Service Escalation Steps

If a Customer is not satisfied with the service that NRTC Communications has provided, the Customer may escalate through the steps listed below in an attempt to achieve a satisfactory resolution.

StepRoleDescriptionHow to Contact
1Customer Service AgentPrimary point of contact for Technical Support, Residential Sales and Service and Business Sales and Service.1-613-638-7873 or email the appropriate department: Contact Us. 
2Customer Service ManagerManager for the Customer Service Supervisors and Customer Service Agents.Request contact information from the Customer Service Agent.
3General ManagerEach Customer Service Manager reports directly to the General Manager.Request contact information from Customer Service Manager. 

If the Customer is still not satisfied the matter may, depending on the nature of the dispute, be referred to either the Canadian Radio-television and Telecommunications Commission (CRTC) or the Commission for Complaints for Telecom-Television Services (CCTS).

The CRTC can be contacted using one of the following methods:

  • online form: Complaints and inquiries
  • mail: Secretary General, CRTC, Ottawa, ON K1A 0N2
  • fax: 819-994-0218
  • toll free telephone: 1-877-249-CRTC (2782)
  • toll free TTY: 1-877-909-CRTC (2782)

The CCTS can be contacted using one of the following methods:

  • email: response@ccts-cprst.ca
  • mail: P.O. box 56067 - Minto Place RO, Ottawa, ON K1T 7Z1
  • fax: 1-877-7822924
  • toll free telephone: 1-888-221-1687
  • toll free TTY: 711 or 1-877-782-2384 (voice)

Commissioner for Complaints for Telecommunications 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.