless service plan with unlimited data. Those living in the Prairies (25%), aged 55+ (22%) and from non-racialized communities (20%) were more likely to report having a wireless plan with unlimited data.
Figure 8: Type of data included in wireless plan
This line graph shows the type of data included in wireless plans over time. The 1,273 respondents in 2023 answered as follows:
The 1,211 respondents in 2022 answered as follows:
The 1,144 respondents in 2021 answered as follows:
The 1,054 respondents in 2020 answered as follows:
The 1,076 respondents in 2019 answered as follows:
WC8. Some wireless plans have unlimited data and some have limited data. When a plan includes a monthly data limit, you may have to pay data overage fees if you use more data in a month than is included in your plan. How much data is currently included in your plan each month? Base: respondents subscribed to a wireless service plan that includes data.
Very few (3%) respondents have less than 1 GB of data included in their plan, and even fewer (1%) have 100 GB or more included. One-third reported having a limited data plan that includes 1-5 GB (16%) or 6-10 GB (16%) while one-quarter said they have a limit of 11-20 GB (13%) or 21-99 GB (11%).
Figure 9: Amount of data included in monthly plan
This horizontal bar graph shows the monthly data limit among respondents with a limited data plan. Cell phone owners with a limited data plan in 2023 answered as follows:
WC9. Some wireless plans have unlimited data and some have limited data. When a plan includes a monthly data limit, you may have to pay data overage fees if you use more data in a month than is included in your plan. How much data is currently included in your plan each month? Base: n=1,273; respondents subscribed to a wireless service plan that includes data.
More than three-quarters (77%) of Canadians who have a wireless plan with data said they use Wi-Fi when available to manage or limit their data use. Following this, three in 10 (30%) reduce their data use after getting a notification that they are nearing their limit, while significantly fewer (15%) use tools to track their data use. This year marks a large decline in the proportion of Canadians taking these actions to manage or limit data.
Figure 10: Activities to manage or limit data use
This line graph shows the proportion of respondents who engage in activities to manage or limit their data use over time. The 988 respondents in 2023 with a wireless service plan that includes data answered as follows:
The 947 respondents in 2022 with a wireless service plan that includes data answered as follows:
The 966 respondents in 2021 with a wireless service plan that includes data answered as follows:
The 898 respondents in 2020 with a wireless service plan that includes data answered as follows:
The 971 respondents in 2019 with a wireless service plan that includes data answered as follows:
The 651 respondents in 2018 with a wireless service plan that includes data answered as follows:
The 831 respondents in 2016 with a wireless service plan that includes data answered as follows:
WC9. Which of the following activities, if any, do you use to manage or limit your data use? [Multiple responses accepted] Base: respondents subscribed to a wireless service plan and whose plan includes data.
Respondents age 55+ were less likely than younger respondents to report using Wi-Fi when available (70%), reducing data use after receiving a notification (22%) and using tools to track their data use (9%).
Canadians continue to find it easy to manage their data each month. Just over eight in 10 (83%) consider this easy (scores of 5, 6 or 7 on a 7-point scale).
Those living in British Columbia (66%) were more likely to say they found it ‘extremely easy’ to manage their data usage each month when compared to those from Ontario (55%) and the Prairies (52%).
Figure 11: Ease of managing data use
This line graph shows the proportion of respondents who find it easy, or difficult, to manage their data use over time. The 1,260 respondents in 2023 with a wireless service plan that includes data answered as follows:
The 1,205 respondents in 2022 with a wireless service plan that includes data answered as follows:
The 1,139 respondents in 2021 with a wireless service plan that includes data answered as follows:
The 1,139 respondents in 2020 with a wireless service plan that includes data answered as follows:
The 1,069 respondents in 2019 with a wireless service plan that includes data answered as follows:
The 792 respondents in 2018 with a wireless service plan that includes data answered as follows:
WC10. How easy do you find it to manage the data used by yourself and/or your family each month? Please use a 7-point scale where 1 means extremely difficult and 7 means extremely easy. Base: respondents subscribed to a wireless service plan and whose plan includes data.
Three-quarters of Canadians subscribed to a wireless service plan that includes data have not paid any data overage fees in the past 12 months. This extends the trend that started in 2021, when the proportion of respondents not paying data overage fees increased significantly, from 59% in 2020 to 73% in 2021. Although relatively few have paid data overage fees, most who have, have done so one to two times (17%).
Those aged 55+ (81% compared to 72% of those under the age of 55) were more likely to say they have never paid data overage fees. Conversely, the following were less likely to report having never paid these fees: members of racialized communities (70%); those who have experienced ‘bill shock’ (45%); and those who have filed a complaint about their wireless (65%) or Internet (68%) services.
Figure 12: Number of times data overage fees paid in the past 12 months
This line graph shows the frequency of data overage fees paid in the past 12 months and is compared over time. The 1,260 respondents in 2023 with a wireless service plan that includes data answered as follows:
The 1,205 respondents in 2022 with a wireless service plan that includes data answered as follows:
The 1,139 respondents in 2021 with a wireless service plan that includes data answered as follows:
The 1,039 respondents in 2020 with a wireless service plan that includes data answered as follows:
The 1,069 respondents in 2019 with a wireless service plan that includes data answered as follows:
The 796 respondents in 2018 with a wireless service plan that includes data answered as follows:
The 831 respondents in 2016 with a wireless service plan that includes data answered as follows:
WC11. In the past 12 months, how often have you paid data overage fees? Base: respondents subscribed to a wireless service plan and whose plan includes data.
Eight in 10 (81%) Canadians subscribed to a wireless service plan have not experienced a surprisingly high bill (‘bill shock’) during the last year. The proportion of Canadians who have experienced bill shock (17%) continues to trend down, despite a very small increase in 2022.
Consistent with previous years, younger and middle-aged respondents were more likely to experience bill shock (19% of 18- to 34-year-olds and 21% of 35- to 54-year-olds) compared to those aged 55 and older (13%). In addition, members of a racialized community were more likely to report bill shock in the last year (23% versus 14% of others). Regionally, those from Ontario (19%) and the Prairies (18%) were more likely to have experienced bill shock than those from Quebec (12%). Households reporting annual incomes of $150,000 or more (25%) were also more likely to have experienced this compared to middle income households (10% of those from households with incomes of $40,000 to just under $60,000 and 17% from households with incomes of $60,000 to just under $100,000).
