Complaints & CCTS
Last Updated: Feb 27, 2021
Making a Complaint
IceNet Wireless prides itself on doing right by our customers. If you think we have fallen short, or have a complaint to bring forward, here's how:
IceNet Wireless prides itself on doing right by our customers. If you think we have fallen short, or have a complaint to bring forward, here's how:
Step 1: Tell us about your concern.
The best way to resolve a problem is to talk about it early. As soon as you notice an issue, please do let us know -- whether by phone or email. Our representatives strive to work patiently with you to do what’s right for the customer.
The best way to resolve a problem is to talk about it early. As soon as you notice an issue, please do let us know -- whether by phone or email. Our representatives strive to work patiently with you to do what’s right for the customer.
Step 2: Escalate to a supervisor.
If you’ve discussed the issue with one of our agents and you’re still not satisfied, you can request to speak with a supervisor. If a supervisor is available at that time, they will take the call and establish how to assist in resolving your concern(s).
If you’ve discussed the issue with one of our agents and you’re still not satisfied, you can request to speak with a supervisor. If a supervisor is available at that time, they will take the call and establish how to assist in resolving your concern(s).
In certain situations, we may advise you that a supervisor will get back to you within the next 24-48 hours. If your concern(s) remain unresolved after you’ve spoken with a supervisor, you can request to escalate your concerns by speaking with a manager.
The same 24-48 hours timeframe for a manager to get back to you may be necessary again for certain situations.
Step 3: Commission for Complaints for Telecom-television Services (CCTS).
The 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.
The 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 the CCTS, you may visit its website, at www.ccts-cprst.ca, or call toll-free: 1-888-221-1687.
