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Description: It may not be a surprise: complaints against telecom companies in Canada have hit record levels. The Commission for Complaints for Telecom-television Services (CCTS) said complaints were up 35 per cent for the year ended July 31. Bell Canada was at the top – or should that be the bottom? – with 30% of the complaints.

Date:  November 28, 2019



Discussion points:

1) What do you think of your phone service provider? Do you have complaints?

2) What could an accountant do to attach a cost to these customer complaints?

3) On page 8 of Wiley’s Managerial Accounting: Tools for Business Decision-Making you can read how Bell Canada uses complex systems to both control and evaluate its managers. How might these customer complaints fit into the control and evaluation process?

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