Issue Resolution Guidelines
Truespeed believes in providing the highest level of service to our customers and takes pride in providing the same level of care to our subscribers that we would expect if the roles were reversed. If you believe that we haven’t held up to the highest standards in addressing your concern or have a complaint you would like to register, here’s what you can do:
Step 1: Inform us about your concern
We want to help you! The first step in providing you with a resolution is that we need to be made aware of your concern. As soon as you come across something you’re concerned with please let us know. The best way to do so is to call or e-mail our technical support department or as a secondary option you are welcome to message us through our Facebook page. We are very proud of our Brockville, Ontario support team as their passion for customer service is something they take very seriously. We train our support staff to keep the subscriber’s best interest in mind while they patiently work towards a resolution.
It is important to note that our support team as with the rest of the Truespeed staff are people just like you. Our representatives will always provide you with the utmost care and respect in handling your concern but are instructed to end calls should an abusive situation persist.
Step 2: Escalation to a supervisor
Our first line of support has a wide range of tools available to them and will always try their best to take care of your issue. If after the appropriate amount of time and effort has passed and you feel that you have reached an impasse, you may request to speak with a technical support supervisor. Please understand that our support resources are finite and as such, it may take up to two business days for a supervisor to be brought up to speed about your issue and call you back. Our supervisors are trained to look for creative resolutions in order to address your concern and will try their best to find a solution for you.
Step 3: Commission for Complaints for Telecom-television Services (CCTS).
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.