At CityWest, we are committed to quality customer service. If you are dissatisfied with the level of service you receive, require further assistance, or wish to comment on the service provided, please contact us at:
Our process for handling complaints is as follows:
- Customer service department receives the complaint.
- A customer service representative attempts to resolve the complaint.
- If the complaint is not resolved, the issue is escalated to a Customer Service Supervisor, who attempts to resolve the complaint.
- If the complaint is not resolved, the issue is escalated to senior management, who attempts to resolve the complaint.
If you, as a customer, are still not satisfied with our response after this process, you can contact the Canadian Radio-Television & Telecommunications Commission (CRTC), which is an agency of the Canadian government that regulates telecommunications companies under federal jurisdiction.
The Secretary General of the CRTC
Western and Territories Region
858 Beatty Street
Phone: (604) 666-2111
TTY: (604) 666-0778
Fax: (604) 666-8322
Customers can also contact the 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 CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.