- NETLIVE employees take great pride in offering superior customer service and we would like to understand if you have not had a positive experience, or issues with our products or services. Feedback allows us to continually improve our processes and policies for future improvement.
- Tell us about your concern. The best way to resolve a problem is to talk about it early. As soon as you notice an issue, please let us know right away — whether by phone, email, or social media. Our representatives, will determine the best way to proceed to help resolve the issues you are having and try to do what’s right for the customer.There are other options available to you should you remain unsatisfied after reaching out to us.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. If a supervisor is available at that time, they will take the call and establish how to assist in resolving your concerns. In certain situations, we may advise you that a supervisor will get back to you within the next 24-48h. If your concerns remain unresolved after you’ve spoken with a supervisor, you can request to escalate your concerns by speaking with a manager. The same 24-48h timeframe for a manager to get back to you may be necessary again for certain situations.
- If you feel your concerns have not been addressed adequately, you can request to speak with a senior agent of the department concerned (Sales & Customer Care, Administration or Technical Service). To reach us by phone, please dial 1-833-638-5483, you can also refer to the numbers found on our Contact Us page.
- If you are still dissatisfied after speaking with a senior agent, you can send us your complaint by completing the appropriate Feedback form.
Should you remain unsatisfied after reaching out to us, you may contact the CCTS.
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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