Telecommunications mandate

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

  • home telephone service complaints
  • long distance telephone 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


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

Examples include telecom & telephone service 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

Telecommunication 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



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