Making a Complaint
Step 1: Tell us about your concern. The best way to resolve a problem is talk about it early. As soon as you notice an issue, please do let us know -- whether by phone, online chat, or social media. Our representatives, who sit in Chatham, ON and Gatineau, QC, strive to work patiently with you to do what’s right for the customer.
Step 2: Escalate to a supervisor. If you’ve discussed the issue with your account manager and you’re still unsatisfied, you can request to speak with a supervisor. If a supervisor is available at that time, they will take the call and they’ll establish what the next best course of action is to assist in resolving your concern(s). Once that is established, you will return into your account manager’s care. In certain situations, we may advise you that a supervisor will get back to you within the next 24-48h.
Step 3: Escalate to the CEM team. If you feel your issue remains unresolved after you’ve spoken with a supervisor, you have every right to ask to speak with our next tier of escalation. If you make this request, the supervisor will submit your request to our Customer Experience Management team (CEM). The CEM team will contact you back in the following 24h-48h to discuss and do their best to come up with a satisfactory resolution.
Step 4: Commission for Complaints for Telecom-television Services (CCTS). The CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you. To learn more about the CCTS, you may visit its website, at www.ccts-cprst.ca, or call toll-free: 1-888-221-1687.