COMPLAINTS & THE CCTS
Making a Complaint
NWIC prides itself on doing right by our customers. If you think we’ve fallen short, or have a complaint to bring forward, here’s how.
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, email, or social media. Our representatives, who sit in Niagara, Ontario strive to work patiently with you to do what’s right for the customer.
There are other options available to you should you remain unsatisfied after reaching out to us.
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 concerns. In certain situations, we may advise you that a supervisor will get back to you within the next 24-48h. If your concerns remain unresolved after you’ve spoken with a supervisor, you can request to escalate your concerns by speaking with a manager. The same 24-48h timeframe for a manager to get back to you may be necessary again for certain situations.
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. 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.