Figure 13: Experience with ‘bill shock’
This line graph shows the proportion of respondents who have experienced bill shock over time. The 1,471 respondents in 2023 subscribed to a wireless service provider answered as follows:
The 1,389 respondents in 2022 answered as follows:
The 1,371 respondents in 2021 answered as follows:
The 1,306 respondents in 2020 answered as follows:
The 1,322 respondents in 2019 answered as follows:
The 1,111 respondents in 2018 answered as follows:
The 1,277 respondents in the fall of 2016 answered as follows:
The 925 respondents in the spring of 2016 answered as follows:
The 1,005 respondents in the spring of 2015 answered as follows:
The 1,016 respondents in the spring of 2014 answered as follows:
WC12. During the last year, have you experienced ‘bill shock, meaning a surprisingly high bill? Base: respondents subscribed to a wireless service provider.
Exactly one-third of those who experienced bill shock in the past year said this was due to data overage fees. Although the number of individuals experiencing bill shock due to data overage fees has not changed in the past year, changes over time have been more significant. The number of Canadians reporting data overage fees peaked in 2019 and then began a downward trend the following year (-6% in 2020; -9% in 2021; -7% in 2022). Compared to 2019, the proportion of Canadians attributing their bill shock to data overage fees has declined 23 percent, from 56% to 33% in 2023.
Following this, others experienced higher than typical bills due international travel (18%; up from 7% in 2020 and 9% in 2022 during the height of the COVID-19 global pandemic), billing issues (17%; up from 9% in 2022), and/or unexpected fees (10%; up from 5% in 2022). Long distance overages continue to decline from the high of 16% in 2021 to 5% in 2023.
Figure 14: Top reasons for ‘bill shock’
This horizontal bar graph shows the top reasons for bill shock over time. The 235 respondents in 2023 subscribed to a wireless service plan and experienced bill shock in the last 12 months answered as follows:
The 253 respondents in 2022 who experienced bill shock answered as follows:
The 201 respondents in 2021 who experienced bill shock answered as follows:
The 261 respondents in 2020 who experienced bill shock answered as follows:
The 320 respondents in 2019 who experienced bill shock answered as follows:
The 311 respondents in 2018 who experienced bill shock answered as follows:
The 285 respondents in 2016 who experienced bill shock answered as follows:
WC13. What was the main reason for the ‘bill shock’ you experienced? [Multiple responses accepted] Base: respondents subscribed to a wireless service provider and who experienced ‘bill shock’ in the last 12 months.
For those who experienced bill shock, the majority were charged less than $50 (27%) or between $50 and $100 (35%). This is consistent with previous years.
Figure 15: Amount of unexpected charges on bill
This line graph displays the amount of the unexpected charges among respondents who experienced bill shock. The 235 respondents in 2023 who experienced bill shock answered as follows:
The 253 respondents in 2022 who experienced bill shock answered as follows:
The 201 respondents in 2021 who experienced bill shock answered as follows:
The 261 respondents in 2020 who experienced bill shock answered as follows:
The 320 respondents in 2019 who experienced bill shock answered as follows:
The 211 respondents in 2018 who experienced bill shock answered as follows:
The 285 respondents in 2016 who experienced bill shock answered as follows:
WC14. What was the amount of the unexpected charges on your bill? Base: respondents subscribed to a wireless service provider and who experienced bill shock in the last 12 months.
Roughly half (49%) of those subscribed to a wireless service provider find it easy (scores of 5, 6, or 7 on a 7-point scale) to manage roaming charges when travelling. This is virtually unchanged from 2022, when 51% reported being able to manage roaming fees. Though many find managing roaming charges easy, nearly two in 10 (17%) find it difficult (scores of 1, 2, or 3 on a 7-point scale).
Figure 16: Level of difficulty managing charges when travelling
This line graph displays the proportion of respondents who find it easy, or difficult, to manage charges while travelling. The 1,471 respondents subscribed to a wireless plan in 2023 answered as follows:
The 1,389 respondents in 2022 subscribed to a wireless plan answered as follows:
The 1,371 respondents in 2021 subscribed to a wireless plan answered as follows:
The 1,306 respondents in 2020 subscribed to a wireless plan answered as follows:
The 1,322 respondents in 2019 subscribed to a wireless plan answered as follows:
The 1,111 respondents in 2018 subscribed to a wireless plan answered as follows:
The 1,277 respondents in the fall of 2016 subscribed to a wireless plan answered as follows:
WC15. If you use your plan while travelling, you may be charged roaming fees. How easy do you find it to manage your roaming charges when you are travelling? Please use a 7-point scale where 1 means extremely difficult and 7 means extremely easy. Base: respondents subscribed to a wireless service provider.
Younger and middle-aged respondents were more likely to find it easy to manage their roaming charges (54% of 18- to 34-year-olds and 51% of 35- to 54-year-olds compared to 43% of those aged 55+). This was also the case for those from households reporting annual incomes of $60,000 or more (55% said it is easy compared to 39% of those from households reporting annual incomes of under $40,000). Not surprisingly, those who have experienced bill shock (33% versus 14% of those who have not) or who have made a complaint about their wireless service (34% versus 14%) were more likely to find it difficult to manage roaming charges.
The incidence of filing a complaint about wireless services has been consistent over the past few years, ranging from 15% this year to 17% in 2020, and is significantly lower than in 2014 when 26% reported making a complaint.
Figure 17: Wireless service complaints made in the past 12 months
This line graph shows the proportion of wireless service customers who made a complaint in the past 12 months. The 1,471 respondents subscribed to a wireless service plan in 2023 answered as follows:
The 1,389 respondents subscribed to a wireless service plan in 2022 answered as follows:
The 1,371 respondents subscribed to a wireless service plan in 2021 answered as follows:
The 1,306 respondents subscribed to a wireless service plan in 2020 answered as follows:
The 1,322 respondents subscribed to a wireless service plan in 2019 answered as follows:
The 1,111 respondents subscribed to a wireless service plan in 2018 answered as follows:
The 1,277 respondents subscribed to a wireless service plan in the fall of 2016 answered as follows:
The 925 respondents subscribed to a wireless service plan in the spring of 2016 answered as follows:
The 1,005 respondents subscribed to a wireless service plan in 2015 answered as follows:
The 1,016 respondents subscribed to a wireless service plan in 2014 answered as follows:
WC16. Have you made a complaint about your wireless services in the past 12 months? Base: respondents subscribed to a wireless service provider.
Members of racialized communities (21% versus 12% of others) and those living in urban areas (16% versus 8% of those living in rural areas) were more likely to have made a complaint. Regionally, respondents from Quebec (95%) were more likely to have not filed a complaint in the last year. Not surprisingly, those who experienced bill shock (37% versus 10% of those who have not), as well as those who filed a complaint about TV (25% versus 10%) or Internet (35% versus 10%) services were more likely to have also made a complaint about their wireless services in the last year.
The single largest proportion of respondents who filed a complaint with their wireless service provider pointed to inadequate quality of service (43%) as the reason for the complaint. This was followed by just over one-third (36%) who filed a complaint due to incorrect charges on their bill. Other reasons were mentioned by small numbers and can be found in figure 18.
