Telecommunications mandate

We can help you with a wide range of complaints about products and services offered in the telecommunications (telecom) sector, including:

  • home phone
  • long distance phone services (including prepaid calling cards)
  • wireless phone services (including voice, data and text)
  • wired and wireless internet access services
  • white page directories, directory assistance and operator services
  • other  unregulated retail telecom services (other than those in our list of exclusions)

We can help you with most types of problems that can arise between you and your service provider.

 

Compliance with contract terms and commitments (but not the contract terms themselves)

Examples include:

  • disputes about whether there is a contract, what is included in a contract or how the contract should be interpreted
  • disputes about whether the provider’s conduct meets its contractual obligations
  • misunderstandings about the particulars of a contract or term

 

Billing disputes and errors (but not the price of the service itself)

Examples include customer complaints about:

  • having agreed to one price and subsequently being charged more
  • being overcharged due to either a billing system error or a price that is different than advertised
  • being billed for per-use services which they claim they did not use

 

Service delivery

Service delivery complaints include complaints about:

  • the installation, repair or disconnection of service, including the quality of the service or unreasonable interruptions to service
  • transfers of service from one provider to another

 

Credit management

Examples include complaints about:

  • security deposits
  • payment arrangements
  • collections treatment of customer accounts

 

Exclusions

For information about the services and issues we cannot help you with, visit the Exclusions page.