Prepared for the Canadian Radio-television and Telecommunications Commission
Supplier Name: Phoenix SPI
Contract Number: CW2337602
Award Date: 2023-11-15
Contract Value: $114,485.95 (including applicable taxes)
Delivery Date: 2023-03-14
Registration Number: POR 084-23
For more information on this report, please contact the CRTC at ROP-POR@crtc.gc.ca.
Ce rapport est aussi disponible en français.
This public opinion research report presents the results of a 15-minute random digit dialing (RDD) telephone survey of 1,500 Canadians aged 18 years of age and older. The fieldwork was conducted from November 28 to December 21, 2023.
Cette publication est aussi disponible en français sous le titre: Recherche sur l'opinion publique concernant les Codes de protection des consommateurs du CRTC 2024
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:
BC92-117/2024E-PDF
International Standard Book Number (ISBN):
978-0-660-70814-0
Related publication (Registration Number: POR 084-23):
Catalogue Number: BC92-117/2024F-PDF
ISBN: 978-0-660-70815-7
© His Majesty the King in Right of Canada, as represented by the Canadian Radio-television and Telecommunications Commission, 2024
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 Code, Television Service Provider (TVSP) Code, and Internet Code. The specific objectives of this POR were to obtain data regarding awareness of the three consumer protection codes; to better understand issues that affect Canadians the most as they relate to their wireless, TV and Internet services; to obtain data to assess whether the Wireless Code, TVSP Code, and Internet Code are continuing to meet their objectives; and to measure Canadians' perceptions of the CRTC and how it is changing over time.
A 15-minute random digit dialling (RDD) telephone survey was administered to 1,500 Canadians1 18 years of age or older, between November 28 and December 21, 2023. 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 ±2.8%, 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 TVSP Codes, collectively referred to as consumer protection codes, is unchanged year over year. In total, 18% of Canadians either clearly or vaguely recalled hearing or seeing something about these Codes compared to 17% in 2023 and 20% in 2022.
Wireless Code
Unchanged from 2023, 88% of Canadians reported owning a cell phone, smartphone, or another wireless device. Two-thirds (63%) of wireless users opt for an individual wireless plan, while one-third (35%) opt for a family or shared plan. The incidence of individual versus family or shared plans has been relatively stable since 2018. The choice of postpaid wireless service plans is unchanged year over year, with 89% of Canadians opting for this type of service plan. Relatively few (9%) wireless users choose a prepaid service plans.
The proportion of wireless plans that include data has increased slightly from 88% in 2022 and 2023 to 91% in 2024. Among those with data, limited data plans are still the main choice, with 6 in 10 (61%) reporting monthly data limits in their plans. While the incidence of “unlimited” data plans steadily increased between 2019 and 2022 (from 9% to 21%), there has been no significant year-over-year change in 2024, with 2 in 10 (20%) saying their wireless plan has unlimited data (compared to 18% in 2023).
Among Canadians with a wireless plan including data, approximately three-quarters (74%) use Wi‑Fi when available to manage or limit their data usage. One-quarter (24%) reduce their data usage upon receiving a notification about nearing their limit, while 12% use tools to track their wireless data usage. Perhaps not surprisingly given the continued decline in the use of data management practices, almost 9 in 10 (87%) find it easy to manage their data and eight in 10 have not paid any data overage fees in the last 12 months (80%) nor experienced any unexpectedly high bills (commonly known as 'bill shock') (81%) during this period.
Most wireless service subscribers (84%) have not made a complaint about their wireless services in the past 12 months. The incidence of filing a complaint about wireless services has been relatively consistent over the past few years, ranging from 15% this year to 17% in 2020.The single largest proportion of respondents who filed a complaint about their wireless services over the last year pointed to incorrect charges on their bill (37%) as the reason for the complaint. Most (88%) of those who filed a complaint did so directly with their provider.
The proportion of Canadians finding their wireless contract clear and easy to understand has been increasing over time, from a low of 57% in 2020 to the current high of 66%. Half (52%) of wireless subscribers found the explanation of the trial period to be clear and only 15% have had their provider change their plan without expressly making them aware of how the terms and conditions had changed.
Television Service Provider Code
Exactly 6 in 10 (60%) Canadians reported that their household subscribes to a cable, satellite, or IPTV TV service. Since 2019, the proportion of Canadians who subscribe to a TV service who found their contract to be clear and understandable has gradually increased, from 54% to 66% in 2024. More than one-third (37%) said they were informed about their provider's basic service package (up from 30% in 2021). Among Canadians who subscribe to a TV service, 20% reported filing a complaint about their TV services in the past 12 months (unchanged from 2023). The top reason for the complaint was inadequate service quality (58%).
Internet Code
The vast majority (93%) of households in Canada subscribe to a home Internet service. Consistent with 2023, 68% of Canadians with a home Internet service find their contract clear and easy to understand. A little over 2 in 10 (21%) filed a complaint about their services in the last year. Among these complaints, 39% reported early cancellation charges, 31% inadequate service quality, 17% incorrect billing charges, and 14% issues with service calls.
