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How to make a complaint about your telephone service
http://www.crtc.gc.ca/eng/INFO_SHT/T12.htm
Know your rights
Contact your telephone company
Contact the CRTC with issues about accessibility of telecommunications services
Contact the CCTS
Contact the CRTC with your complaint
Information you should include in your complaint
Anonymous complaints
Privacy
My phone service will be disconnected. What can I do?
What happens to a complaint?
How long will it take to hear back from the CRTC?
What happens if the company does not respond to my complaint?
Is there anything else I can do?
Know your rights
The CRTC wants you to know your rights, and requires major telephone companies (for example, Bell Canada, Telus, Bell Aliant, MTS Allstream, SaskTel, Télébec and Northwestel) to give you this information. These companies must include in all residential phone books:
a reference to the Terms of Service
a statement that the terms and conditions of service may vary depending on a customer’s location and service provider
a statement directing customers to contact their service provider for details
The Terms of Service may include:
obligation to provide service
deposits and alternatives
customer liability for calls
confidentiality of customer records
refunds in cases of service problems
limitation of liability
payment time limit
termination of service
Contact your telephone company
If you have a complaint about your telephone service, the first step is to call your telephone company directly, and tell them your issue. Many complaints can be resolved at this stage.
If this doesn't solve your problem, contact the telephone company again, in writing.
If you're still not satisfied, there are two options
Depending on who your service provider is, you can take your complaint to the next level through:
the Commissioner for Complaints for Telecommunications Services (CCTS), an independent agency that helps resolve your complaints about your telephone service; check the CCTS list of members to see if your service provider is a member; if so, contact the CCTS with your complaint
Some complaints about regulated services are outside of the CCTS mandate, but can be handled by the CRTC. If you file a complaint with the CCTS that should go to the CRTC, it will be forwarded to the CRTC and you'll be notified that the complaint has been forwarded.
OR
the CRTC; if your service provider isn’t a member of CCTS, contact the CRTC with your complaint
Keep in mind that the CRTC doesn’t regulate all telephone services or all service providers. For example: competitive local exchange carriers, resellers, and wireless carriers aren’t regulated by the CRTC, but they may be members of the CCTS.
Contact the CRTC with issues about accessibility of telecommunications services
The CRTC deals with complaints about accessibility. For example, if you ask for your phone bill in Braille, and your phone company doesn’t provide it, contact the company again. If you’re still not satisfied, contact the CRTC.
The CCTS deals with other types of complaints (for example, your phone company bills you for a service you didn’t subscribe to), including complaints from a person with a disability.
This applies to all service providers (telephone, cellular and VOIP, internet services), even if they or some of their services are not regulated by the CRTC.
Contact the CCTS
email:
[email protected]
mail: P.O. Box 81088, Ottawa, Ontario K1P 1B1
fax: 1-877-782-2924
toll free telephone: 1-888-221-1687
toll free TTY: 711 or 1-800-855-0511 (voice)
Contact the CRTC with your complaint
If your telephone company isn’t a member of the CCTS and your service is regulated by the CRTC, you can contact the CRTC with a complaint.
on-line form: Complaints and inquiries
mail: Secretary General, CRTC, Ottawa, Ontario K1A 0N2
fax: 819-994-0218
toll free telephone: 1-877-249-CRTC (2782)
toll free TTY: 1-877-909-CRTC (2782)
alternative formats: other formats that improve accessibility for people with disabilities
If you register a complaint by phone, you may also need to send a written version to make sure the CRTC has all the relevant information.
Information you should include in your complaint
Make sure you include the following:
name of the subscriber as it appears on the bill, and any telephone number(s) related to your complaint
subscriber’s telephone number, email, or postal address as contact information
a brief description of the problem and/or your concerns
in some cases, copies of billing information
the name of your service provider
Anonymous complaints
The CRTC doesn't follow up on anonymous complaints. Telephone companies have the right to know who makes a complaint, and what the complaint is. They also have the right to respond.
You should feel free to file a complaint with the CRTC, without fear of retaliation from the telephone company.
Privacy
The CRTC sends your complaint, as well as your name, address, and telephone number, to the telephone company so it can investigate and resolve your complaint.
Under relevant legislation, the company must protect the privacy of your personal information.
My phone service will be disconnected. What can I do?
If your telephone company has given you notice that your service will be disconnected:
contact your telephone company to make arrangements that both of you agree on
if you live in a regulated area and unable to reach an agreement with your telephone company, call the CRTC at 1-877-249-CRTC (2782)
if you live in an unregulated area, contact the Commissioner for Complaints for Telecommunications Services (CCTS) at: 1-888-221-1687 or visit their website: http://www.ccts-cprst.ca/
In an emergency, the CRTC can provide an immediate, but temporary, resolution.
What happens to a complaint?
If your complaint is deemed an emergency, it will be dealt with right away.
For other complaints against regulated companies:
the CRTC asks the telephone company to address your concerns.; the company generally has 20 calendar days to respond to you and report back to the CRTC
CRTC's Client Services reviews your complaint and the response, and decides whether follow-up action is needed; CRTC staff may:
decide that the telephone company's response is satisfactory, with no further action
ask for more information from you or the telephone company to determine what, if any, further action is needed
refer your complaint to the CRTC's Telecommunications or Legal Directorates for further investigation
The CRTC may decide to continue with a formal proceeding to resolve issues raised by your complaint. If no further action comes out of the proceeding, the CRTC may not contact you again.
How long will it take to hear back from the CRTC?
You should receive a response from the CRTC within 10 working days after the CRTC receives the complaint, letting you know that your complaint was received.
The CRTC may then forward your complaint to the telephone company, asking for a response to your concerns, usually within 20 calendar days.
The time it takes to completely resolve a complaint depends on its complexity.
What happens if the company does not respond to my complaint?
If the company doesn't respond within three weeks, the CRTC sends a written reminder.
If your complaint alleges that the company infringed the Telecommunications Act, the Terms of Service, or CRTC policies or regulations, CRTC staff will decide if any further process is required and if any regulatory action is warranted.
Is there anything else I can do?
If you're not satisfied with the response to a complaint handled by CRTC staff, you can request in writing that the CRTC review the complete file and issue a decision.