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How to escalate a complaint!


Velcom's customer service team attempts in every way possible to reach a solution that resolves any issues you may have!
We have create this new channel for you to guide you through the steps to resolve your issues.

  • 1. CONTACT CUSTOMER SERVICE TEAM!

  • Please use one of the methods available on our contact page. We urge you to submit a ticket online and at same time you may contact our support team via phone as well. This will allow us to look back if any issues arise and your concerns are not met.
    If your concerns are not resolved in step 1, please proceed to step 2.

  • 2. CONTACT OUR ESCALATION TEAM!

  • You may contact our second level support team at esc@velcom.ca. We unfortunately do not provide phone support for our escalation team. Our resources are limited in this due to the fact our escalation team takes time to thoroughly assess each concern. You will receive a reply within 48-72 business hours.

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    Additional steps

    If the above steps were not able to resolve your concerns, you may file a complaint with the CCTS (Commissioner for Complaints for Telecommunications Services) at www.ccts-cprst.ca or 1-888-221-1687.

    Commissioner for Complaints for Telecommunications Services (CCTS)
    CCTS is an independent agency whose mandate is to resolve complaints of individual and small business customers about their telecommunications services. If you have a complaint about your telephone, wireless, or Internet 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, free of charge. To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.