Making a Complaint

telMAX prides itself on providing an exceptional customer service. If you think we've fallen short, or we have not done enough to provide you a solution, please follow these steps:

Tell us about your concern. As soon as you notice a discrepancy or have a concern, tell us. Our agents are available by phone, email, or 24/7 via MytelMAX portal.

Escalate to a supervisor. If you’ve discussed the issue with one of our agents and you’re still not satisfied, you can request to speak with a supervisor. Our promise is to get back to you within the next 24-48h, if a supervisor is not immediately available.

Escalate to Compliance. If your concerns remain unresolved after you’ve spoken with a supervisor, you can request to escalate your concerns by sending an email to our Compliance Officer at Compliance@telmax.com the same 24-48h timeframe to get back to you may be necessary again for certain situations.

Commission for Complaints for Telecom-television Services (CCTS). The 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 the CCTS, you may visit its website, at www.ccts-cprst.ca, or call toll-free: 1-888-221-1687.