A Customer Care agent will try and resolve your complaint and open a trouble ticket (TT) to track it.
If you are not pleased with the proposed resolution of the customer care agent, your complaint will be escalated to a Supervisor and/or Manager by providing them with all the necessary information including account code, name, activation date, plan type, as well as the nature of the complaint.
The Supervisor / Manager will attempt to resolve the complaint to your satisfaction, and will reach out to you directly or the initial agent will contact you.
If you continue to be dissatisfied with the proposed resolution to your complaint, you can at that point file a complaint directly with the CCTS.
Commission 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.
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