Figure 31: Differences in experience by Official Language - text version

There is one icon chart and two tables in this figure comparing responses between all respondents, English-speakers and French-speakers by those who experienced sales practices they consider aggressive or misleading, those who experienced a specifc set of sales practices and actions taken by those who have experience aggressive or misleading sales practices. The first icon chart titled ‘Experienced aggressive or misleading sales practices’ shows the proportion who said yes they experienced sales practices they consider aggressive or misleading and among those who have experienced such sales practices the proportion who indicate it took place within the last 12 months. All 1809 respondents, 1180 English-speakers and 570 French-speakers answered as follows:

• Yes, 40% Total, 42% English-speakers, 35% French-speakers
• Experienced within last 12 months, 60% Total, 58% English-speakers, 64% French-speakers

The first table titled ‘Personally experienced any of these situations’ shows the proportions who said yes they experienced a series of five types of sales practices. All 1809 respondents, 1180 English-speakers and 570 French-speakers answered as follows:

• Salespeople pushing telecommunications products or services you are not interested in, 55% Total, 55% English-speakers, 61% French-speakers
• Technical support representatives trying to sell you products or services during the support call or interaction, 39% Total, 40% English-speakers, 37% French-speakers
• Rebate/discount offers where terms differ from the original information provided by the providers, 32% Total, 31% English-speakers, 35% French-speakers
• Salespeople providing details of telecommunications products or services which end up being false, 31% Total, 33% English-speakers, 27% French-speakers
• Rebate/discount offers where terms are not disclosed before purchase, 28% Total, 28% English-speakers, 26% French-speakers

The second table titled ‘Actions taken’ shows the actions taken by those who experienced sales practices they consider aggressive or misleading. All 711 respondents who experienced aggressive or misleading sales practices, 493 English-speakers and 197 French-speakers answered as follows:

• Talked to friends or family about the experience, 48% Total, 51% English-speakers, 34% French-speakers
• Complained to their provider, 39% Total, 41% English-speakers, 30% French-speakers
• Changed providers, 25% Total, 24% English-speakers, 28% French-speakers
• Complained to the Commission for Complaints for Telecom-Television Services (CCTS), 8% Total, 7% English-speakers, 9% French-speakers
• Other action, 2% Total, 2% English-speakers, 2% French-speakers
• Took no further action, 18% Total, 16% English-speakers, 20% French-speakers