feedback and complaint
Your satisfaction is important to us

Whenever you have a concern, we are here to help. If you have a complaint, we encourage you to communicate with us and to give us an opportunity to resolve the issue.
We promise to address your complaint professionally in order to retain your confidence in us.
Please follow the steps below so that we can address the matter efficiently.

Step 1

Communicate with a representative

You may email us at ecare@altimatel.com or call the following numbers to reach us.

In the email or phone call, please explain the matter to the representative.
Your patience is highly appreciated. Most problems can be addressed during this step. If you are not satisfied with the proposed solution, proceed to step 2.

Step 2

Escalate to a supervisor

In the event that you are not satisfied with the level of service you have received, you may escalate the issue to a supervisor. You can expect the supervisor to call you within 24 hours. If a supervisor cannot resolve your issue, you may escalate it to a senior officer.

Step 3

Escalate to a senior officer

If your complaint is unresolved after following step 2, please send an email to satisfaction@altimatel.com . In the email, please describe the issue, the steps taken to resolve it and the results obtained. Be sure to include your name as well as the account ID printed on your invoice. Your inquiry will be handled within 48 hours of receipt by a senior officer.


CCTS

CCTS is an independent agency whose mandate is to resolve consumer complaints about their telecom and TV services, as well as the complaints of small business customers concerning 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.