Figure 18: Reasons for complaints
This horizontal bar graph shows the main reasons respondents filed a complaint against their service provider. The 207 respondents in 2023 who filed a complaint with their wireless service provider answered as follows:
WC17. What was your complaint about? [Multiple responses accepted] Base: n=207; respondents subscribed to a wireless service provider who filed a complaint. Don’t know: 2%
The proportion of respondents pointing to the top three complaints against wireless service providers varies significantly over time.
Figure 19: Top reasons for complaints: Over Time
This line graph compares the top reasons for complaints against wireless service providers over time. The 207 respondents in 2023 who filed a complaint with their wireless service provider answered as follows:
The 224 respondents in 2022 who filed a complaint with their wireless provider answered as follows:
The 203 respondents in 2021 who filed a complaint with their wireless provider answered as follows:
The 222 respondents in 2020 who filed a complaint with their wireless provider answered as follows:
The 255 respondents in 2019 who filed a complaint with their wireless provider answered as follows:
The 183 respondents in 2018 who filed a complaint with their wireless provider answered as follows:
WC17. What was your complaint about? Base: respondents subscribed to a wireless service provider who filed a complaint.
Consistent with previous years, most (92%) of those who filed a complaint against their wireless service provider did so directly with their provider. Very few (6%; up 4% since 2022) made the complaint to both their provider and the Commission for Complaints for Telecom-television Services (CCTS). Once again, no one filed a complaint only to the CCTS. The role of the CCTS is to review complaints from those not satisfied with the response from the service provider.
Figure 20: Complaints to wireless service provider
This line graph shows the proportion of respondents who filed a complaint directly with their wireless service provider, with the CCTS, or both. The 207 respondents in 2023 who filed a complaint against their wireless provider answered as follows:
The 224 respondents in 2022 who filed a complaint against their wireless provider answered as follows:
The 203 respondents in 2021 who filed a complaint against their wireless provider answered as follows:
The 222 respondents in 2020 who filed a complaint against their wireless provider answered as follows:
The 255 respondents in 2019 who filed a complaint against their wireless provider answered as follows:
The 183 respondents in 2018 who filed a complaint against their wireless provider answered as follows:
WC18. Who did you complain to? Was it your service provider, the Commission for Complaints for Telecom-television Services, also known as the CCTS, or both? Base: respondents subscribed to a wireless service provider who filed a complaint. **Low base; data suppressed.
Nearly two-thirds (64%) of Canadians find their wireless contract clear and easy to understand (scores of 5, 6 or 7 on a 7-point scale). Over time, the proportion of Canadians who understand their contract is increasing, from a low of 57% in 2020 to this year’s high of 64%. In contrast, approximately two in 10 (18%) Canadians found their contract unclear. Very few volunteered that they never read the agreement (4%) or do not have a contract (1%).
Figure 21: Ease of understanding wireless contract
This horizontal bar graph shows respondents’ level of ease of understanding their wireless contracts. The 1,471 respondents in 2023 subscribed to a wireless plan answered as follows:
The 1,389 respondents in 2022 subscribed to a wireless plan answered as follows:
The 1,371 respondents in 2021 subscribed to a wireless plan answered as follows:
The 1,306 respondents in 2020 subscribed to a wireless plan answered as follows:
The 1,322 respondents in 2019 subscribed to a wireless plan answered as follows:
The 1,111 respondents in 2018 subscribed to a wireless plan answered as follows:
WC19. Do you find your contract clear and easy to understand? Please use a 7-point scale where 1 means extremely unclear and difficult to understand and 7 means extremely clear and easy to understand. Base: respondents subscribed to a wireless service provider.
Those who have a shared plan (22% versus 16% of those with an individual plan) as well as those who find managing their data difficult (43% versus 15% of those who find it easy) were more likely to say their contract is unclear and difficult to understand. In addition, those who experienced bill shock (35% versus 14% of those who have not) or who filed a complaint about their wireless provider (34% versus 15% of those who have not), TV (25% versus 16%) or Internet (26% versus 16%) services were also more likely to find their contract unclear and difficult to understand.
The proportion of Canadians who consider the explanation of their trial period to be clear (46%; scores of 5, 6 or 7 on a 7-point scale) is virtually unchanged since 2022. In contrast, a significant minority (30%) found the explanation of the trial period to be unclear. Very few volunteered that they never read the agreement (2%) or do not have a contract (2%) or trial period (1%).
As with other related measures, those who find managing their data difficult (58% versus 28% of those who find it easy) were more likely to have found their service provider’s explanation of the trial period to be unclear, as did those who experienced bill shock (44% versus 27%) or who filed a complaint about their wireless (46% versus 27%), TV (36% versus 27%) or Internet (40% versus 28%) services in the last year.
Figure 22: Ease of understanding explanation of the trial period
This horizontal bar graph shows proportion of people who found explanation of their trial period either clear, or found it unclear. The 1,471 respondents in 2023 who are subscribed to a wireless service provider answered as follows:
The 1,389 respondents in 2022 subscribed to a wireless service provider answered as follows:
The 1,371 respondents in 2021 subscribed to a wireless service provider answered as follows:
The 1,306 respondents in 2020 subscribed to a wireless service provider answered as follows:
The 1,322 respondents in 2019 subscribed to a wireless service provider answered as follows:
The 1,111 respondents in 2018 subscribed to a wireless service provider answered as follows:
WC20. The Wireless Code requires service providers to include a trial period for new contracts that include a device and to clearly explain any fees that would apply if you cancel your contract or agreement early. How clearly did your service provider explain these measures to you? Please use a 7-point scale where 1 means extremely unclear and 7 means extremely clear. Base: respondents subscribed to a wireless service provider.
Just over one in 10 (13%) respondents have had their service provider make changes to their plan without expressly making them aware of the new terms and conditions. Although this represents a small decline since 2022 (down 4%), over time, the proportion of Canadians reporting changes of this nature has remained relatively consistent, from a low of 12% in 2018 to a high of 17% in 2022.
Those living in the Territories were most likely to report that their service provider changed their plan without expressly making them aware of how the terms and conditions had changed (32% versus 8% to 14% of those living elsewhere in Canada).
As with other areas related to ease of managing and understanding plans, the following were more likely to report having changes made to their plan without disclosure: those who experienced bill shock (23% versus 11%) as well as those who filed a complaint about their wireless (24% versus 11%) or Internet (19% versus 12%) services in the last year.
