Archived—Cellphone Choices for Canadians: A Practical Guide to the Canadian Cellphone Marketplace

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Complaining Effectively

As consumers, we may face difficulties in the marketplace and knowing how to complain effectively is important. Here are some tips, or you may visit the Complaint Courier at

  • Give the merchant the first chance to solve the problem.
  • Talk to someone in authority, such as a manager. Be firm and businesslike, but polite. Calmly and accurately describe the problem and what you want the company to do to solve it.
  • Request specifics about how and when something will be done, and get the other person's name in case you have to refer to this conversation later. Write down any details of your complaint and keep it in your file.
  • Make sure to date your notes. Write a letter to the company if your calls do not produce a satisfactory result.
  • You may also wish to contact your provincial or territorial office of consumer affairs to learn about how you may be protected under consumer laws and the Commissioner for Complaints for Telecommunications Services (CCTS) for help filing a complaint.

On September 1, 2009, the Canadian Wireless Telecommunications Association (CWTA) and its members announced a Code of Conduct for Wireless Service Providers. The Code is available at