View of the CRTC
Consistent with 2023, approximately one-third of Canadians feel well (27%) or very well (7%) informed about the mandate and role of the CRTC. Conversely, almost two-thirds (64%) do not feel well informed. Canadians' impressions of the CRTC are unchanged this year, with exactly one-quarter (25%) holding a somewhat or very favourable impression of the CRTC. As was the case in 2023, favourability continues to sit at a record low, with the previous low of 29% recorded in Fall 2016.
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 $114,485.95 (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.
(original signed by)
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.
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' perceptions 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 2016-1), which came into effect on September 1, 2017 (added in the spring 2018 POR); and the Internet Code (Telecom Regulatory Policy 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). There were no additional areas of investigation added to this year's POR (the 2024 POR); the questionnaire administered was the same questionnaire as the previous year (the 2023 POR).
The purpose of this research was to collect data that 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 obtain data regarding awareness of the three consumer protection codes; to better understand issues that affect Canadians the most as they relate to their wireless, TV and Internet services; to 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; and to measure Canadians' perceptions of the CRTC and how it is changing over time.
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 1,500 Canadians, 18 years of age or older, between November 28 and December 21, 2023. 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 ±2.8%, 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 (TVSP) Codes, collectively referred to as consumer protection codes, is unchanged year over year. This year, 18% of respondents either clearly or vaguely recalled hearing or seeing something about these Codes compared to 17% in 2023 and 20% in 2022. Before being asked if they recalled hearing or seeing anything about these Codes, respondents were told that the Wireless Code, Internet Code, and TVSP Code were created to make contracts easier for customers to understand and to contribute to a more dynamic marketplace.
Figure 1: Recall of consumer protection codes
This horizontal bar graph shows the proportion of respondents familiar with consumer protection codes. The 1,500 respondents in 2024 answered as follows:
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.
The likelihood of recalling these consumer protection codes was higher among those who described themselves as informed about the CRTC (24%) compared to those who said they are not informed about the mandate and role of the CRTC (14%).
Almost 9 out of 10 (88%) Canadians stated that they own a cell phone, smartphone, or another wireless device. Ownership rates were highest among individuals aged 18-34 (94%) and lower among residents of Quebec (82% versus 93% of those in Atlantic Canada and 90% each of those living in Ontario and the Prairies).
Nearly two-thirds (63%) of Canadians use an individal wireless plan and approximately one-third (35%) use a family or shared plan. The incidence of individual versus family or shared plans has been relatively stable since 2018, with the percentage of Canadians using each type of plan var
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 1,304 respondents in 2024 answered as follows:
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=1,304; respondents with cell or wireless phone service contract or plan. 2024: 1% did not know.
As household income increases, the incidence of individual plans declines, from 79% for those from households with an annual income under $40,000 to 46% for those from households with an annual income of $150,000+. This pattern is consistent with 2023, where lower-income households were more likely to have individual plans. In addition, the use of individual plans was higher among residents of Quebec (66% compared to those living the Prairies at 58%) and individuals aged 65 and older (67% compared to 56% of those aged 55 to 64).
Among Canadians on a family or shared wireless plan, just over half (54%) said that their plan includes two members. Over 1 in 5 (22%) mentioned having three members on their shared plan, while smaller percentages reported having four (13%) 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 460 respondents on a family/shared plan in 2024 answered the following:
WC3. How many members are on your shared plan? Base: n=460; respondents with a shared plan.
The choice of postpaid wireless service plans is unchanged year over year, with 89% of Canadians opting for this type of service plan. Prepaid, or pay-as-you-go plans, also show relative stability year over year, accounting for 9% of wireless service plans.
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 1,304 respondents in 2024 answered as follows:
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. 2024: 2% did not know.
The likelihood of using a post-paid monthly plan generally increased with household income (from 83% of households earning under $40,000 per year to 93% of households earning $150,000+ per year).
Most wireless plans still incorporate calling minutes (84%), data (91%), and text messaging (93%). Approximately two-thirds (68%) of respondents have calling minutes, text messaging, and data included in their wireless plan. The inclusion of text messaging has remained consistent since 2019, while the proportion of plans offering data has increased slightly from 88% in 2022 and 2023 to 91% in 2024.
Figure 5: Wireless plan features
This line graph shows the characteristic of wireless phone plans over time. The 1,304 respondents in 2024 answered as follows:
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. 2024: 1% to 4% did not know.
Certain demographic differences stand out in wireless plan features:
When signing up for their latest wireless plan, more Canadians said they are bringing their own device, BYOD, (47% compared to 43% in 2023) than purchasing a new phone from their wireless provider (41% compared to 44% in 2023). Consistent with previous years, relatively few wireless subscribers are renting or leasing their phone from their provider (10% compared 9% in 2022 and 11% in 2023).
Figure 6: Type of device
This line graph shows the types of new device acquisition among respondents over time. The 1,304 respondents of 2024 answered as follows:
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. 2024: 2% did not know.
The following groups were more likely to report bringing their own device when they signed up for their latest plan:
Among those acquiring a new phone, 2 in 10 paid the full price (20%) or have subscribed to a device rental or return plan (21%). Nearly 3 in 10 received a price reduction (29%) or opted for a tab balance contract (30%).
