Submitting Complaints & the CCTS
Our Internal Complaint-Handling Process
If you have a concern or complaint about our internet, hosted phone, messaging, video, or other telecom services, please follow these steps:
01
Contact Us Directly (First Step)
Reach out to our customer support team as soon as possible. You can:
Call us toll-free at 1-855-22-ITERA (1-855-224-8372)
Email us at CCTS@iteratel.com
Use our live chat if available on the site. We will acknowledge your complaint within 2 business days and aim to resolve it within 10 business days. Please provide details like your account number, the issue description, and any relevant dates or references.
02
Escalation if Needed (Second Step)
If your issue isn’t resolved after the first contact, ask to speak with a supervisor or escalate it. You can do this by replying to our response email, calling again and requesting escalation, or using the contact form with “Escalation Request” in the subject. We will review your case with a senior team member and provide a final response within 5 business days.
If your complaint remains unresolved after this second escalation, we will inform you of your right to contact the Commission for Complaints for Telecom-television Services (CCTS) (see below). We track all complaints internally to improve our services.
Commission for Complaints for Telecom-television Services (CCTS)
Commission for Complaints for Telecom-television Services (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, the Commission for Complaints for Telecom-television Services (CCTS) may be able to help you.
To learn more about Commission for Complaints for Telecom-television Services (CCTS), you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.