Figure 23: Changes to contract without disclosure
This line graph shows the proportion of respondents who became aware that their service provider changed their plan terms and conditions without disclosure. The 1,471 respondents in 2023 subscribed to a wireless service plan answered as follows:
The 1,389 respondents in 2022 subscribed to a wireless service plan answered as follows:
The 1,371 respondents in 2021 subscribed to a wireless service plan answered as follows:
The 1,306 respondents in 2020 subscribed to a wireless service plan answered as follows:
The 1,322 respondents in 2019 subscribed to a wireless service plan answered as follows:
The 1,111 respondents in 2018 subscribed to a wireless service plan answered as follows:
WC21. Have you ever become aware that your service provider changed your plan without expressly making you aware of how the terms and conditions had changed? Base: respondents subscribed to a wireless service provider.
The number of Canadians who have changed their service provider in the last two years has remained steady since 2020.
Figure 24: Changed wireless service providers in the last 2 years
This line graph shows the proportion of respondents who changed wireless service providers in the last 2 years. The 1,471 respondents in 2023 subscribed to a wireless plan answered as follows:
The 1,389 respondents in 2022 subscribed to a wireless plan answered as follows:
The 1,371 respondents in 2021 subscribed to a wireless plan answered as follows:
The 1,306 respondents in 2020 subscribed to a wireless plan answered as follows:
The 1,322 respondents in 2019 subscribed to a wireless plan answered as follows:
The 1,111 respondents in 2018 subscribed to a wireless plan answered as follows:
WC22. Have you changed wireless service providers in the last two years? Base: respondents subscribed to a wireless service provider.
Those who experienced bill shock were more likely to report having changed wireless providers (28% versus 20% of those who have not experienced bill shock), as were 18- to 34-year-olds (30% versus 21% of 35- to 54-year-olds and 16% of those aged 55+), members of racialized communities (29% versus 18% of others), and those living in urban areas of the country (23% versus 15% of those living in rural areas). Those living in the Territories were least likely to have changed providers in the last two years, likely a result of few alternative providers.
Among those who changed wireless providers in the last two years, the majority (69%) were offered a better deal with another provider. While this continues to be the most common reason for switching, the proportion offered a better deal has increased significantly (+16%) since 2022 and 2021 when approximately half each (53%) said they switched providers to get a better deal.
One-quarter (26%) made the switch because they were no longer satisfied with their service provider. This is 13 percent higher than the 13% who reported changing providers for this reason in 2022. Beyond this, smaller numbers attributed the change to a move (7%) or to needing a new phone or wanting to upgrade an existing device (6%).
Figure 25: Reasons for changing wireless service provider
This horizontal bar graph shows the reasons for changing wireless service providers and compares results over time. The 267 respondents in 2023 who changed service providers answered as follows:
The 274 respondents in 2022 who changed service providers answered as follows:
The 254 respondents in 2021 who changed service providers answered as follows:
The 233 respondents in 2020 who changed service providers answered as follows:
The 231 respondents in 2019 who changed service providers answered as follows:
The 152 respondents in 2018 who changed service providers answered as follows:
**Not a response option in previous iterations of the survey.
WC23. Why did you change service provider? Base: respondents who changed service provider.
The proportion of Canadians who found the process of switching service providers easy (scores of 5, 6 or 7 on a 7-point scale) has increased six percentage points, from 77% in 2022 to 83% in 2023.
Figure 26: Ease of switching wireless service providers
This line graph shows the proportion of respondents who found it easy or difficult to switch wireless service providers. The 267 respondents in 2023 who changed wireless service providers answered as follows:
The 274 respondents in 2022 who changed wireless service providers answered as follows:
The 254 respondents in 2021 who changed wireless service providers answered as follows:
The 233 respondents in 2020 who changed wireless service providers answered as follows:
The 231 respondents in 2019 who changed wireless service providers answered as follows:
The 152 respondents in 2018 who changed wireless service providers answered as follows:
WC24. How easy or difficult was it to switch service providers? Please use a 7-point scale where 1 means extremely difficult and 7 means extremely easy. Base: respondents who switched service providers.
Twelve percent found the process difficult (scores of 1, 2 or 3 on a 7-point scale). The top reason for the difficulty was the service provider (44%), who reportedly made it difficult. Following this, two in 10 found that ending their contract came with high costs (22%; up from a low of 5% in 2022) or created technical issues (19%; down from 23% in 2022).
Figure 27: Reasons for difficulties switching service providers
This horizontal bar graph shows the reasons why switching wireless providers was difficult. The 35 respondents in 2023 who switched providers and found it difficult answered as follows:
The 40 respondents in 2022 who switched providers and found it difficult answered as follows:
The 23 respondents in 2021 who switched providers and found it difficult answered as follows:
The 29 respondents in 2020 who switched providers and found it difficult answered as follows:
The 24 respondents in 2019 who switched providers and found it difficult answered as follows:
The 19 respondents in 2018 who switched providers and found it difficult answered as follows:
*Very low base [<n=30]
**Not a response option in previous iterations of the survey.
WC25. Was there a reason why switching providers was difficult for you? [Multiple responses accepted] Base: respondents who switched service providers and found it difficult.
Six in 10 (61%) Canadians reported that their household subscribes to a cable, satellite, or IPTV TV service. Those living in Quebec were more likely to subscribe to a TV service (70% versus 45% to 62% of those living in other provinces or territories). In addition, the likelihood of subscribing to a TV service increased with age, from 32% of 18- to 34-year-olds to 82% of those aged 65+, and it was higher among households reporting annual incomes of $150,000 and above (72% versus 56% to 66% for the lower income household brackets).
Nearly two-thirds (64%) of respondents subscribed to a TV service find their contract clear and easy to understand (scores of 5, 6, or 7 on a 7-point scale). Over the last five years, the proportion of respondents saying their contract is clear and understandable has gradually increased, from 54% in 2019 to 59% in 2021 to 64% in 2023.
In contrast, just over one in 10 (14%) found their contract unclear and difficult to understand (scores of 1, 2, or 3 on a 7-point scale), while very few do not have a contract (4%) or never read the agreement (4%).
Figure 28: Clarity of TV contracts
This horizontal bar graph shows the proportion of respondents who found their TV contract clear and easy to understand, or unclear and difficult to understand. The 1,086 respondents in 2023 subscribed to a TV service answered as follows:
The 1,066 respondents in 2022 subscribed to a TV service answered as follows:
The 1,102 respondents in 2021 subscribed to a TV service answered as follows:
The 1,060 respondents in 2020 subscribed to a TV service answered as follows:
The 1,107 respondents in 2019 subscribed to a TV service answered as follows:
The 1,096 respondents in 2018 subscribed to a TV service answered as follows:
TVSP1. To what extent do you find your TV contract clear and easy to understand? Please use a 7-point scale where 1 means extremely unclear and difficult to understand and 7 means extremely clear and easy to understand. Base: respondents subscribed to a TV service.
