HOW TO MAKE A COMPLAINT

For customers using our prepaid phone card service, please email support@thephonecardstore.ca.

 

Being a customer at Primus 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.

We learn how to make your experience better from your comments. Therefore we encourage you to express your concerns, so we may better serve you.

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

STEP 1 - CONTACT OUR CUSTOMER CARE ASSOCIATES

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

For customers using our prepaid phone card service, please email support@thephonecardstore.ca.

 

Our customer support team has the tools and training required to resolve any issues or to simply answer any questions.

Most matters are resolved at this point.

STEP 2 - SUPERVISOR

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.

STEP 3 - MANAGER AND EXECUTIVE RESPONSE

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.

STEP 4 - CUSTOMER SUPPORT DIRECTOR

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.

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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