Your Rights as a Can-Net Consumer
We care for each and every customer, we strive to do our best to help our customers in any way possible. However from time to time, due to different reasons and circumstances, a customer's issue might not get solved within a reasonable time, or our customer turns out unsatisfied with the provided solutions. To increase customer satisfaction rates and improve our services, we are providing our customers with an internal complaint and escalation procedure to ensure customers are helped to solve their outstanding issues quickly.
Level 1 Escalation: Customers can always call our 24/7 local support line for any questions and concerns. If the issue is not solved or if you are not satisfied with the solutions/answers by the level 1 support, you will be transferred to a supervisor or manager if available; if supervisors are not available customers will be provided a reference number so that supervisors can call you back ASAP once available.
Level 2 Escalation: If customers are not satisfied with the solution/answer given by the supervisor/manager, customers can contact our senior management team by email: firstname.lastname@example.org. We usually respond within a few minutes or maximum within 24 hours.
If our senior management team cannot solve your issue, you can contact the CCTS https://www.ccts-cprst.ca/ for further complaining.
Commission for Complaints for Telecom-television Services (CCTS) CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you.
To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.