The likelihood of finding their TV contract unclear and difficult to understand was higher among those who have experienced bill shock (24% versus 13% of those who have not), as well as among those who have filed complaints about their wireless (24% versus 13%), TV (24% versus 11%) or Internet (23% versus 12%) services.
Consistent with 2022, three in 10 (30%) Canadians subscribed to a TV service said they were informed about their provider’s basic service package (down from a high of 55% recorded in 2021). In 2022, this question was modified to clarify that the basic service package should not exceed $25 per month. This resulted in a significant decline in the number of respondents reporting awareness.
Figure 29: Awareness of basic service package
This line graph shows respondents’ awareness of their TV provider’s basic service package. The 1,086 respondents in 2023 subscribed to a TV service answered as follows:
The 1,066 respondents in 2022 subscribed to a TV service answered as follows:
The 1,102 respondents in 2021 subscribed to a TV service answered as follows:
The 1,060 respondents in 2020 subscribed to a TV service answered as follows:
The 1,107 respondents in 2019 subscribed to a TV service answered as follows:
The 1,096 respondents in 2018 subscribed to a TV service answered as follows:
*Question wording changed this year
TVSP2. The TVSP Code requires television service providers to ensure that customers are aware of the availability, price and content of their entry-level service offering, also known as the basic service package. Has your service provider informed you about their entry-level offering, to be offered at no more than $25 per month? This may have been by email, on the phone or via your monthly billing. Base: respondents subscribed to a TV service.
Residents of Quebec were most likely to say their service provider informed them about their entry-level offering (43% compared to a range of 21% to 34% in other provinces or territories). In addition, as age increased the likelihood of saying they were informed increased (from 19% of 18- to 34-year-olds to 33% of those 55 and older).
Two in 10 (21%) Canadians subscribed to a TV service filed a complaint about their TV services in the last 12 months. This represents a slight decrease since 2022 when 25% reported having filed a complaint over the past year. Complaints are lower in Quebec than elsewhere in the country, with nine in 10 (88%) in Quebec saying they have not made a complaint. In addition, Canadians who made complaints about wireless (39%) or Internet (51%) services were more likely than those who had not to have filed a complaint about their TV services.
Figure 30: Complaints to TV service provider in the past 12 months
This line graph shows the proportion of respondents who filed a complaint against their TV provider. The 1,086 respondents in 2023 subscribed to a TV service answered as follows.
The 1,066 respondents in 2022 subscribed to a TV service answered as follows.
The 1,102 respondents in 2021 subscribed to a TV service answered as follows.
The 1,060 respondents in 2020 subscribed to a TV service answered as follows.
The 1,107 respondents in 2019 subscribed to a TV service answered as follows.
The 1,096 respondents in 2018 subscribed to a TV service answered as follows.
TVSP3. Have you made a complaint about your TV services within the last 12 months? Base: respondents subscribed to a TV service provider.
For those who filed a complaint about their TV services, exactly half complained of inadequate quality of service (up from 29% in 2022). Beyond this, 30% complained of incorrect charges on their bill (up from 10% in 2022), and 12% complained of changes to pricing or channel package without notice. The full range of complaints can be found in figure 31.
Figure 31: Reasons for complaints to TV service provider
This horizontal bar graph shows the reasons respondents filed a complaint against their TV provider. The 242 respondents in 2023 who filed a complaint answered as follows:
The 282 respondents in 2022 who filed a complaint answered as follows:
*Response volunteered by respondents [2023; no corresponding set of responses for 2022.
TVSP4. What was your complaint about? [Multiple responses accepted] Base: respondents subscribed to a TV service provider and filed a complaint. Don’t know: 1% both waves
Nine in 10 (92%) households in Canada subscribe to a home Internet service. Canadians who do not subscribe are more likely to be aged 65+ (12%), have an annual household income of under $40,000 (14%), and have no more than a high school education (13%).
Consistent with 2022, two-thirds (65%) of Canadians subscribed to an Internet service provider find their Internet contract clear and easy to understand (scores of 5, 6 or 7 on a 7-point scale). Fourteen percent find their contract unclear and difficult to understand (scores of 1, 2 or 3 on a 7-point scale), while very few never read the agreement (6%) and reportedly do not have a contract (1%).
Figure 32: Ease of understanding Internet contract
This horizontal bar graph shows the proportion of respondents who find their Internet contract clear and easy to understand, or unclear and difficult to understand. The 1,520 respondents in 2023 subscribed to an Internet service provider answered as follows:
The 1,460 respondents in 2022 subscribed to an Internet service provider answered as follows:
IC1. To what extent do you find your Internet contract clear and easy to understand? Please use a 7-point scale where 1 means extremely unclear and difficult to understand and 7 means extremely clear and easy to understand. Base: n= 1,520; respondents who subscribe to Internet service. Don’t know: 4% both waves
Two in 10 (21%; down from 27% in 2022) Canadians with home Internet service filed a complaint about their services in the last 12 months. As was the case with TV service, complaints about Internet services are lower in Quebec than elsewhere in the country, with nine in 10 (90%) respondents from Quebec saying they have not made a complaint. Canadians who made complaints about wireless (50%) or TV (52%) services were more likely than those who had not to have also filed a complaint about their Internet services.
Figure 33: Complaints about Internet services in the past 12 months
This horizontal bar graph shows the proportion of respondents who made a complaint against their Internet service provider. The 1,520 respondents in 2023 answered as follows:
The 1,460 respondents in 2022 subscribed to an Internet service answered as follows:
IC2. Have you made a complaint about your Internet services within the last 12 months? Base: respondents who subscribe to Internet service.
Among those who filed a complaint about their Internet services, a significant minority (45%) questioned the legitimacy or amount they were charged for early cancellation of their contract. Additionally, more than one-quarter (28%) complained of inadequate quality of service, followed by incorrect charges on their bill (18%), and service call complaints (12%). The full range of complaints can be found in figure 34.
Figure 34: Nature of complaint about Internet service
This horizontal bar graph shows the nature of complaints made by respondents against their Internet providers. The 338 respondents in 2022 who made a complaint answered as follows:
IC3. What was your complaint about? [Multiple responses accepted] Base: n=338; respondents subscribed to home Internet service and who filed a complaint.
Don’t know: 1%; Data from 2022 wave are not comparable.
All respondents were asked a series of questions about the CRTC. By way of an introduction to the questions, respondents were told the following:
The Canadian Radio-television and Telecommunications Commission or CRTC is an independent agency of government, responsible for regulating Canada's broadcasting and telecommunications systems.
Approximately one-third of Canadians feel well (24%) or very well (7%) informed about the mandate and role of the CRTC. This represents a decline since 2022 when 38% of Canadians considered themselves informed about the CRTC.
