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

Source:  thestar.com

 Link: https://www.thestar.com/business/2019/11/28/canadian-telecom-complaints-hit-record-high-with-bell-leading-the-pack.html?source=newsletter&utm_source=ts_nl&utm_medium=email&utm_email=760BE779956395955CFBBA5C497D22A3&utm_campaign=sbj_18209&utm_content=a01

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?