Making a Complaint

Falconnet Internet Services takes great care to ensure its customers are treated fairly and in a good manner. If you think we've not done that, or have a complaint, here's how you can see it resolved.

Step 1:
Tell us about your concern. The best way to resolve a problem is talk about it early. As soon as you notice an issue, please do let us know -- whether by phone at 519-488-4595, or email us at sales@falconnet.ca. Our representatives will work patiently with you to find the right solution.

Step 2:
Escalate to a supervisor. If you’ve discussed the issue with our representatives and you’re still unsatisfied, you can request to speak with a supervisor. A supervisor will get back to you within the next 24-48h to walk through your concern with you and seek to establish a plan for resolution.

Step 3: 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.