The Globe and Mail reports in its Thursday, Nov. 24, edition that formal complaints about telecom services dropped for the third year in a row as Canada's Internet and wireless providers continue their push to be customer-friendly in a bid to keep subscribers. The Globe's Christine Dobby writes that as the industry matures and growth slows, the major Canadian players have been investing in keeping customers happy and reducing the rate of subscriber turnover. The number of overall complaints to the Commissioner for Complaints for Telecommunications Services (CCTS) dropped 18 per cent in 2015-2016 and CCTS commissioner Howard Maker says part of that is owing to efforts by the carriers to keep customer complaints "in-house" and prevent them from escalating to the point where the industry ombudsman has to step in. He says: "It's very apparent to us that the providers care about their CCTS complaint numbers. It reflects on their brand, on their reputation -- and so it's in their interests reputationally and cost-wise to keep the numbers down." The steady decline in the number of complaints to the CCTS suggests the industry's biggest players are better at avoiding formal complaints.