The trend of Canadians opting for tab balance contracts to purchase new phones continues to decline, dropping from the high of 51% in 2021 to 30% this year. In contrast, this year marks the third consecutive increase in the proportion of wireless subscribers saying they paid the full price for their phone (from 9% in 2021 to 15% in 2022 to 18% in 2023 to 20% in 2024).
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 683 respondents in 2024 who purchased or rented a new phone from their wireless provider answered as follows:
The 825 respondents in 2023 who purchased or rented a new phone 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] Base: respondents who bought or rented a new phone from their wireless provider 2024: 9% did not know.
Respondents with a high school education or less (31%) were more likely than those with a college- (17%) or university-level (16%) education to report paying in full for their new phone when they signed up for their latest wireless plan. In contrast, the likelihood of opting for a tab balance contract was higher among those with a post-secondary education (34%) compared to those with high school or less (18%).
As reported earlier, 91% of Canadians have a wireless service plan with data. Among those with data, limited data plans are still the main choice, with 6 in 10 (61%) reporting monthly data limits in their plans (virtually unchanged from 2023). While the incidence of “unlimited” data plans steadily increased between 2019 and 2022 (from 9% to 21%), there has been no significant year-over-year change in 2024, with 2 in 10 (20%) saying their wireless plan has unlimited data (compared to 18% in 2023). The likelihood of having an “unlimited” data plan was higher among those aged 65 and older (25%) compared to 18- to 34-year-olds (17%).
Figure 8: Type of data included in wireless plan
This line graph shows the type of data included in wireless plans over time. The 1,167 respondents of 2024 answered as follows:
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.
One-quarter (26%) of those subscribed to a wireless service plan that includes data have at least 25 GB of data included in their monthly plan: 21% have 21-99 GB and 5% have 100+ GB. This is a notable year-over-year increase, with only 12% of respondents reportedly having a plan that includes this amount of data in 2023.
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 2024 answered as follows:
Cell phone owners with a limited data plan in 2023 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.
Three-quarters (74%) of Canadians with data in their wireless plan use Wi-Fi when available to manage or limit their data use. Following this, one-quarter (24%) reduce their data use after getting a notification that they are nearing their limit and 12% use tools to track their data use. This year continues the decline in the proportion of Canadians taking these actions to manage or limit data that started in 2023.
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 910 respondents in 2024 with a wireless service plan that includes data answered as follows:
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. 2024: 9% did not know.
Wireless subscribers in Ontario were more likely than their counterparts in Quebec to use Wi-Fi (78% versus 68%) and to reduce data use after receiving a notification (29% versus 19%) to manage or limit data use. Those aged 65 and older were less likely to use Wi-Fi (66% versus 77% of 35- to 54-year-olds), reduce their data use after receiving a notification (15% versus 30% of 18- to 34-year-olds and 26% of 55- to 64-year-olds), and use tools to track data use (7% versus 13% of 35- to 54-year-olds). Racialized respondents were more likely than others to use Wi-Fi to manage data use (79% versus 71% of other respondents).
Canadians continue to find it easy to manage their data each month. Nearly 9 in 10 (87%) rated it as easy on a 7-point scale (scores of 5, 6 or 7), including approximately 6 in 10 (62%) who said it is extremely easy.
Wireless subscribers in Atlantic Canada (72%) and Quebec (66%) were more likely than those in Ontario (57%) to find it extremely easy to manage their data. Conversely, men (58% versus 67% of women), racialized respondents (55% versus 66% of other respondents), and 18- to 34-year-olds (57% versus 68% of 55- to 64-year-olds) were less likely to say that managing their data is extremely easy.
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 1,154 respondents in 2024 with a wireless service plan that includes data answered as follows:
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. 2024: 9% did not know.
Most (80%) Canadians with a wireless service plan that includes data have not paid any data overage fees in the last 12 months, continuing a trend that started in 2021 when more than 7 in 10 Canadians reported not paying overage fees in the 12 months preceding the survey. Fewer than 2 in 10 (18%) paid overage fees in the past 12 months, and most of those who did, paid them one to two times (13%).
The following groups of respondents were more likely to say they have never paid data overage fees: those aged 65+ (84% versus 73% of those under the age of 35); those from households with an annual income of $100,000 to just under $150,000 (89% versus 72% to 78% of those from lower income households); and those with a bachelor's degree or higher (82% versus 74% of those with a high school diploma or less).
Compared to their counterparts, fewer of the following plan holders reported never having paid data overage fees: racialized respondents (75%); those who experienced ‘bill shock' (54%); those who have filed a complaint about their wireless (68%) or Internet (74%) services; and those who described themselves as not informed about the CRTC (77%). Conversely, these plan holders were more likely to have paid data overage fees in the last 12 months.
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 1,154 respondents in 2024 with a wireless service plan that includes data answered as follows:
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. 2024: 2% did not know.
A little over 8 in 10 Canadians (81%) with a wireless service plan reported not experiencing a surprisingly high bill (‘bill shock') in the past year. The proportion of Canadians experiencing bill shock (18%) has been consistent for the last four years, varying by no more than 3% year over year since 2021 when it dropped to 16% from 22% in 2020.
