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How to escalate your concern

Good, reliable service is Northwestel’s priority. However, occasionally problems may occur. If you have a concern or a complaint, please call Northwestel’s Customer Care Centre at 1 888 423-2333 and speak to one of our Customer Service Representatives. If the Customer Service Representative can’t resolve your problem, ask to speak to a team lead or supervisor. If your concern is still unresolved, you may speak to a Customer Service Manager or Associate Director.  If you have tried contacting us through our Customer Care Centre, Social Media or in person and are not satisfied with our response, please use our Escalate your concern form.

If you are unable to reach a satisfactory resolution of a dispute, the Canadian Radio-television and Telecommunications Commission (CRTC) or the Commission for Complaints for Telecom-television Services (CCTS) is available to assist you.

Refer to the following guide to understand which to contact.

The CRTC is an independent agency of Government of Canada, responsible for the regulation of telecommunication companies. Many of Northwestel’s services are regulated by the CRTC, such as phone service and internet service not provided over satellite.

 

For regulated services, contact the CRTC:

  • on-line form: Ask a question or make a complaint
  • 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)

Some of Northwestel’s services, such as internet provided over satellite and TV services, are not regulated by the CRTC.

 

For non-regulated services, contact the CCTS:

CCTS is an independent agency whose mandate is to resolve complaints of customers 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, satellite 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: www.ccts-cprst.ca
  • Call toll-free: 1 888 221-1687
  • Toll-free TTY:  1-877-782-2384
  • Email: response@ccts-cprst.ca
  • Mail: CCTS, P.O. Box 56067 - Minto Place RO, Ottawa, Ontario K1R 7Z1
  • Fax: 1-877-782-2924

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