What to do if you have problems with your telecom service provider

by | May 29, 2024 | Finance and Business

Many of us know how frustrating it is to wait on hold for your phone, TV or internet provider to solve issues like connectivity problems, billing errors or other concerns. You just make it through the various layers of customer service and the problem gets resolved. But what about when it doesn’t? What if you contact your service provider and they don’t – or won’t – fix the problem?

Well, in Canada, we have ombudsman organizations that you can take your complaint to – they’re designed to help with issues between service providers and customers. Here’s how:

Document the issue

Write down what the issue is and outline the steps you have taken to solve it with the provider. Include relevant dates. Keeping records of your communications with the service provider can help jog your memory and back up your claims.

Decide what you hope to achieve

From a simple apology from the provider, to getting back a payment, receiving additional compensation or something else entirely, think about what you would consider a reasonable resolution.

Submit a complaint to the ombudsman

The Commission for Complaints for Telecom-television Services, or CCTS, is the national, independent and impartial resolution service you can escalate your complaint to if your phone, internet or TV provider hasn’t solved a problem. Their services are available in English or French and are provided free of charge.

It takes about 15 minutes to file a complaint online: you input the details about the situation and the solution you think is fair. If your issue is outside of their mandate, they’ll let you know and, if possible, refer you elsewhere. Most complaints filed with the organization are resolved within 30 days.

Learn more about the organization and how to submit a complaint at ccts-cprst.ca

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