Consistent with previous years, younger and middle-aged individuals were more likely to report encountering bill shock, with 22% each of 18- to 34-year-olds and 55- to 64-year-olds experiencing it, compared to 13% of those aged 65 and older. The likelihood of experiencing bill shock also was higher among allophones (24% versus 16% to 17% of those who first learned English or French at home as a child and still understand the language) and those living in the Territories (38% versus 16% of those in Quebec and 18% of those in Ontario).
Additionally, those who find it difficult to manage their data (48%), those who have switched wireless providers (24%), those who have filed a complaint about their wireless (40%) or Internet (25%) services, and those with an unfavourable impression of the CRTC (24%) were all more likely to have experience bill shock at some point during the last year.
Figure 13: Experience with ‘bill shock’
This line graph shows the proportion of respondents who have experienced bill shock over time. The 1,304 respondents in 2024 subscribed to a wireless service provider answered as follows:
The 1,471 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 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. 2024: 1% did not know.
Among those who have experienced bill shock in the last 12 months (n=235), the main two reasons were data overage fees (24%) and international travel (22%). Other reasons leading to bill shock were billing issues (12%), unexpected fees, such as network access or 911 fees, or setup charges (8% each), long distance fees (8%), and domestic travel, specifically, roaming fees (7%). In addition, 6% of respondents said simply that their bill is expensive or that it is increasing in general. All other reasons for experiencing bill shock were mentioned by fewer than 5% of respondents and can be found in Figure 14 below.
Figure 14: Top reasons for ‘bill shock’
This bar graph shows the top reasons cited by respondents for experiencing bill shock. The 235 respondents in 2024 subscribed who experienced bill shock answered as follows:
WC13. What was the main reason for the ‘bill shock' you experienced? [Multiple responses accepted] Base: n=235; respondents subscribed to a wireless service provider and who experienced ‘bill shock' in the last 12 months. Don't know: 8%.
Figure 15 presents the top reasons for bill shock over time, from 2016 to present. 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). After levelling off in 2023, the downward trend continues this year, with a year-over-year decline of 9%, from 33% in 2023 to 24%.
Compared to 2021, the proportion of Canadians attributing their bill shock to international travel continues to increase, from the low of 7% reported during the height of the COVID-19 global pandemic, to a high of 22% this year, which is generally in line with pre-pandemic levels.
After a notable increase in 2023 to 17% (up from 9% in 2022), billing issues have declined to 12%, while unexpected fees remain consistent year over year and the trend of declining mentions of long-distance fees as a reason for bill shock has stopped this year.
Figure 15: Top reasons for ‘bill shock’ (over time)
This horizontal bar graph shows the top reasons for bill shock over time. The 235 respondents in 2024 subscribed to a wireless service plan and experienced bill shock in the last 12 months answered as follows:
The 235 respondents in 2023 who 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. 2024: 8% did not know.
Among those who experienced bill shock, 6 in 10 were charged less than $50 (23%) or between $50 and $100 (37%), which is consistent with previous years. That said, as seen in Figure 16, the proportion of Canadians reporting charges of $50 to $100 is higher in 2024 than it was in 2022, when 33% reported paying charges in this range, and the proportion of Canadians reporting charges of $101 to $250 has increased this year after reaching a low of 14% in 2023.3
Figure 16: 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 2024 who experienced bill shock answered as follows:
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. 2024: 9% did not know.
Approximately half (51%) of those subscribed to a wireless service provider found it easy (scores of 5, 6, or 7 on a 7-point scale) to handle roaming charges while travelling, including one-third (33%) who said it is extremely easy to do this. The proportion of subscribers who find it easy to manage their roaming charges has been consistent since fall 2016, varying by no more than 2% year over year. Relatively few (15%) subscribers find it difficult (scores of 1, 2, or 3 on a 7-point scale) to manage roaming charges.
Figure 17: 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 1,304 respondents subscribed to a wireless plan in 2024 answered as follows:
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. 2024: 4% did not know.
Compared to those living in British Columbia (22%), subscribers in Atlantic Canada (41%), Quebec (37%) and the Prairies (37%) were more likely find it extremely easy to manage roaming charges when travelling. Subscribers aged 65+ (27%) were less likely than 55- to 64-year-olds (36%) and 35- to 54-year-olds (42%) to say that managing roaming charges is extremely easy. So too were subscribers with annual household incomes of under $40,000 (24%) compared to 38% of those from households with annual incomes of $100,000 to just under $150,000 and 43% of those earning $150,000 or more by year.
Most wireless service subscribers (84%) have not made a complaint about their wireless services in the past 12 months. In contrast, 15% reported making such a complaint. The incidence of filing a complaint about wireless services has been relatively consistent over the past few years, ranging from 15% this year to 17% in 2020. Moreover, significantly fewer Canadians have made a complaint in recent years than a decade ago, when 26% had done so.
Figure 18: 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 1,304 respondents subscribed to a wireless service plan in 2024 answered as follows:
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:
Wireless subscribers in Quebec (9%) were the least likely to report a complaint about their wireless services in the past 12 months (versus 16% of the living in Ontario and the Prairies, 18% in British Columbia, 24% in Atlantic Canada, and 30% in the Territories).
