Customer service – complaint
The quality of your customer experience is priority number one for each of our employees. If you have a complaint or want to inform us of any dissatisfaction, please contact us. To enable us to study your case as quickly as possible, we ask that you follow the steps below.
Step 1: Call Customer Service
Call Customer Service at 1-800-965-9065 or 514-908-5420, menu option1 then 2.
Ask questions or explain the matter to the B2B2C customer service agent who answers your call. Most problems can be addressed during this step. If you are not satisfied with the answer or the proposed solution, proceed to step 2.
Step 2: Request to talk to a supervisor
If you were not satisfied with step 1, you can request to speak with a supervisor who will promptly take your call or call you back as soon as possible if not immediately available. The supervisor will analyze your request and/or the proposed solution. If you are not satisfied with the answer or the proposed solution, you may proceed to step 3.
Step 3: File a complaint online
If the steps taken previously do not prove satisfactory, complete the “Leave us your questions by email” on the contact page and indicate that this message is for a “Complaint” in the message body. In this message please also describe the problem and tell us why the solution we have proposed does not suit you. After receiving the form, a specialized counselor will call you to handle your request.
Step 4: Write a letter to B2B2C
If you were not satisfied in step 3 and you wish to file a complaint through the mail, please send it to the following address:
Director, Customer services
Laval, Quebec H7L 5Y1
Describe the situation and explain why you do not agree with the solution that was proposed. Your inquiry will be handled within 48 hours of receipt by a senior service manager who will handle your request.
If you were not satisfied during the previous steps, you may file a complaint with The Commissioner for Complaints for Telecommunications Services (CCTS).
Commissioner for Complaints for Telecommunications Services (CCTS)
CCTS is an independent agency whose mandate is to resolve complaints of individual and small business customers about their telecommunications services. If you have a complaint about your telephone, wireless, or Internet 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, free of charge.
To learn more about CCTS, you may visit its website at https://www.ccts-cprst.ca/, or call toll-free at 1 888 221-1687.
The CCTS does not handle complaints regarding Web hosting.