How to resolve a complaint
We try our best to exceed or at least meet your expectations. We also understand that sometimes you may have a complaint to make, here are the best ways to make them:
(1) Contact us by phone or e-mail
Our staff is trained to receive, treat and resolve complaints. We also believe that the best way to solve a complaint is by talking to us about your issue with our services, and explain what are your expectations so that we can better meet them. Once you contact us, we will take the necessary time to address all of your points and take the steps to solve your issue.
(2) Escalate the issue to a team leader or a supervisor
If our staff members were not able to solve your complaint, please ask for a supervisor to look into the issue. Supervisors have not only more experience but also have different tools at their disposal to address the issues that you may have.
(3) Escalate the issue to a manager
If your issue still goes unresolved, even after speaking to a supervisor, you may ask for the attention of the manager. The manager will have you file on hand and will respond to all of the points that your complaint contains. A manager may also be scheduled at your best convenience to take the necessary time to reach a solutioné
(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.