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REGULATORYFILINGS AND DOCUMENTATION
While Metro Loop always works to put its best foot forward, sometimes we do make a mistake. Therefore, we have established a complaint resolution process below to handle any such situation.
Step 1Contact Customer Service
Contact a Customer Service representative by telephone during normal business hours at 905-667-8945 or 1-877-741-5806. Customer Service Representatives are able to solve the vast majority of customer concerns in one telephone call.
Step 2Escalate to Customer Service Manager
In the event a Customer Service Representative is unable to resolve a complaint to your satisfaction, please request an escalation through the Customer Service Representative. Representatives are compelled to provide the escalation no questions asked. Alternatively, you may request the escalation by email, email@example.com.
Step 3Contact the Executive Office
If we are unable to resolve your complaint in step one or two, you may contact us by writing the Metro Loop Executive Office. The Executive Office will conduct a separate investigation on your behalf and report back to you. Once we receive your letter our goal is to confirm receipt of your complaint within 48 business hours. Please allow suitable time for Canada Post to handle your letter.
You may write to:
Metro Loop Executive Office
PO Box 10208
Ancaster, ON L9K 1P3
Step 4Contact Commissioner for Complaints for Telecommunications 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.