GATINEAU — Today, the CRTC released its Wireless Code Public Opinion Research – Spring 2021 final report, which finds generally an increasing number of Canadians are opting for unlimited data plans and finding their wireless contracts easier to understand.
For the report, the CRTC commissioned Kantar to conduct a public-opinion research survey to obtain tracking data on how consumers understand their wireless service contracts and their related rights, as well as to explore various topics such as wireless complaints, data usage, bill shock and ease of switching service providers.
Among the report’s findings, a small but increasing number of Canadians (15%) now opt for unlimited data plans. Generally, the percentage of Canadians who choose wireless plans with any amount of data remains high (85%), and the vast majority (97%) say they take steps to manage or limit their data use.
As a result, fewer Canadians paid data overage fees in 2021 compared to any other year tracked (73% paid no overage fees vs. 51-59% from 2016-2020), says the report.
Related to that, fewer Canadians are reporting bill shock in 2021 than in previous years (16% reported bill shock in 2021 vs. 21-29% from 2014-2020). Among those who experienced bill shock in 2021, data overage fees continue to be the primary stated reason (41%), although this has decreased since 2020 (50%).
The report acknowledges that with Covid-19 restrictions forcing many Canadians to spend more time at home, use of home Internet connections may have been a mitigating factor in why consumers have been paying less data overage charges.
However — despite the Wireless Code mandating providers suspend data overage charges once they exceed $50, unless the user consents to paying additional fees — more than two-thirds (70%) of those who experienced bill shock continue to report they have had charges in excess of $50 during the past year, with most of these falling in the $50 to $100 range (67%).
On a positive note, Canadians are finding their wireless contracts increasingly easy to understand, with the majority (62%) saying they find their contract clear and easy to understand (5, 6 or 7 on a scale of 1-7). This reflects a 5% increase over 2020, according to the report.
However, little has changed since 2020 regarding Canadians’ understanding of trial periods and contract cancellation terms. Only half (51%) find the explanations for these clear and easy to understand, suggesting general confusion continues to exist among some Canadians related to trial periods and cancellation of contracts.
The number of Canadians who reported changing their service provider over the past two years remains steady at 20%. As in previous years, most Canadians who switched cited being offered a better deal (53%). Among those who switched, few experienced difficulties switching providers (7%), according to the report.
The incidence of Canadians who report having made complaints about their wireless services has remained stable over the past year (16%) and remained below 2014 levels (26%), suggesting the Wireless Code is having a positive impact for wireless consumers, says the report.
Inadequate quality of service is now the top stated reason for complaints (29% in 2021 vs. 22% in 2020). Given lower incidence of bill shock, complaints regarding incorrect charges have decreased (20% vs. 35% in 2020).
Regarding the types of wireless plans Canadians purchase, little has changed over the past year with most continuing to purchase post-paid services in 2021 (90%), with few purchasing pre-paid services (9%). Consistent with the previous two years, many also continue to use an individual plan (68%), with one-third (31%) opting for a family plan.
To access the entire 95-page report, please click here. (The .pdf version is the most readable format.) A nine-page executive summary is also available at the same weblink.