Not surprisingly, those who experienced bill shock (34%), as well as those who filed a complaint about their TV (23%) or Internet (31%) services were more likely to have made a complaint about their wireless services in the last year. In addition, the likelihood of making a complaint was higher among those not informed about the CRTC (18%) and those who have an unfavourable impression of the CRTC (18%).
The single largest proportion of respondents who filed a complaint about their wireless services over the last year pointed to incorrect charges on their bill (37%) as the reason for the complaint. Following this, approximately one-quarter (26%) filed a complaint due to inadequate quality of service and 17% due to data charges. Other reasons were mentioned by small numbers and can be found in Figure 19. The majority (83%) made their complaint for one reason; just 16% reported more than one reason for their complaint.
Figure 19: Reasons for complaints
This horizontal bar graph shows the main reasons respondents filed a complaint against their service provider. The 192 respondents in 2024 who filed a complaint with their wireless service provider answered as follows:
WC17. What was your complaint about? [Multiple responses accepted] Base: n=192; respondents subscribed to a wireless service provider who filed a complaint. Don't know: <1%.
Figure 20 presents the top reasons for wireless complaints over time. The number of respondents reporting incorrect charges on bills has not changed this year and is in line with pre-pandemic levels, after experiencing a sharp decline during the pandemic years (from 35%4 in 2020 to 20% in 2021 and 17% in 2022). Those reporting inadequate quality of service declined significantly this year, from 43% in 2023 to 26% in 2024 which is more in line with 2022 (at 23%) and 2021 (at 29%).
The proportion of wireless subscribers attributing their complaint to data charges has increased slightly this year after a steady rate of decline from 2018 to 2022.
Figure 20: Top reasons for complaints: Over Time
This line graph compares the top reasons for complaints against wireless service providers over time. The 192 respondents in 2024 who filed a complaint with their wireless service provider answered as follows:
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. 2024: <1% did not know.
Most (88% compared to 92% in 2023) of those who filed a complaint about their wireless services in the past 12 months did so directly with their provider. The rest complained to the Commission for Complaints for Telecom-television Services (CCTS) (4%, up from no-one in 2022 and 2023) or to both their service provider and the CCTS (5%). In this regard, it is important to mention that the CCTS's role is to review complaints from individuals dissatisfied with their service provider's response.
Figure 21: 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 192 respondents in 2024 who filed a complaint against their wireless provider answered as follows:
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. 2024: 41% did not know.
Two-thirds of Canadians (66%) reported that they find their wireless contract clear and easy to understand (scores of 5, 6, or 7 on a 7-point scale). The proportion of Canadians finding their contract clear and easy to understand has been increasing over time, from a low of 57% in 2020 to the current high of 66%.
In contrast, approximately 2 in 10 (17%) reported that they find their contract to be unclear and difficult to understand. A small percentage (3%) admitted to never reading the agreement, and an even smaller group (1%) reported not having a contract.
Figure 22: Ease of understanding wireless contract
This horizontal bar graph shows respondents’ level of ease of understanding their wireless contracts. The 1,471 respondents in 2024 subscribed to a wireless plan answered as follows:
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. 2024: 1% did not know.
Those living in British Columbia (19%) were the least likely to find their contract extremely clear and easy to understand. The likelihood of saying their contract is extremely clear and easy to understand increased as education levels declined, from 24% of those with at least a bachelor's degree to 43% of those with high school or less.
Those with a shared or family plan (25%), those who find it difficult to manage their data (18%), those who experienced bill shock (18%), and those who lodged a complaint about their wireless services (23%) were less likely to say their contract is extremely clear and easy to understand.
Just over half of Canadians (52%; up from 46% in 2023) consider the explanation of their trial period to be clear (scores of 5, 6 or 7 on a 7-point scale). On the other hand, approximately a quarter (24%; down from 30% in 2023) found the explanation of the trial period to be unclear. Others mentioned not having a contract (2%), never reading the agreement (2%), and not having a trial period (1%).
Figure 23: 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 1,304 respondents in 2024 who are subscribed to a wireless service provider answered as follows:
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. 2024: 2% did not know.
Those living in British Columbia (15%) were the least likely to say these measures were extremely clear. The likelihood of saying the trial period was explained to them extremely clearly increased as education levels declined, from 22% of those with at least a bachelor's degree, to 38% of those with high school or less.
As with other related knowledge measures, the following groups were less likely to find their service provider's explanation of the trial period to be extremely clear: those who find managing their data challenging (16% versus 30% of those who find it easy), those who experienced bill shock (19% versus 30%), and those who had a complaint about their wireless (20% versus 29%) or Internet (21% versus 29%) services in the last 12 months.
Fifteen percent of respondents subscribed to a wireless service provider have had their provider change their plan without expressly making them aware of how the terms and conditions had changed. Over time, the proportion of Canadians reporting changes without the mandated disclosure has remained relatively consistent, varying by no more than 4% year over year.
Figure 24: 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 1,304 respondents in 2024 subscribed to a wireless service plan answered as follows:
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.
Those who experienced bill shock (24%) and those who lodged a complaint about their wireless service (34%) in the past 12 months were more likely to report having experienced undisclosed changes to the terms and conditions of their plan.
