Problem Resolution & Procedures

If something’s gone wrong in our relationship with you, please let us know.

We’re not perfect. Please tell us if we’ve made a mistake and allow us to make it right! At CCI Wireless, we are committed to providing the best possible service to our customers, and our dedicated Customer Care team takes all complaints seriously.

GET HELP FROM US

We have a full call centre in place to support you! If you need help with your service, please contact our Technical Support Team. If you need to change account information, dispute your bill, or ask any general questions about your account, please contact our Customer Care Team.

MAKE A COMPLAINT

If you’re unhappy with your service or have a billing dispute, please contact us in the usual ways: See our complete contact information and hours here.

If we didn’t help you when you needed it, please let us know by making an official complaint in one of three ways:

Phone us toll-free at 1-888-240-2224 between 8AM and 8PM, Monday to Friday.
On our phone menu, Select Option 1 for Existing Customer, then Option 1 again for Customer Care.

– or – 

Email us at customercare@cciwireless.ca detailing your complaint.
We will respond as soon as we can, before the end of the following business day.

– or – 

Send us your message without opening your email by filling out our easy form, which delivers directly to customercare@cciwireless.ca.

CCI WIRELESS COMPLAINTS PROCESS

Our Customer Care team is your resource for creating accounts, making payments, changing account information, and any general inquiry. Here are CCI Wireless’ official steps to addressing a customer complaint:

  1. The customer contacts Customer Care with a formal complaint, either via phone at 1-888-240-2224, or via email at customercare@cciwireless.ca.
  2. A Customer Care Agent reviews the complaint and investigates using the tools provided to the team, including all account details: Technical Support logs, phone call history, email and private social media correspondence.
  3. The Agent follows up with the customer and relays his or her findings, explaining CCI Wireless’ understanding of the error and what we will do to make it right.
  4. If the Customer Care agent is not able to resolve issue to the customer’s satisfaction, the Agent will transfer responsibility for this complaint to a Customer Care Supervisor for further investigation and another resolution attempt.

We reply to all messages as soon as we can, usually on the same day. CCI Wireless reserves up to the end of the following business day to respond to calls and emails. Customer Care office hours are 8AM to 8PM, Monday to Friday. (Tech Support is open 365 days/year – See our complete hours and contact information here.)

All Canadians are able to report failure of a Television or Internet Service Provider (ISP) to react to a complaint within a reasonable time frame to an impartial ombudsman. Contact the CRTC (Canadian Radio-Television and Telecommunications Commission) through its non-for-profit, independent corporation, the CCTS (Commission for Complaints for Telecom-Television Services).

Commission for Complaints for Telecom-television Services (CCTS)

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 CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.

Please note that one requirement of creating a complaint with the CCTS is that you MUST have already filed a complaint with your service provider. If you have not already filed a complaint with the service provider, you will be asked by the CCTS to do so and to allow a reasonable time period for a response before an investigation can proceed. Please see above links and details about CCI Wireless complaints processes.

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