The following complaints process applies to all telecommunications services for residential and small business customers that are not regulated by the CRTC. These include, retail Internet, long distance toll plans and calling cards, telecommunications equipment, wireless services, and White page directories.
Good, reliable service is Northwestel’s aim. However, occasionally problems may occur. When this happens, please call Northwestel’s Customer Care Centre at 1 888 423-2333. If your problem has not been resolved to your satisfaction, the Manager at the Customer Care Centre will be pleased to assist you. Our Staff or Customer Service Manager will make every effort to help you. However, if you feel you still have not received satisfaction, you may request to speak to the Regulatory Affairs department, or you may wish to write to:
Senior Manager, Regulatory Compliance
PO Box 2727
Whitehorse, YT Y1A 4Y4
If after dealing with the Company’s representatives you feel your problem has not resolved, Northwestel’s Regulatory Department will provide you with contact information for the Commissioner for Complaints for Telecommunications Services.
Commissioner for Complaints for Telecommunications Services (CCTS)
CCTS is an agency independent of the telecommunications industry, whose mandate is to resolve complaints of individual and small business retail customers about their telecommunications services. If you have a complaint about your services, including long distance telephone service or wireless telephone service, or Internet 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, free of charge.
To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1 888 221-1687.