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Accessibility Billing Contracts Equipment Quality of service Spam Telemarketing and unwanted calls

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Accessibility Billing Contracts Disconnection Quality of service Telemarketing and unwanted calls

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Advertising Programming Other issues

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Accessibility Advertising Billing Equipment Programming

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Accessibility Billing Contracts Quality of service Spam

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Disconnection fees Overbilling Rate increases Text messaging fees Topic not listed

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A defective mobile phone A lost or stolen mobile phone Unlocking a mobile phone Topic not listed

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Calls during a federal election Unwanted telemarketing calls Telemarketing rules in Canada

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Disconnection fees Overbilling Rate increases Topic not listed

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Calls during a federal election Unwanted telemarketing calls Telemarketing rules in Canada

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Inappropriate content False or misleading content

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Inappropriate content False or misleading content Sound levels

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Charged for paper bill All other billing issues

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PVR, digital boxes, remote controls Topic not listed

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For concerns related to PVRs, digital boxes and remote controls, please contact your service provider directly.

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What are you contacting us about today?

Your issue appears to fall within our mandate. We will respond to you as soon as possible – within 10 working days.

Your complaint must include:

  • the date and time of the program
  • the title or description of the program
  • the channel number and name of the programming service
  • the name of your television provider
  • how the apparent error affected your ability to the watch program

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Billing errors Disconnection fees Rate increases Topic not listed

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What are you contacting us about today?

Do you live in an area where you have choice of service?

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What are you contacting us about today?

For concerns related to , you should try to resolve the issue with your service provider. Many questions or complaints are resolved at this stage.

If your issue remains unresolved, please contact the Commissioner for Complaints for Telecommunications Services (CCTS) for assistance. The CCTS is an independent organization dedicated to working with you and your telecommunications service provider to resolve complaints relating to your telecommunications services.

Contact the CCTS

If you are a Northwestel customer, please contact us directly.

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The National Do Not Call List (DNCL) gives consumers a choice about receiving telemarketing calls. You can choose to reduce the number of telemarketing calls you receive by registering your residential, wireless, fax or VoIP telephone number on the National DNCL. Register for the National DNCL.

Telemarketing complaints must be submitted to the National Do Not Call List (DNCL) online or by phone at 1-866-580-DNCL (3625).

Contact the DNCL

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Political parties that are registered on the Voter Contact Registry (VCR) are permitted by law to contact you.

If you have been called by someone you think may have violated the VCR requirements, contact us about your issue.

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For concerns related to inappropriate content in advertising, you should try to resolve the issue with the broadcaster. Many questions or complaints are resolved at this stage.

If your issue remains unresolved, please contact Advertising Standards Canada (ASC). As Canada’s advertising self-regulatory body, they administer the Canadian Code of Advertising Standards, the principal instrument of advertising self-regulation in Canada. The Code sets the criteria for acceptable advertising and forms the basis for the review and adjudication of consumer and advertising disputes.

Contact the ASC

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If you believe the ad to be false or misleading, please contact the Competition Bureau. The Competition Bureau promotes truth in advertising in the marketplace by discouraging deceptive business practices and by encouraging the provision of sufficient information to enable informed consumer choice.

Contact the Competition Bureau

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For concerns related to programming, you should try to resolve the issue with the station. Many questions or complaints are resolved at this stage.

Is the broadcaster a member of the Canadian Broadcast Standards Council (CBSC)?

The CBSC is the complaints resolution body for private radio and TV stations and discretionary services. Check if the broadcaster is a member of the CBSC. If it is, contact the Council.

Contact the CBSC

What to do if the broadcaster is not a member of the CBSC.

If your broadcaster is not a member of the CBSC, contact us about your issue. We will respond to you as soon as possible – within 10 working days.

Your complaint must include:

  • a description of the problem and/or your concerns
  • the name of the station
  • the date and time of the program

Contact us

What are you contacting us about today?

For concerns related to programming, you should try to resolve the issue with the station. Many questions or complaints are resolved at this stage.

