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Complaints & The CCTS

To help us grow and serve you better, your comments and feedbacks are valued to us.

If you have a concern or complaint, please follow the steps below to resolve:

Step 1. Customer Service Representative – our Customer Service Representatives are trained to help and resolve most of the questions and concerns.

You can reach us by email at csr1@wlink.ca or by phone at 1-877-513-3087 or leave a message in our Voicemail, our Customer Service Representatives will get back to you within 2 business days.

Most of questions and concerns can be solved at this level.

Step 2. Supervisor - If our Customer Service Representative cannot solve your concerns, you can ask to escalate to a Supervisor. Our Supervisor will look into the issue and work with you toward a mutual agreed solution. (In most cases, our Supervisor will contact you within 2 business days, if you do not get response from our Supervisor after 2 business days, you can process to the Manager - Step 3).

Step 3. Manager – If the issue remains unresolved by a Supervisor, you can ask to escalate to a Manager or send an email to manager@wlink.ca . Within 2 business days, our Manager will provide you with a resolution suggestion. (If you do not get response from our Manager after 2 business days, you can process to the Executive - Step 4).

Step 4. Executive – Going through Step 1 to Step 3, and you are not satisfied with the resolution suggestion, you may ask to escalate to the Executive or send an email to executive@wlink.ca . Our Executive will contact you within 2 business days to solve your concern.


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.

To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.