Service Escalation Steps

If a Customer is not satisfied with the service that Execulink has provided, the Customer may escalate through the steps listed below in an attempt to achieve a satisfactory resolution.

  Step   Role Description How to Contact
1 Customer Liaison Primary point of contact for most consumer issues. 1-877-393-2854 or email customercare@execulinktelecom.ca.
2 Customer Care Supervisor Supervisor of the Customer Liaison. Request contact information from Customer Liaison.
3 Customer Care Manager Manager for the Customer Care Supervisors and Customer Liaisons. Request contact information from Customer Care Supervisor.
4 VP – Customer Experience The Customer Care Manager reports directly to the VP – Customer Experience. Request contact information from Customer Care Manager or email corp@execulink.com.
  1. If the Customer is still not satisfied the matter may, depending on the nature of the dispute, be referred to either the Canadian Radio-television and Telecommunications Commission (CRTC) or the Commission for Complaints for Telecom-Television Services (CCTS).
  2. The CRTC can be contacted using one of the following methods:
    • on-line form: Complaints and inquiries
    • mail: Secretary General, CRTC, Ottawa, Ontario K1A 0N2
    • fax: 819-994-0218
    • toll free telephone: 1-877-249-CRTC (2782)
    • toll free TTY: 1-877-909-CRTC (2782)
  3. The CCTS can be contacted using one of the following methods:
    • email: response@ccts-cprst.ca
    • mail: P.O. Box 56067 – Minto Place RO, Ottawa, Ontario K1T 7Z1
    • fax: 1-877-782-2924
    • toll free telephone: 1-888-221-1687
    • toll free TTY: 711 or 1-877-782-2384 (voice)

Commission 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 www.ccts-cprst.ca or call toll-free at 1-888-221-1687.

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