We care every customer and always try our best to help our customers as much as we can. However from time to time, there could be due to different reasons, customer issue is not solved within reasonable time or customer is not happy with the solution we provided. For customer satisfaction purpose, we are providing our internal complaint and escalation procedure so that we can help customers to solve those outstanding issues quickly.

Level 1 Escalation: Customers can always call our 24/7 local support line for any questions and concern. If the issue is not solved or you are not satisfied with the solution/answer by the Level 1 support, the customer will be transferred to a supervisor or manager if available; if supervisors are not available customers will be provided a reference number so that supervisor can call back as soon as possible once available.

Level 2 Escalation: If a customer is not satisfied with the solution/answer given by the supervisor/manager, the customer can contact our senior management team by email: jack.don@ciktel.com. we usually respond within a few minutes or maximum within 24 hours.

If our senior management team cannot solve your issue, you can contact CCTS https://www.ccts-cprst.ca/.

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.