Almost 8 in 10 (78%) Canadians subscribed to a wireless plan have not changed service providers in the last two years. Consistent with previous years, approximately 1 in 5 (22%) have changed their wireless service provider in the last two years.
Figure 25: 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 1,304 respondents in 2024 subscribed to a wireless plan answered as follows:
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.
Individuals who experienced bill shock (29%) and those who had a complaint about their wireless (32%) or Internet (29%) services were more likely to say they switched wireless providers in the last two years.
The likelihood of changing wireless service providers in the last two years increased as age decreased, from 13% of those aged 65+ to 29% of 18- to 34-year-olds. Additionally, men (25%) and racialized respondents (29%) were more likely to have changed providers, while Indigenous respondents (11%) and those with a high school education or less (15%) were less likely to have switched providers.
Of those who switched wireless providers in the last two years (n=247), nearly two-thirds (64%; down from 69% in 2023) did so because they were offered a better deal by another service provider. Approximately one-third (32%; up from 26% in 2023) made the switch because they were no longer satisfied with their current service provider. Relatively few changed service providers for other reasons: 9% mentioned the need for a new or upgraded phone, and 3% reported that they moved to an area not covered by their current service provider.
Figure 26: Reasons for changing wireless service provider
This horizontal bar graph shows the reasons for changing wireless service providers and compares results over time. The 247 respondents in 2024 who changed service providers answered as follows:
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:
WC23. Why did you change service provider? [Multiple responses accepted] Base: respondents who switched service providers. 2024: 1% did not know.
Exactly 8 in 10 (80%) Canadians considered the process of switching service providers to be easy (scores of 5, 6, or 7 on a 7-point scale), including just over half (56%) who said the process was extremely easy. Year-over-year, there has been no significant change in the proportion of wireless subscribers who found it easy to switch service providers. Fourteen percent found the process difficult (scores of 1, 2 or 3 on a 7-point scale).
Figure 27: 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 247 respondents in 2024 who changed wireless service providers answered as follows:
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:
QWC24. 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. 2024: 1% did not know.
The likelihood of finding it easy to switch service providers was higher among those living in rural areas (91%) and men (87%), as well as subscribers who have not experienced bill shock (85%) nor filed a complaint about their wireless service (85%).
The top reason for the difficulty switching service providers was the high costs of ending one's contract (40%; up from 22% in 2023). Following this, approximately one-quarter reported that switching was made difficult by their provider (26%; down from 44% in 2023) or by technical issues (26%; up from 19% in 2023).
Figure 28: Reasons for difficulties switching service providers
This horizontal bar graph shows the reasons why switching wireless providers was difficult. The 36 respondents in 2024 who switched providers and found it difficult answered as follows:
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:
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.
Exactly 6 in 10 (60%) Canadians reported that their household subscribes to a cable, satellite, or IPTV TV service. Consistent with 2023, Quebec residents (69%) were more likely than those residing in Ontario (60%), the Prairies (56%), British Columbia (51%) or the Territories (43%) to subscribe to a TV service. In addition, subscribing to a TV service increased with age, from 33% of 18- to 34-year-olds to 84% of those aged 65 and above, while those with at least a bachelor's degree (53%), Indigenous respondents (44%), and racialized respondents (44%) were less likely than their counterparts to subscribe to a TV service.
Roughly two-thirds (66%) of Canadians who subscribe to a TV service find their contract clear and easy to understand (scores of 5, 6, or 7 on a 7-point scale). In this regard, since 2019, the proportion of respondents saying that their contract is clear and understandable has gradually increased, from 54% to 66% in 2024.
On the other hand, a little over 1 in 10 (13%) find their contract unclear and difficult to understand (scoring 1, 2, or 3 on a 7-point scale). Very few respondents reported not having a contract (4%) or admitted to never reading the agreement (4%).
Figure 29: 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 949 respondents in 2024 subscribed to a TV service answered as follows:
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 provider. 2024: 4% did not know.
Compared to respondents in the Prairies (62%) and the Territories (55%), those from Quebec (71%) were more likely to have found their contract clear and easy to understand. In addition, those who have experienced bill shock (55%) and those who filed a complaint about their TV service (56%) were less likely than those who have not experienced bill shock (68%) nor filed a complaint (70%) to find their contract clear and easy to understand.
More than one-third (37%) of Canadians subscribed to a TV service said they were informed about their provider's basic service package (up from 30% in 2021). In 2022, this question was modified to clarify that the basic service package should not exceed $25 per month. This change led to a notable decrease in the number of respondents reporting awareness of their provider's basic service package (from 55% in 2021 to 31% in 2022).
Figure 30: Awareness of basic service package
This line graph shows respondents’ awareness of their TV provider’s basic service package. The 949 respondents in 2024 subscribed to a TV service answered as follows:
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:
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. *QUESTION WORDING CHANGED in 2022. Base: respondents subscribed to a TV service provider.
Residents of Ontario (41%) and Quebec (40%) were more likely than residents of British Columbia (25%) and the Territories (24%) to say that their service provider informed them about their entry-level offering. Moreover, contrary to 2023, as age increased, the likelihood of reporting being informed decreased (from 48% of 18- to 34-year-olds to 33% of those 65 and older). In addition, those aware of the consumer protection codes (46%), those who are informed about the mandate and role of the CRTC (46%), and those with a favourable impression of the CTRC (45%) were more likely to say their service provider informed them about their entry-level offering.
