I’m having problems with my service provider. What should I know?

2. Contact your service provider

Before you make a complaint to the Commission for Complaints for Telecom-television Services (CCTS), contact your service provider to talk about your issue. You can call them, but you may want to write a letter. A letter gives you a record of exactly what was said.

During your phone call or in your letter, you will need to give the company as much information as possible. This information includes:

  • your account number
  • what the problem is
  • what you want the company to do about it
  • the date by which you want a response (three weeks is a reasonable amount of time)

If you send a letter or email to the provider, keep a copy for yourself.

If you talk to the provider and they agree to fix the problem, keep notes about what was said and what they promised to do. This is important in case you have to file a complaint, because you will have to explain what steps you took to resolve the problem yourself.

You should also ask them to give you something in writing. This makes it easier to protect yourself if the provider later refuses to do what they said they would.

If you call your service provider, you should take detailed notes during the call. This is important in case you have to file an official complaint, because you will have to explain what steps you took to resolve the problem yourself.

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