Figure 35: Informed on CRTC role and mandate
This line graph shows the level to which respondents are informed about CRTC’s role and mandate. The 1,671 respondents in 2023 answered as follows:
The 1,570 respondents in 2022 answered as follows:
The 1,561 respondents in 2021 answered as follows:
The 1,510 respondents in 2020 answered as follows:
The 1,524 respondents in 2019 answered as follows:
The 1,345 respondents in 2018 answered as follows:
The 1,483 respondents in the fall of 2016 answered as follows:
The 1,289 respondents in 2014 answered as follows:
C1. Overall, how informed are you about the mandate and role of the CRTC? Base: all respondents.
As age and education increased, so too did the likelihood of feeling informed about the mandate and role of the CRTC. Additionally, members of racialized communities (76%) were more likely than their counterparts (63%) to feel not very well informed or not informed about the CRTC.
After remaining stable since 2019, Canadians’ impressions of the CRTC have declined this year, with one-quarter (26%) holding a somewhat or very favourable view of the CRTC. This represents a decrease of seven percent over this past year and the lowest favourability rating since the previous low of 29% recorded in Fall 2016. Canadians very (47%) or well (46%) informed about the CRTC’s role and mandate were more likely than those not very (22%) or not (10%) informed to hold a favourable impression of the agency.
Figure 36: Impressions of the CRTC
This line graph shows the impression of the CRTC among respondents. The 1,671 respondents in 2023 answered as follows:
The 1,520 respondents in 2022 answered as follows:
The 1,561 respondents in 2021 answered as follows:
The 1,510 respondents in 2020 answered as follows:
The 1,524 respondents in 2019 answered as follows:
The 1,345 respondents in 2018 answered as follows:
The 1,483 respondents in the fall of 2016 answered as follows:
The 1,298 respondents in 2014 answered as follows:
Respondents in 2013 answered as follows:
Respondents in 2008 answered as follows:
C2. What is your impression of the CRTC? Would you say it is? Base: all respondents.
As age and education increased, so too did the likelihood of having a favourable impression of the CRTC. In addition, those from Quebec (33% compared to 23% of respondents from Ontario and 21% of those from the Prairies) as well as those who have not experienced bill shock in the last year (27% versus 18% of those who have experienced bill shock) were more likely to hold a favourable impression of the CRTC.
Three-quarters of Canadians (74%) said their impression of the CRTC has not changed over the past year. This is down four percent from 2022, which is not unexpected given the changes in favourability ratings this year.
Figure 37: Impressions of the CRTC over the past year
This line graph shows how impressions of the CTRTC have changed over the past year and compares results over time. The 1,671 respondents in 2023 answered as follows:
The 1,570 respondents in 2022 answered as follows:
The 1,561 respondents in 2021 answered as follows:
The 1,510 respondents in 2020 answered as follows:
The 1,524 respondents in 2019 answered as follows:
The 1,345 respondents in 2018 answered as follows:
The 1,483 respondents in the fall of 2016 answered as follows:
The 1,289 respondents in 2014 answered as follows:
Respondents in 2008 answered as follows:
C3. Over the past year, would you say your impression of the CRTC has: Base: all respondents.
| Province and territories | Percent |
|---|---|
| Ontario | 38% |
| Quebec | 23% |
| British Columbia | 14% |
| Alberta | 7% |
| Manitoba | 6% |
| Saskatchewan | 5% |
| Nova Scotia | 2% |
| Prince Edward Island | 2% |
| Newfoundland and Labrador | 2% |
| New Brunswick | 1% |
| Yukon | <0.5% |
| Northwest Territories | <0.5% |
| Nunavut | <0.5% |
| Gender | Percent |
|---|---|
| Woman | 51% |
| Man | 48% |
| Another gender | 1% |
| Education | Percent |
|---|---|
| Less than a High School diploma or equivalent | 4% |
| High School diploma or equivalent | 18% |
| Registered Apprenticeship or other trades certificate or diploma | 5% |
| College, CEGEP or other non-university certificate or diploma | 24% |
| University certificate or diploma below bachelor's level | 7% |
| Bachelor’s degree | 24% |
| Post graduate degree above bachelor’s level | 16% |
| Household income | Percent |
|---|---|
| Under $20,000 | 6% |
| $20,000 to just under $40,000 | 12% |
| $40,000 to just under $60,000 | 12% |
| $60,000 to just under $80,000 | 12% |
| $80,000 to just under $100,000 | 11% |
| $100,000 to just under $150,000 | 16% |
| $150,000 and above | 16% |
| Don't know / No response | 16% |
| Age | Percent |
|---|---|
| 18-24 | 8% |
| 25-34 | 19% |
| 35-44 | 16% |
| 45-54 | 16% |
| 55-64 | 14% |
| 65+ | 27% |
The following specifications applied to this research:
| Total | Landline | Cell | |
|---|---|---|---|
| Total Numbers Attempted | 84,134 | 22,835 | 61,271 |
| Out-of-scope - Invalid | 27,146 | 3,401 | 23,745 |
| Unresolved (U) | 30,500 | 8,740 | 21,760 |
| No answer/Answering machine | 30,500 | 8,740 | 21,760 |
| In-scope - Non-responding (IS) | 24,467 | 9,867 | 14,600 |
| Language barrier | 486 | 203 | 283 |
| Incapable of completing (ill/deceased) | 193 | 129 | 64 |
| Callback (Respondent not available) | 1189 | 356 | 833 |
| Refusal | 22,278 | 9,090 | 13,188 |
| Termination | 321 | 89 | 232 |
| In-scope - Responding units (R) | 2,021 | 836 | 1,185 |
| Completed Interview | 1,671 | 660 | 1,011 |
| Quota full | 243 | 150 | 93 |
| Not Qualified – Employment exclusions | 69 | 15 | 54 |
| Not Qualified – Age | 28 | 9 | 19 |
| Not Qualified – Refused to provide region | 10 | 2 | 8 |
| Unweighted | Weighted | |
|---|---|---|
| Base | n=1,671 | n=1,671 |
| Region | ||
| Atlantic Canada | 151 | 113 |
| Quebec | 302 | 381 |
| Ontario | 403 | 643 |
| Prairies | 481 | 298 |
| British Columbia | 182 | 230 |
| Territories | 152 | 5 |
| Age | ||
| 18 to 34 | 295 | 446 |
| 35 to 54 | 499 | 540 |
| 55 or older | 877 | 684 |
| Gender | ||
| Male | 879 | 808 |
| Female | 778 | 849 |
| Another gender5 | - | - |
All steps of this POR complied with market research industry standards, including The Standards for the Conduct of Government of Canada Public Opinion Research – Telephone Surveys.