Among Canadians who subscribe to a TV service, 20% reported having filed a complaint about their TV services in the past 12 months (unchanged from 2023).
Figure 31: 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 949 respondents in 2024 subscribed to a TV service answered as follows.
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.2024: 2% did not know.
Complaints continue to be lower in Quebec than elsewhere in the country, with 87% in Quebec saying they have not made a complaint. In addition, those who filed a complaint about their wireless (34%) or Internet (50%) services were more likely to report making 'a complaint about their TV services.
Among those who filed a complaint about their TV services (n=198), 58% complained about inadequate quality of service (up from 50% in 2023 and 29% from 2022). Just over one-quarter (27%) complained of incorrect charges on their bill (compared to 30% in 2023). The full list of complaints can be found in Figure 32.
Figure 32: Reasons for complaints to TV service provider
This horizontal bar graph shows the reasons respondents filed a complaint against their TV provider. The 198 respondents in 2024 who filed a complaint answered as follows:
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. 2024: 2% did not know.
The vast majority (93%) of households in Canada subscribe to a home Internet service. Canadians who do not subscribe to a home internet service are more likely to be aged 65+ (11%), have an annual household income of under $40,000 (21%), and have no more than a high school education (12%).
Just over two-thirds (68%) 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), including 31% who said it is extremely clear. Perceptions of contract clarity has been stable since tracking began in 2022.
On the other hand, 14% of respondents --- consistent with 2023 --- find their contract unclear and difficult to understand (scores of 1, 2, or 3 on a 7-point scale). Very few reported never reading the agreement (4%) or not having a contract (2%).
Figure 33: 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 1,376 respondents in 2024 subscribed to an Internet service provider answered as follows:
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: respondents who subscribe to Internet service. 2024: 3% did not know.
Those in British Columbia (54% versus 70% in each of Quebec and Ontario and 73% in the Prairies) and those aged 55 to 64 and those aged 65+ (63% and 64%, respectively, versus 74% of 18- to- 34-year-olds) were less likely to report finding their Internet contract clear and easy to understand.
A little over 2 in 10 (21%) Canadians with a home Internet service filed a complaint about their services in the last 12 months. The incidence of complaints is unchanged year over year.
Figure 34: 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 1,376 respondents in 2024 answered as follows:
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. 2024: 1% did not know.
As was the case in 2023, complaints about Internet services are lower in Quebec than elsewhere in the country, with 9 in 10 (90%) respondents from Quebec saying they have not made a complaint. The likelihood of making a complaint was higher among racialized respondents (26%), those who have experience bill shock (29%), as well as those who also filed complaints about their wireless (41%) and TV (49%) services.
Nearly 4 in 10 (39%) of those who filed a complaint about their Internet services expressed concerns about the legitimacy or amount charged for early contract cancellation (compared to 45% in 2023). Moreover, 3 in 10 (31%) reported having issues related to inadequate service quality, while 17% reported incorrect charges on their bills and 14% reported having issues with service calls. For a full view of the types of complaints, please see Figure 35.
Figure 35: Nature of complaint about Internet service
This horizontal bar graph shows the nature of complaints made by respondents against their Internet providers. The 286 respondents in 2024 who made a complaint answered as follows:
The 338 respondents in 2023 who made a complaint answered as follows:
IC3. What was your complaint about? [Multiple responses accepted] Base: respondents subscribed to Internet service and filed a complaint. 2024: 2% did not know.
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.
Consistent with 2023, approximately one-third of Canadians feel well (27%) or very well (7%) informed about the mandate and role of the CRTC. Conversely, almost two-thirds (64%) do not feel well informed.
Figure 36: Informed on CRTC role and mandate
This line graph shows the level to which respondents are informed about CRTC’s role and mandate. The 1,500 respondents in 2024 answered as follows:
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. 2024: 2% did not know.
As age increased, so too did the likelihood of feeling informed about the mandate and role of the CRTC. On the other hand, allophones (78%), 18- to 34-year-olds (77%), members of racialized communities (71%), those not aware of the consumer protection codes (67%), and those who reported an unfavourable impression of the CRTC (58%) were more likely to feel not very well or not at all informed about the CRTC.
Canadians' impressions of the CRTC are unchanged this year, with exactly one-quarter (25%) holding a somewhat or very favourable impression of the CRTC. As was the case in 2023, favourability continues to sit at a record low, with the previous low of 29% recorded in Fall 2016. The single greatest proportion of Canadians (42%) have a neutral impression of the CRTC (i.e., they hold neither a favourable nor unfavourable impression). Canadians informed (43%) about the CRTC's role and mandate were more likely than those not informed (16%) to hold a favourable impression of the agency. The same was true of Canadians aware of the consumer protection codes—36% hold a favourable impression of the CRTC compared to 24% of those who are not aware of these codes.
Figure 37: Impressions of the CRTC
This line graph shows the impression of the CRTC among respondents. The 1,500 respondents in 2024 answered as follows:
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. 2024: 12% did not know.
