Complaint Escalation Process

ComparAction works hard to find solutions that work for our customers. We have well trained agents available to help find solutions for your local and long distance home phone needs. Should you have a complaint or need assistance, the following steps will help you in doing so.

Step 1: To contact ComparAction, please call customer service and one of our representatives will be happy to help. You can reach us toll free at 1-866-631-2894, Monday to Friday from 9 am to 8 pm EST, and Saturdays from 9 am to 5 pm.

Step 2: If you are dissatisfied with the result of Step 1, you can always ask to speak to a supervisor, who will do their best to resolve the problem. To aid you with your complaint, it is recommended that you take the supervisor’s name, employee number, and the date the conversation took place.

Step 3: Most complaints will be resolved within the first two steps. However, if you feel your concern was not dealt with appropriately, you can contact the ComparAction Operations Department.

In order to help you most efficiently, please make sure you provide:

  • your name, account number/phone number
  • the dates and names from when your conversations took place in Steps 1 and 2

Please note that only complaints that have gone through Steps 1 and 2 will be reviewed.

Mail ComparAction743 Renaud Ave.Montreal, QCH9P 2N1
Fax 1-877-782-2924
E-mail Complaint@canadadirect.ca

 

Step 4: If you are not completely satisfied with the resolution provided in the previous steps, please contact the CCTS to file a complaint.

What is the CCTS? The Commissioner for Complaints for Telecommunications Services (CCTS) is an independent agency with a mandate to receive, to facilitate the resolution of, and, if necessary, resolve eligible consumer and small business complaints relating to certain retail telecommunications services. The CCTS only deals with telecommunications services that are not regulated by the CRTC (forborne).

Visit http://www.ccts-cprst.ca/en/ for more information about the CCTS

Hours of Business: Monday to Friday 09:00 – 17:00 HRS Eastern Standard Time.

E-mail
General Inquiries response@ccts-cprst.ca
Telephone
Toll Free 1-888-221-1687
TTY 1-877-782-2384
Fax 1-877-782-2924

Mail

P.O. Box 81088, Ottawa, Ontario K1P 1B1