Section: Introduction and Screening
Hello/Bonjour, my name is . I’m calling on behalf of Phoenix, a public opinion research firm. We’re doing a survey for the Government of Canada to explore issues of interest to Canadians. Would you prefer that I continue in English or French? Préférez-vous continuer en français ou en anglais?
This survey should take up to 15 minutes to complete. Your participation is voluntary and completely confidential. Your answers will remain anonymous and will be protected according to the requirements of the Privacy Act, Access to Information Act and any other related legislation.
This survey is registered with the Canadian Research Insights Council’s survey validation system.
[ACCESSIBILITY NOTE: If an alternative method of taking part in the survey is needed offer this to respondents.]
IF REQUESTED:
The registration number is: 20221120-PH015.
[LANDLINE SAMPLE]
A1a. I’d like to speak to someone in your household who is 18 years of age or older. Is that you?
A1b. May I continue with this survey?
A1c. When would be a good time for me to call back?
[CELL SAMPLE]
A2a. Are you 18 years of age or older?
A2b. Have I reached you on your cell phone?
TERMINATION MESSAGE: Thank you for your willingness to take part in this survey. Unfortunately, you do not meet the eligibility requirements of this study.
A2c. Are you in a place where you can safely talk on the phone and answer my questions?
INTERVIEWER NOTE: If you think respondents’ setting may endanger them (e.g., driving a vehicle), hinder their participation (e.g., background distractions), or hamper their ability to respond openly (e.g., lack of privacy), suggest rescheduling the interview.
A2d. Is this a good time to answer this survey?
A2e. When would be a good time for me to call back?
A2f. Does your household subscribe to a home phone service, also known as a landline?
[ASK ALL]
A3. [ADD FOR CELL SAMPLE: I know I reached you on a cell phone, but…] Do you have your own cell phone, smartphone or other wireless device? In other words, a phone that is not paid for by your employer.
A4. Does your household subscribe to a cable, satellite or IPTV TV service?
[IF ASKED: IPTV is a different way of getting traditional TV, similar to cable or satellite TV. IPTV is different from Netflix or other streaming services. (IPTV does not include Netflix)]
A5. Does your household subscribe to a home Internet service?
A6. Are you or is any member of your household or immediate family employed in any of the following businesses? [READ LIST]
A7. In what year were you born?
A7a. [IF A7=02] Would you be willing to tell me in which of the following age categories you belong? [READ; STOP WHEN A SELECTION IS MADE]
A8. How do you identify your gender? [READ]
A9. In which province or territory do you live? [DO NOT READ]
Section: Wireless Code
[ASK ALL]
I. RECALL OF CONSUMER PROTECTION CODES
WC1. The Wireless Code, Internet Code, and TV Service Provider Code were created to make contracts easier to understand and to contribute to a more dynamic marketplace. To what extent, if any, would you say you recall hearing or seeing anything about these Codes? Would you say you clearly recall, vaguely recall or do not recall?"
PROGRAMMING INSTRUCTIONS:
IF NO OR DON’T KNOW/NO RESPONSE AT A3 AND YES AT A4, SKIP TO SECTION TVSP Code.
IF NO OR DON’T KNOW/NO RESPONSE AT A3 AND NO OR DON’T KNOW/NO RESPONSE AT A4 AND YES AT A5, SKIP TO INTERNET SECTION IC1.
IF NO OR DON’T KNOW/NO RESPONSE AT A3, A4 AND A5, SKIP TO CRTC SECTION.
EVERYONE ELSE, CONTINUE.
II. TYPE OF WIRELESS CONTRACT
The next few questions are about your cell or wireless phone service contract or plan.
[INTERVIEWER NOTE: If respondent says: “I don’t have a plan/I have a pay-as-you-go/month-to-month,” say: “This question is about your service agreement or plan, regardless of whether you have signed a contract for a specific time period, are month-to-month or use prepaid cards.”]
WC2. Is it an individual plan or a family or shared plan?
[INTERVIEWER NOTE: If unsure about the difference, say “Do you pay only for one person (which is an individual plan) or do you share a plan with your family and pay together (which is a family plan)?”]
WC3. [ASK IF WC2=02] How many members are on your shared plan?
WC4. And, is it a monthly plan, or a prepaid or pay-as-you-go plan?
[INTERVIEWER NOTE: If unsure about the difference, say: “If you pay your bill after you use your wireless service, it’s a monthly or post-paid plan. If you pay before you use your wireless service, it’s a prepaid or pay-as-you-go plan.”]
III. SERVICES INCLUDED IN THE WIRELESS SERVICE PLAN
Now I would like to ask you a few questions about the services that are included in your wireless plan.
WC5. Which of the following are included in your wireless plan? READ ITEMS AND RESPONSE OPTIONS.
RESPONSE OPTIONS
IV. DEVICES
WC6. When you signed up for your latest wireless plan, did you bring your own device, or did you buy, rent or lease a new phone from your wireless provider?
[INTERVIEWER NOTE: If the respondent is unsure about the meaning of bring your own device, say “bring your own device is where you already own your mobile device and are simply purchasing the cellular service from a wireless company.”]
[INTERVIEWER NOTE: if the respondent is unsure about the meaning of renting a phone, say “some wireless companies offer a monetary rebate upfront if you agree to return your device at the end of your contract.”]
WC7. [ASK IF WC6=02 OR 03] Which of the following did you do: [READ LIST; ROTATE ITEMS; ACCEPT ALL THAT APPLY]
[INTERVIEWER INSTRUCTION: If the respondent is unsure about the meaning of a tab balance, say “Tab balances are when you buy a phone at a reduced upfront cost and the leftover cost of the phone goes onto your account, creating a tab balance. Each month, a percentage of your bill is used to pay down your account balance”]
V. DATA SERVICES
[ASK IF WC5c=01]
Now, I would like to ask you a few questions about the data services that are included in your wireless plan.
WC8. Some wireless plans have unlimited data and some have limited data. When a plan includes a monthly data limit, you may have to pay data overage fees if you use more data in a month than is included in your plan. How much data is currently included in your plan each month? [DO NOT READ LIST]
[INTERVIEWER NOTE: If the respondent is unsure about the meaning of data, say: “This is what you need to browse the Internet, access applications or your emails with your wireless device when it is not connected to Wi-Fi.”]
[INTERVIEWER NOTE: If respondent indicates a number under 100 MegaBytes, please ask them if they mean MegaBytes or GigaBytes. If there is confusion, please code as “Don’t Know”.]
