Our goal is to assess your complaint quickly and thoroughly—but we need your help. Please provide us with the following required and recommended information.

When you are ready to submit your complaint, visit Methods of submitting a complaint

Required information

For the CCTS to process your complaint, you must provide us with all of the following required information:

• your name, address, contact number, and if possible, the account number assigned by the service provider to which your complaint relates
• the name of the service provider to which your complaint relates
• the specific details of your complaint, such as the services or products in question, and the dates on which the matters complained of occurred or were brought to your attention
• the steps you have taken to resolve the complaint directly with your service provider, including your provider’s response (You must allow your provider a reasonable opportunity to resolve your complaint before contacting us.)
• what you believe would be a reasonable resolution to your complaint; the CCTS remedies include requiring the service provider to provide an explanation or apology, do or stop doing specified activities with respect to you, or pay you monetary compensation within the limits specified by the CCTS Procedural Code
• your acknowledgement that you consent to be bound by the CCTS Procedural Code, the Respectful Communication and Behaviour Policy and the CCTS Privacy Policy

Recommended information

To help us process your complaint more quickly, we strongly suggest that you also provide the CCTS with the applicable following recommended information.

 

Billing complaints

Complaints about the billing of your service. These include billing errors relating to your monthly price plan or one-time fees billed incorrectly. If you have any of the following details, please provide them:

• details regarding the disputed charges/billing error, including the amount, the date of the bill on which the charge is displayed, and the reason why you are disputing the charge
• any other pertinent documentation, such as copies of bills, proof of payment or relevant correspondence between you and your service provider

 

Contract disputes

Complaints about your service provider’s failure to comply with the terms of your service agreement or with its standard terms of service. If you have any of the following details, please provide them:

• an explanation of which terms are not being respected
• a copy of the contract, if applicable; otherwise, the date the contract began, terminated, will terminate or will be renewed
• any other pertinent documentation, such as copies of bills, proof of payment or relevant correspondence between you and your service provider

 

Service delivery complaints

Complaints about the provision of your service. These include complaints about your service not functioning properly, and complaints about the installation, repair or disconnection of your service. If you have any of the following details, please provide them:

• details of the problem with the delivery/provision of your service, such as any troubleshooting you or your service provider have done
• dates of troubleshooting, repair work, or installation/disconnection
• any other pertinent documentation, such as troubleshooting reports, work orders, copies of bills, proof of payment (for complaints about disconnection of service) or relevant correspondence between you and your service provider

 

Credit management complaints

Complaints about credit management of your service by your service provider. These include complaints about credit limits, credit reporting and security deposits. If you have any of the following details, please provide them:

• details of the credit management incident, including the amount of credit limits or security deposits applied/requested, the names of credit reporting agencies involved, and pertinent dates
• any other relevant details, documentation or correspondence between you and your service provider