Highlights

Our customers

Succeeding in a highly dynamic and competitive market demands that we provide the best possible experiences for customers. That’s why Bell seeks to deliver exciting and innovative products and services, including the best in broadband, wireless, digital content and business solutions.

Building the best broadband network technology

Bell’s investments in broadband and innovation do more than deliver the best possible communications services – they also help us improve how we provide service to our customers.

Bell invests more than any competitor in Canada’s communications infrastructure and new network builds, delivering unmatched broadband speeds to more consumers and businesses in more communities than ever.

Bell operates the largest fibre network in Canada, spanning more than 270,000 kilometres.

Customer experience keeps getting better

We bring next-generation products and services to market. Bell is at the forefront of innovation, investing more in research and development than any other Canadian communications company and working with multiple technology partners on the introduction of new and advanced products and services.

In recent years, Bell has invested more than $850 million to provide better training and tools for our call centre representatives and field technicians as well as improve online customer self-serve options. These options include MyBell.ca and the MyBell app, which enable customers to manage their services, add or switch features and efficiently resolve issues.

Prioritizing investment in customer experience and advanced online tools is improving results as measured by the federal Commissioner for Complaints for Telecom-Television Services (CCTS). In fact, the latest CCTS mid-year report, covering the August 1, 2018 to January 31, 2019 period, shows that despite having the most customers of all service providers Bell’s proportion of overall complaints from customers continues to decline year after year and more than any other service provider.

Canadian businesses run on Bell

Bell is the top choice for many leading Canadian businesses, governments and public institutions seeking superior broadband technology, world-class data products and leading-edge service solutions. With Canada’s largest network of 28 state-of-the-art data centres, Bell is Canada’s leader in offering the most advanced hosting and cloud computing facilities. And with our leading broadband networks, more Canadian businesses than ever have access to services that offer better reliability, faster speeds and secure connections.

We continue to enhance our Bell Cloud Connect services, providing flexible cloud computing and storage solutions from Bell and partners including Microsoft, IBM and – new in 2018 – Amazon Web Services.

Customer privacy and security

At Bell, we are committed to maintaining the privacy, accuracy and security of the personal information entrusted to us by our customers, an approach that we explicitly lay out in the Bell Privacy Policy. Our privacy policy clearly explains how and when we collect as well as use and disclose personal information, including how we share information within the Bell group of companies. We also explain what is and what is not considered as personal information.

Bell is dedicated to protecting its networks, systems, applications, data centres, records, and the personal information they contain against all threats, including cyber attacks, unauthorized access or entry, damage from fire, natural and other events. Given that the vast majority of Canadian corporations use Bell services, we understand and make every effort to protect the competitiveness of Canadian business by seeking to maintain network security and stability. That entails continuous investment to upgrade performance so that the network can be available 99.99% of the time. We also deploy defensive layers and controls complimented by rigorous monitoring and regular security testing.

Accessibility for everyone

Bell believes the benefits of advanced communications technology should be easily accessible by everyone. An estimated 1 in 5 Canadians lives with a disability and through initiatives like our Accessibility Services Centre, which offers adaptive products and services for customers with mobility, cognitive, hearing, vision and speech disabilities, Bell is helping to break down barriers that limit access. Our Accessibility Services Centre website on Bell.ca meets the international benchmark Web Content Accessibility Guidelines AA rating, demonstrating our commitment to ensure customers with disabilities can access important information online. On the website we offer a Mobile Device Selector tool to help customers find devices with features such as screen magnification, TTY (teletypewriter) compatibility, external Braille support, and guided access mode. We also provide a dedicated team of agents, specially trained in the entire line of Bell products, services, and accessibility options. These agents are also trained to provide assistance for seniors, including those who may have dementia or require medical alert systems.