WC9. [ASK IF WC8=01, 02 or 03] Which of the following activities, if any, do you use to manage or limit your data use? [READ LIST; ACCEPT ALL THAT APPLY]
WC10. [ASK IF WC5c=01 and WC8 ≠ 04] How easy do you find it to manage the data used by yourself and/or your family each month? Please use a 7-point scale where 1 means extremely difficult and 7 means extremely easy.
[INTERVIEWER NOTE: If unsure about the meaning of data, say: “This is what you need to browse the Internet, access applications or your emails with your wireless device.”]
WC11. [ASK IF WC5c=01 and WC8 ≠ 04] In the past 12 months, how often have you paid data overage fees? READ LIST
[INTERVIEWER NOTE: If the respondent is unsure about the meaning of data, say: “This is what you need to browse the Internet, access applications or your emails with your wireless device.”]
VI. BILL SHOCK
WC12. During the last year, have you experienced ‘bill shock, meaning a surprisingly high bill? READ LIST
WC13. [ASK IF WC12=01] What was the main reason for the ‘bill shock you experienced? DO NOT READ LIST; ACCEPT ALL THAT APPLY
[INTERVIEWER NOTE: If respondent says ‘roaming/roaming fees, clarify whether this was within Canada or in another country.]
WC14. [ASK IF WC12=01] What was the amount of the unexpected charges on your bill? READ LIST
WC15. If you use your plan while travelling, you may be charged roaming fees. How easy do you find it to manage your roaming charges when you are travelling? Please use a 7-point scale where 1 means extremely difficult and 7 means extremely easy.
VII. COMPLAINTS
WC16. Have you made a complaint about your wireless services in the past 12 months?
WC17. [ASK IF WC16=01] What was your complaint about? PROMPT WITH LIST IF NEEDED; ACCEPT ALL THAT APPLY
NOTES TO INTERVIEWER: READ IF REQUIRED
WC18. [ASK If WC16=01] Who did you complain to? Was it your service provider, the Commission for Complaints for Telecom-television Services, also known as the CCTS, or both?
VIII. CLARITY AND EXPLANATIONS
Now, I would like to ask you a few questions about how clear and easy you find your wireless contract to understand.
WC19. Do you find your contract clear and easy to understand? Please use a 7-point scale where 1 means extremely unclear and difficult to understand and 7 means extremely clear and easy to understand.
WC20. The Wireless Code requires service providers to include a trial period for new contracts that include a device and to clearly explain any fees that would apply if you cancel your contract or agreement early. How clearly did your service provider explain these measures to you? Please use a 7-point scale where 1 means extremely unclear and 7 means extremely clear.
IX. CHANGES
WC21. Have you ever become aware that your service provider changed your plan without expressly making you aware of how the terms and conditions had changed?
[ASK ALL]
WC22. Have you changed wireless service providers in the last two years?
WC23. [ASK IF WC22=01] Why did you change service provider? DO NOT READ LIST; ACCEPT ALL THAT APPLY
WC24 [ASK IF WC22=01] How easy or difficult was it to switch service providers? Please use a 7-point scale where 1 means extremely difficult and 7 means extremely easy.
WC25 [ASK IF WC24=01, 02, OR 03] Was there a reason why switching providers was difficult for you? DO NOT READ LIST; ACCEPT ALL THAT APPLY
WC26. [ASK IF WC22=02] Why did you stay with your current service provider? PROMPT WITH LIST IF NEEDED, ACCEPT ALL THAT APPLY
Section: TVSP Code
[ASK IF YES AT A4]
The next few questions are about your TV service provider. By this we mean your cable, satellite or IPTV provider. Please do not include streaming services such as Netflix
[INTERVIEWER INSTRUCTION: If respondent indicates they do not have cable, satellite or IPTV services skip this section]
TVSP1. To what extent do you find your TV contract clear and easy to understand? Please use a 7-point scale where 1 means extremely unclear and difficult to understand and 7 means extremely clear and easy to understand.
TVSP2. The TVSP Code requires television service providers to ensure that customers are aware of the availability, price and content of their entry-level service offering, also known as the basic service package. Has your service provider informed you about their entry-level offering, to be offered at no more than $25 per month? This may have been by email, on the phone or via your monthly billing.
TVSP3. Have you made a complaint about your TV services within the last 12 months?
TVSP4. [ASK If TVSP3=01] What was your complaint about? PROMPT WITH LIST IF NEEDED; ACCEPT ALL THAT APPLY
NOTES TO INTERVIEWER: READ IF REQUIRED
Section: Internet Code
[ASK IF YES AT A5]
IC1. To what extent do you find your Internet contract clear and easy to understand? Please use a 7-point scale where 1 means extremely unclear and difficult to understand and 7 means extremely clear and easy to understand.
IC2. Have you made a complaint about your internet services within the last 12 months?
IC3. [ASK IF IC2=01] What was your complaint about? PROMPT WITH LIST IF NEEDED; ACCEPT ALL THAT APPLY
Section: CRTC
[ASK ALL]
The Canadian Radio-television and Telecommunications Commission or CRTC is an independent agency of government, responsible for regulating Canada's broadcasting and telecommunications systems.
C1. Overall, how informed are you about the mandate and role of the CRTC? [READ LIST]
C2. What is your impression of the CRTC? Would you say it is: [READ LIST]
[REPEAT CRTC DEFINITION, IF NECESSARY: The Canadian Radio-television and Telecommunications Commission or CRTC is an independent agency of government, responsible for regulating Canada's broadcasting and telecommunications systems.]
C3. Over the past year, would you say your impression of the CRTC has: [READ LIST]
[REPEAT CRTC DEFINITION, IF NECESSARY: The Canadian Radio-television and Telecommunications Commission or CRTC is an independent agency of government, responsible for regulating Canada's broadcasting and telecommunications systems].
Section: Demographics
Thank you, now we have a few questions for classifications purposes. Please be assured that your responses will remain confidential.
D1. What is the highest level of formal education that you have completed? [READ LIST; STOP WHEN AN ANSWER IS SELECTED]
D2. What is the language you first learned at home as a child and still understand? [READ LIST]
D3. Which of the following best describes your total household income last year, before taxes, from all sources for all household members? [READ LIST]
D4. Which of the following categories best describes your current employment status? Are you…? [READ LIST]
D5. Are you an Indigenous person, that is, First Nations, Métis or Inuk (Inuit)? First Nations includes Status and Non – Status Indians?
D6. [SKIP IF D5=01] What is your ethnic or cultural background? [DO NOT READ; ACCEPT MULTIPLE RESPONSES]
D7. What are the first 3 characters of your postal code?
Finally,
D8. How many cellular phones are there in your household? [READ LIST]
Those are all the questions I have for you today. Thank you for your time on this important study! Once compiled, the results, will be made available on the Library and Archives Canada website. [IF ASKED: at https://library-archives.canada.ca/eng ].