Making a Complaint or Dispute (CRTC/CCTS/Commission/Ombudsman)

Making a Complaint

At Cooptel we offer exceptional customer service, but we know there is always room for improvement. We believe our customer service representatives are able to meet your needs.

Step 1 – Contact a Customer Service Representative

Please contact our Customer Service Department to discuss any questions related to any of your services.

Our representatives will be happy to help you.

To reach the Customer Service call the following number: 1-888-532-2667 (coop)

If you are not satisfied with the solutions in this step, please proceed to Step 2.

Step 2 – Ask to speak to a supervisor

If our Customer Service Representative has not been able to solve your problem, do not hesitate to ask to speak to a supervisor. They will do everything they can to help you solve your problem. During your call, we suggest that you record the name of the supervisor and the date the conversation took place.

To reach a supervisor, call 1 888 532-2667 (coop)

If you are not satisfied with the solutions in this step, please proceed to Step 3.

Step 3 – Write a letter to Cooptel

Most complaints are resolved satisfactorily in the first two steps. If this is not the case, we invite you to contact the management of Cooptel. A senior management representative will be able to respond and help find a solution.

Send a letter to the following address:

Direction
Cooptel, telecommunication co-op
5521 Airport Road
Valcourt, Quebec
J0E 2L0

Note: You must follow the first two steps of the escalation process so that the problem is solved as efficiently as possible.

Additional steps

Commission for Complaints for Telecom-television 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.