Public Mobile, a Telus-owned company, recently announced the end of its legacy rewards program in favor of the newer Public Points program. This change has left many customers feeling disappointed, as they believed the original promise to keep the old rewards program as long as they remained customers. As a result, some customers have filed complaints with the CCTS regarding this transition.

According to reports from iPhone in Canada readers, the CCTS has been swift in handling these complaints. After accepting a complaint in mid-March, Public Mobile responded with an objection four days later. However, the CCTS took just 11 days to deny Public Mobile’s objection, showing their commitment to addressing customer concerns promptly.

In response to Public Mobile’s objections based on its policies and procedures outlined in section 4.3 of the CCTS Procedural Code, the CCTS clarified that issues such as billing disputes and contract changes fall within its scope and are subject to review.

Despite Public Mobile’s efforts to defend its decision, the CCTS maintained its stance and rejected their objection. Customers have until mid-April to respond to the CCTS regarding this matter.

In 2018, Public Mobile customers successfully reversed a plan price increase after filing over 1,600 complaints with the CCTS. If you have concerns about telecom matters, including Public Mobile’s recent changes, you can file a complaint with the CCTS after contacting your wireless carrier directly. It is advisable to first address your concerns with your provider before escalating them to the CCTS.

Have you filed a complaint with the CCTS regarding Public Mobile’s decision to discontinue its old rewards program? Share your experience with us!