Is the broadcaster a member of the Canadian Broadcast Standards Council (CBSC)?

The CBSC is the complaints resolution body for private radio and TV stations and discretionary services. Check if the broadcaster is a member of the CBSC. If it is, contact the Council.

Contact the CBSC

What to do if the broadcaster is not a member of the CBSC.

If your broadcaster is not a member of the CBSC, contact us about your issue. We will respond to you as soon as possible – within 10 working days.

Your complaint must include:

  • a description of the problem and/or your concerns
  • the name of the station
  • the date and time of the program

Contact us

What are you contacting us about today?

For concerns related to billing errors, rate increases or equipment costs, you should try to resolve the issue with your service provider.  Many questions or complaints are resolved at this stage.  If your issue remains unresolved, you may want to consider re-examining the services you have with your provider or consider an alternative, competitive provider.

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The CRTC requires service providers to distribute a minimal number of mandatory services. This ensures that Canadians can access local news and information programs. It provides services to people with disabilities and reflects the country’s linguistic duality.

Service providers also deliver channels that originate from the United States and other countries, although the CRTC requires that the majority of channels that providers offer are Canadian. Beyond these basic requirements, service providers are free to offer channels of their choice, either individually, or in packages.

On March 1st 2016, the CRTC implemented important changes to the television system. These rules apply to licensed service providers with over 20,000 subscribers. You now have the option of subscribing to a basic entry-level TV service capped at $25, plus the additional digital receiver purchase or rental fee that is required for each television set.

The entry-level TV service includes:

  • local and regional television stations
  • channels of public interest that must currently be distributed to all subscribers (such as the Cable Public Affairs Channel, Aboriginal Peoples Television Network, and the Weather Network)
  • provincial educational channels
  • and, if available, community channels and the services operated by provincial legislatures.

In addition, providers may also include, in the entry-level service, local AM and FM radio stations, additional Canadian stations from another province or territory, and stations affiliated with the U.S. networks (ABC, NBC, CBS, Fox and PBS).

Once subscribed to the entry-level TV service, for additional fees, you may add discretionary services either on a pick and pay basis or as packages you create or small pre-assembled packages.

By December 2016, consumers will have both pick and pay and a choice of either build your own or small pre-assembled packages.

If your current provider is not required to offer these options, or if you are not happy with the options offered, you may consider another competitive provider. You won’t be charged disconnection fees, but you should keep in mind any new equipment charges; ensure the new provider offers service to your area; ensure that there are no impediments to you receiving their service such as equipment restrictions where you live; and also consider, if you are in a bundle of services with your current provider, any benefits you may lose by removing the TV service from the bundle.

The following link helps to show your competitive options: http://www.crtc.gc.ca/eng/comm/services.htm.

What are you contacting us about today?

If you think that a TV commercial is excessively louder than the preceding program, and that the perceived difference in volume is not due to other factors, contact your broadcaster or television service provider about your concerns.

If you cannot resolve the issue by dealing directly with your broadcaster or television service provider, and you believe that they have not adopted the necessary measures to ensure that commercials are transmitted at a similar volume to the adjacent programming, contact us about your sound levels issue. We will respond to you as soon as possible – within 10 working days.

Your complaint must include:

  • an acknowledgement that you have contacted the broadcaster or television service provider regarding this issue
  • a description of the problem and/or your concerns
  • the name of your television provider and the name of the TV station
  • the date and time of the program

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For concerns related to rate increases, please contact your service provider directly.

What are you contacting us about today?

If you have a question about Internet spam, visit Canada’s Anti-Spam Legislation website.

If you have a complaint about Internet spam, please submit it to the Spam Reporting Centre.

Contact the Spam Reporting Centre

What are you contacting us about today?

Your issue appears to fall within our mandate. We will respond to you as soon as possible – within 10 working days.

Your complaint must include:

  • a description of the problem and/or your concerns
  • the name of your television provider and the name of the TV station
  • the date and time of the program

Contact us

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