While we are confident that our Customer Care team can handle your service needs, we have steps in place to escalate a complaint should your concern not be resolved to your satisfaction.
If you have a complaint or concern that you need addressed, follow the escalation process below:
Step 1 - Contact a Customer Care Representative
Contact our Customer Care Team to discuss your questions or concerns. Call 807-623-4400 or 1-800-264-9501.
If you're not completely satisfied with the resolution provided at this step, please proceed to step 2.
Step 2 - Speak with a Customer Care Management Team Member
If our Customer Care Representative was not able to resolve your situation to your satisfaction, you may escalate your request to a Customer Care Management Team Member. Call 807-623-4400 or 1-800-264-9501.
If you're not completely satisfied with the resolution provided at this step, please proceed to step 3.
Step 3 - Additional steps
If you were not satisfied with the resolution provided in the previous steps, you may file a complaint with the Commissioner for Complaints for Telecommunications Services (CCTS) or the Canadian Radio-television and Telecommunications Commission (CRTC).
Commissioner for Complaints for Telecommunications Services (CCTS)
Commissioner for Complaints for Telecommunications Services (CCTS) is an agency independent of the telecommunications industry, whose mandate is to resolve complaints of individual and small business retail customers about their telecommunications services. If you have a complaint about your services, including local or long distance telephone services, wireless telephone service, or Internet 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, free of charge.
Commissioner for Complaints for Telecommunications Services
Website: https://www.ccts-cprst.ca/
Toll Free: 1-888-221-1687
TTY device: 1-877-782-2384
Fax: 1-877-782-2924
Canadian Radio-television and Telecommunications Commission (CRTC)
The Canadian Radio-television and Telecommunications Commission (CRTC) is an administrative tribunal that regulates and supervises broadcasting and telecommunications in Canada. The CRTC does not intervene in cell phone rates, the quality of service and business practices of cell phone companies, or the quality and content of TV and radio programs. As an administrative tribunal, the CRTC works to serve the needs and interests of consumers, citizens and creators. The CRTC reports to Parliament through the Minister of Canadian Heritage.
Tbaytel Quality of Service Standards ensures that customers are satisfied with their telephone service. Tbaytel is required to submit quarterly reports to the Canadian Radio-television and Telecommunications Commission (CRTC), an independent agency of the Government of Canada. The reports are electronically available at www.crtc.gc.ca.
You may write to the CRTC:
The Secretary General
Canadian Radio-television and Telecommunications Commission
Ottawa, ON K1A 0N2
We ask that you also send a copy of your letter to:
Tbaytel
Attention: Regulatory Affairs
1046 Lithium Drive
Thunder Bay, On P7B 6G3