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Complaints and the CCTS

Complaints Process and the CCTS

GETUS Communications is committed to providing you affordable, yet reliable telecommunication products and services to the best of our abilities. However, we do understand situations may happen that may be beyond the usual scope and we’re happy to work together to find resonable outcomes that will benefit you; our client, our shareholders and our company.

We’ve implemented the below process to ensure we navigate uniformed process to resolve a complaint and ensure you’re heard by the appropriate teams and leaders within our organization.

Employees and Authorized Partners

Our employees and authorized partners work tirelessly and are dedicated to support you in the best way possible. However, while utilizing our services; we understand that you may face an issue or have feedback on how we can improve.

Step 1. Front-line Client Care Escalation – Our front-line Client Care is are available 24 hours per day, 7 days per week and may be reached by phone 1 (800) 396-1023, by email [email protected] or by Live Chat available on GETUS.CA.

Our team will asses the situation at hand and are empowered to resolve most situations with then goal of a single-contact resolution.

If you are unable to find a satisfactory resolution with our Front-line Client Care Escalation, kindly ask for them to raise the request to a Team Leader and/or Manager, moving to Step 2.

Step 2. Team Leader and/or Case Manager Escalation – If our Front-line Client Care is unable to offer you a suitable solution to your liking, you may request them to connect you with a Team Leader and/or Case Manager of the concerned department.

If they are available at that moment you can interact with them; otherwise, you may be requested to wait for a certain time-frame to let them investigate and get back to you. Often this is 24 to 48 business hours during weekdays.

If the Team Leader and/or Case Manager cannot resolve your issue; the same can then be forwarded to our Executive Complaint Channel, moving to Step 3.

Step 3. Executive Complaint / Feedback Channel – If our Front-line Client Care Channel nor our Team Leader and/or Case Management team is unable to offer you a resonable, suitable solution to your liking, you may send in your complaint and/or feedback for our Executive Leadership to review and provide a suitable resolution.

To submit an inquiry to our Executive Complaint / Feedback Channel, please fill out the form here.

Our Executive Leadership will review the Complaint / Feedback within 24-48 business hours; although we ask that you allow 3-5 business days for a form reply to your inquiry allowing time for our leadership to investigate and follow-up with all parties.

If the Executive Complaint / Feedback Channel leadership cannot resolve your issue; the same can then be forwarded to the CCTS.

CCTS

Commission for Complaints for Telecom-television Services or CCTS is an independent agency that can help you with your complaints about telecommunication and television services. If you experience any issue concerning wireless, phone, internet, and TV services, you should take it up to your service provider. However, if you didn’t receive any satisfactory solution from them you can contact CCTS. They may help you in resolving your issue free of charge.

To learn more about CCTS you may visit their website: www.ccts-cprst.ca or contact them at 1-888-221-1687 (Toll-free).

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