New to Canada?

Moving to a new country comes with a lot of new experiences. Understanding internet, phone, and TV services can be challenging, especially when you're navigating contracts, bills, and unfamiliar terms.

A classroom of newcomers to Canada outside

How you can solve a problem with your phone, internet, or TV service

Contact your service provider

If you have a concern about your phone, internet, or TV services, the first step is to contact your service provider directly. Explain the problem clearly and give them a reasonable opportunity to respond. Many concerns can be resolved directly with the service provider once they understand the issue and have a chance to address it.

Helpful resources

Review our guidance for working with your service provider to learn practical steps that may help you resolve your concern. The guide explains how to communicate with your service provider, keep records of your communications, and understand when it may be time to seek additional help. 

If you can’t resolve a concern with your service provider, the CCTS may be able to help 

If you have contacted your service provider, clearly explained your concern, and given them a reasonable opportunity to respond, the CCTS may be able to help.  

The CCTS is Canada’s independent, not-for-profit organization that helps customers and service providers work toward a resolution when concerns about phone, internet, or TV services remain unresolved. Our service is completely free and available to anyone in Canada, regardless of immigration status.

We CAN help with:

✓ Charges or fees are different from what you agreed to

✓ Discounts, credits, or services you were promised but did not receive

✓ Your service(s) isn’t working as promised

✓ Changes to your plan or agreement that you believe are not allowed

✓ Problems cancelling your service

✓ Disputes about amounts owed

✓ Improper credit bureau reporting problems related to your telecom or TV service

We CANNOT help with:

✗ The price of services or plans

✗ Spam calls or telemarketing

✗ Problems with devices or equipment you own (for example, your phone or modem)

✗ Advertising claims not related to your service agreement

✗ Home alarm or security monitoring services

✗ Customer service complaints about interacting with your service provider

✗ Requiring a service provider to change their policies or procedures

Need help? You can authorize someone you trust to submit a complaint for you. 

About our work

The CCTS provides a free, independent process to help customers and service providers work toward a resolution when a concern remains unresolved.  
 
Most complaints are resolved during the early stages of the CCTS process. By clearly defining the concern, establishing expectations for both parties, and providing independent oversight, the process creates an opportunity for issues to be addressed before a full investigation becomes necessary. 

  • Free service: Our service is 100% free.
  • Number of complaints resolved: Most of our concluded complaints are resolved between the customer and service provider.
  • 400+ service providers from across Canada participate in the CCTS.

Resources you can download and share

If someone in your community has a concern that they cannot resolve with their service provider, please share these resources with them.

Looking for more newcomer resources? 

Getting connected is often one of the first steps when you arrive in Canada. Whether you’re looking for a mobile phone plan, internet access, or television service, understanding your options can help you choose a service that works for you.  

Visit Refugee613’s Newcomer Info Hub for information and tools designed to help newcomers settle in Canada, including resources on choosing a mobile phone plan and understanding telecom services.