The industry-funded agency, which tries to resolve disputes between customers and telecom suppliers, accepted 8,007 complaints in 2010-2011, up from 3,747 a year earlier.

Most complaints were about billing errors (45 per cent) and contract disputes (34 per cent). Another 19 per cent involved installation, repairs or maintenance of equipment.

Wireless problems continued to grow, accounting for 62 per cent of the agency’s complaints (up from 31 per cent in 2007-2008).

The companies generating the most complaints: Bell Canada (2,348), TELUS Communications (1,387) and Rogers Communications (1,355).

There were also complaints about their discount wireless brands: Fido, owned by Rogers (657), Virgin Mobile, owned by Bell (637) and Koodo, owned by TELUS (129).

The soaring number of complaints shows there’s an urgent need for government action, say consumer activists.

The Canadian Consumer Initiative, made up of four groups, wants to rescind a 2006 directive by the federal Cabinet to the CRTC (the telecom regulator) to rely on market forces rather than regulation.

It also wants to impose strict rules for service providers when it comes to customer service and disclosure of information.

While a 114 per cent increase in complaints is significant, it also reflects a higher public profile for the CCTS, Maker said.

The CRTC also changed the rules to make smaller companies join the CCTS as soon as a customer registered a complaint against them.

Since January, 23 new service providers have joined the CCTS and only one — left unnamed — has refused to participate.

Using case studies, the CCTS report talks about frequent complaints it gets and how customers can avoid them.

“I didn’t understand how much data I was using.” Solutions: Try to monitor your own data use through tools provided by the supplier. Make sure you understand the applications installed on your devices and how they use data.

“I didn’t use all the data recorded by my service provider.” Solutions: It’s up to service providers to add transparency and increase consumer confidence in the accuracy of their data measurements. Independent audits would help.

“I didn’t agree to a fixed-term contract.” Solution: Service providers must show that customers were given details of a contract and agreed to be bound by the terms. Otherwise, they can leave without paying a cancellation fee.

“I didn’t understand the meaning of a contract provision.” Solution: If the disputed provision is ambiguous or if material information is not disclosed, the service provider is not allowed to enforce it.

Some companies don’t provide full responses to complaints or don’t respond in a timely manner (within 30 days), the CCTS said.

The worst offender (again unnamed) decided to disconnect any customer who complained to the CCTS. Penalizing people for complaining “is outrageous and will not be tolerated,” the agency told the provider.

In the past year, there was a resurgence of small business complaints about private branch exchange (PBX) telephone equipment being breached by hackers.

In almost all cases, the provider’s terms of service made customers liable for all calls sent through their lines, no matter who made them.

“Getting a $30,000 bill can be a game changing event,” Maker said, advising small businesses to seek help from security experts.

The Ottawa-based agency, with a $2.4 million budget and 30 staff, handled a higher than expected 70,000 calls and emails last year. Maker’s term as Commissioner has been extended for another five years.

Ellen Roseman writes about personal finance and consumer issues. You can reach her at eroseman@thestar.ca.

Ellen Roseman

Roseman: Telecom complaints double in a year