As age increased, so too did the likelihood of holding a favourable impression of the CRTC, from 21% of 18- to 34-year-olds to 32% of those aged 65+. In addition, those from Quebec (34%) were more likely than residents of Ontario (22%) and the Prairies (19%) to hold a favourable impression of the CRTC.
The majority of Canadians (69%, down from 74% in 2023) said that their impression of the CRTC has not changed over the past year. Among those who reported a change, 15% said their impression has declined (compared to 10% in 2023).
Figure 38: 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 1,500 respondents in 2024 answered as follows:
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. 2024: 13% did not know.
The following tables present the characteristics of respondents (using weighted data).
| Province and territories | Percent |
|---|---|
| Ontario | 38% |
| Quebec | 23% |
| British Columbia | 14% |
| Alberta | 7% |
| Manitoba | 5% |
| Saskatchewan | 5% |
| Nova Scotia | 2% |
| Newfoundland and Labrador | 2% |
| Prince Edward Island | 1% |
| New Brunswick | 1% |
| Yukon | <1% |
| Northwest Territories | <1% |
| Nunavut | <1% |
| Gender | Percent |
|---|---|
| Woman | 51% |
| Man | 48% |
| Another gender | 1% |
| Prefer not to answer | <1% |
| Education | Percent |
|---|---|
| Less than a High School diploma or equivalent | 3% |
| High School diploma or equivalent | 16% |
| 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 | 11% |
| Bachelor’s degree | 24% |
| Post graduate degree above bachelor’s level | 16% |
| Prefer not to answer | 2% |
| Household income | Percent |
|---|---|
| Under $20,000 | 5% |
| $20,000 to just under $40,000 | 9% |
| $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 | 19% |
| Prefer not to answer | 16% |
| Age | Percent |
|---|---|
| 18-34 | 27% |
| 35-54 | 32% |
| 55-64 | 14% |
| 65+ | 27% |
| Location | Percent |
|---|---|
| Urban centre | 75% |
| Rural community | 16% |
| Prefer not to answer | 8% |
| Indigenous | Percent |
|---|---|
| Indigenous | 5% |
| Non-Indigenous | 94% |
| Prefer not to answer | 1% |
The following specifications applied to this research:
The following table presents information about the final call dispositions for this survey and calculation of the response rate:
| Total | Landline | Cell | |
|---|---|---|---|
| Total Numbers Attempted | 86,162 | 17,815 | 68,321 |
| Out-of-scope - Invalid | 45,370 | 6,480 | 38,890 |
| Unresolved (U) | 26,605 | 6,478 | 20,127 |
| No answer/Answering machine | 26,605 | 6,478 | 20,127 |
| In-scope - Non-responding (IS) | 12,461 | 4,273 | 8,188 |
| Language barrier | 329 | 150 | 179 |
| Incapable of completing (ill/deceased) | 113 | 72 | 41 |
| Callback (Respondent not available) | 970 | 186 | 784 |
| Refusal | 10,557 | 3,756 | 6,801 |
| Termination | 492 | 109 | 383 |
| In-scope - Responding units (R) | 1,726 | 589 | 1,137 |
| Completed Interview | 1,500 | 500 | 1,000 |
| Quota full | 121 | 63 | 58 |
| Not Qualified – Employment exclusions | 72 | 19 | 53 |
| Not Qualified – Age | 26 | 5 | 21 |
| Not Qualified – Refused to provide region | 7 | 2 | 5 |
The overall response rate was 4% (5% for the landline sample and 4% for the cell phone sample). Using the numbers from the final call dispositions table (the bullet above), the survey response rate is calculated as follows: [R=R/(U+IS+R)]. This means that the response rate is calculated as the number of responding units [R] divided by the number of unresolved [U] numbers plus in-scope [IS] non-responding households and individuals plus responding units [R].
The survey data have been weighted by region, age and gender using population figures from Statistics Canada's 2021 census data. The weights correct for the disproportionate regional sampling. Any respondents who refused to provide their age and/or gender were given a neutral weight so as not to skew the weighting proportions. The table below shows the unweighted and weighted proportions for the variables used to create the weights:
| Unweighted | Weighted | |
|---|---|---|
| Base | n=1,500 | n=1,500 |
| Region | ||
| Atlantic Canada | 100 | 100 |
| Quebec | 300 | 344 |
| Ontario | 400 | 576 |
| Prairies | 395 | 268 |
| British Columbia | 155 | 207 |
| Territories | 150 | 5 |
| Age | ||
| 18 to 34 | 232 | 405 |
| 35 to 54 | 466 | 482 |
| 55 to 64 | 275 | 205 |
| 65 or older | 527 | 408 |
| Gender | ||
| Male | 811 | 721 |
| Female | 668 | 758 |
| Another gender6 | - | - |
A non-response analysis was conducted to assess the potential for non-response bias. Survey non-response can bias results when there are systematic differences between survey respondents and non-respondents. As displayed in the table above, the survey sample differs from the population in terms of age (as is often the case with telephone surveys of the general population). Canadians under 35 were under-represented in the survey sample and those aged 65 and older were over-represented in the survey sample. Weights were applied to adjust for the discrepancy between the survey sample and the population.
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 ].