How to file a complaint

Being a customer at ThinkTel means you are part of our community. We strongly encourage you, our customer, to communicate with us any feedback you may have that will help us grow as a company.

If you feel your concerns have not been addressed adequately, you can request to speak with a senior agent of the department concerned.
To reach us by phone, please dial 1-866-928-4465, you can also refer to the numbers in the contact section above.

Below are the steps you can follow to raise any concerns:


Depending on the matter to be discussed, you may Contact our Customer Care Associates

For Business Care inquiries, contact us at 1-888-852-2383  or via email at

Our customer support team has the tools and training required to resolve any issues or to simply answer any questions; whether it be via telephone, e-mail, fax or mail.

Most matters are resolved at this point.


Upon completing Step #1, if your issue has not been resolved, you may ask that the matter be escalated to a supervisor. Our supervisors are very skilled in the area of problem resolution and will work diligently with you to quickly resolve your issue.


Providing that both Step 1 and Step 2 have been followed and your issue remains unresolved, you may ask to escalate your matter to a manager or one of our executive response representatives to consider your concerns. If the matter is unresolved, the manager or executive response representative will inform of your right to recourse with the CCTS.


Once you have gone through steps 1, 2 & 3 and you remain unsatisfied with the outcome, you may ask the manager or the executive response representative who handled your request to forward the case to the customer support director. At this point, the case investigation will promptly take place. In most cases you will receive a call within 24 hours.

The customer support Director will consider your concerns. If the matter is unresolved, the customer support director will inform you of your right to recourse with the CCTS.

Commissioner 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 or call toll-free at 1-888-221-1687.