Figure 34: Comparison between panel/voluntary survey by level of concern and support for action - text version

There are three tables in this figure comparing responses between respondents to the panel survey and voluntary survey by concern for different aspects of the telecommunications sector in Canada, actions taken by those who experience aggressive or misleading sales practices and support for potential actions to address those practices. The first table titled ‘Concerns with the telecommunications sector in Canada’ shows the proportions who said they are extremely concerned with eight different aspects of the telecommunications. All 1809 panel respondents and all 7075 voluntary survey respondents answered as follows:

• Aggressive sales practices, 23% Panel survey, 42% Voluntary survey
• Misleading sales practices, 30% Panel survey, 59% Voluntary survey
• Cost of services, 48% Panel survey, 83% Voluntary survey
• Access to services in rural areas, 17% Panel survey, 28% Voluntary survey
• The amount of competition in the telecommunications sector in Canada, 19% Panel survey, 59% Voluntary survey
• Length of contract periods, 18% Panel survey, 31% Voluntary survey
• Privacy of personal information/data, 35% Panel survey, 47% Voluntary survey
• Poor customer service, 29% Panel survey, 47% Voluntary survey

The second table titled ‘Actions taken’ shows the different actions taken by those who experienced sales practices they consider aggressive or misleading. All 711 panel respondents and 5677 voluntary survey respondents who experienced aggressive or misleading sales practices answered as follows:

• Talked to friends or family about the experience, 48% Panel survey, 62% Voluntary survey
• Complained to their provider, 39% Panel survey, 31% Voluntary survey
• Changed providers, 25% Panel survey, 31% Voluntary survey
• Complained to the Commission for Complaints for Telecom-Television Services (CCTS), 8% Panel survey, 4% Voluntary survey
• Other action, 2% Panel survey, 13% Voluntary survey
• Took no further action, 18% Panel survey, 15% Voluntary survey

The third table titled ‘Support for the following actions being taken’ shows the proportion who said they strongly support each potential action presented. All 1809 panel respondents and all 7075 voluntary survey respondents answered as follows:

• Creation of a mandatory code of conduct for telecommunications providers, 56% Panel survey, 81% Voluntary survey
• Monetary penalties for companies engaging in aggressive or misleading sales practices, 53% Panel survey, 77% Voluntary survey
• Publicly released report on complaints received regarding sales practices, 57% Panel survey, 81% Voluntary survey