Making a complaint

Your views are important to us and we value feedback on our products and services. We will act on our customer feedback whenever possible to help us improve our services or efficiency and focus on the needs of our customers.

We strive on providing the best possible service but mistakes can take place. If a mistake occurred or if you think that our performance is not satisfactory, we want to know so that we can improve and prevent it from occurring again.

What do we mean by a complaint?

A complaint is when you want to tell us that you are not satisfied with our product, service or interaction with us.

You should make a complaint when:

• You think our service is not up to standard.
• You have not been treated politely.
• You think we have not followed the correct procedures.
• A service you have asked for has not been provided and we have not given you a reasonable explanation.

How do I make a complaint?

Step 1: Contact Customer Care

If you have a concern, contact our Customer Services Team who can help. Most problems can be resolved quickly and effectively.

Contact us at 1-866-261-4447,
From Monday to Friday from 8:00 a.m. to 9:00 p.m.
Saturday and Sunday from 9:00 a.m. to 5:00 p.m.
 

Step 2: Escalate your complaint

We hope we can resolve your complaint by the first step.

However, if you are dissatisfied with our response, you should contact us and have your complaint escalated. We will connect you with the correct department for resolution and investigate immediately. We also have the option of completing the necessary information to investigate and requesting a call back for you. The call back will take place within the next 24-48 hours. We will keep you informed of what action is being taken.

In order to escalate your complaint, you can fill in our online Complaint form.

Step 3: Taking your complaint further – Office of the President

If after completing both steps 1 and 2 you are still not satisfied, you can write to the Office of the President who will carry out an independent investigation and tell you the outcome.

However, you should keep in mind the time it takes for us to receive your mail. You will be contacted usually within 24 hours of receipt. We will keep you informed of what action is being taken and approximate time for resolution depending on the nature of the concern.

You may write to:
Office of the President
950 Syscon Rd
PO Box 5076 Stn.Main
Burlington, ON
L7R 4S6

Step 4: Contact Commissioner for Complaints for Telecom- television Services (CCTS)

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 CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.