2016-2017 CCTS Annual Report: Videotron remains first in customer experience

The latest report from the Commission for Complaints for Telecom-television Services (CCTS) confirms that Videotron is the customer experience leader. While the CCTS logged an 11% increase in the number of complaints during the past year, complaints about Videotron were down 13.9%. Videotron was the only major telecom industry player to generate fewer complaints.


Videotron also stood out from its main rivals by rigorously fulfilling all its obligations under the two codes of conduct the CRTC has established to protect consumers, the Wireless Code and the Deposit and Disconnection Code. Videotron was the only major telecommunications provider that committed no breaches of either code.

The focus on customer experience is in our DNA. Day after day, we work hard to maintain our lead on this front. Our customers have high expectations and we are more determined than ever to continue improving our processes and services in order to deliver the best customer experience anywhere.

Manon Brouillette President and CEO of Videotron

According to the CCTS annual report, complaints against Videotron about non-disclosure issues or misleading contract information were down 25%. The positive numbers reflect Videotron’s efforts to simplify and clarify its consumer service contracts, in collaboration with the public legal education organization Éducaloi. The new version of the contract, in use since the spring, makes it easier for customers to find their way around the terms and conditions. Helping consumers understand the obligations of both parties is a win-win for all involved.

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