CUSTOMER SERVICE

COMPLAINTS

Gemstelecom is committed to your satisfaction by offering you the best possible service. At any given time, you may login to your Client Portal for up to date (account balance, Internet consumption, phone logs, make a payment) and much more. If you think we've fallen short, or have a complaint to bring forward, we invite you to contact us as soon as possible, please familiarize yourself with the steps below:

1st step : Call Customer Service

Contact Customer Service at: 1-800-427-6012

Speak to a Gemstelecom agent and explain your concern(s). The agent may be in a position to help you find a solution rapidly. Most problems are usually solved at this stage. However, should the agent’s answer(s) or recommendation(s) not meet with your expectations, ask to speak with a supervisor.

If you are not satisfied with the proposed solutions, proceed to step 2

2nd step : Talk to a Supervisor

If at this point your problem has not been solved to your satisfaction, we invite you to ask the customer service agent to speak to a supervisor or a representative from the Customer Satisfaction Department. At any giving time, you may also file your complaint by e-mail to the following address info@gemstelecom.com

Please explain your situation, please make sure to include your account#, your name and a phone# where we can reach you.

If you are still not satisfied, proceed to step 3

3rd step : Online form to Customer Service Management department

If you are still not satisfied after the previous steps, we would invite you to fill out the online form Using this online form, describe the problem you are experiencing and why the proposed solution does not meet your needs. Within 24 hours following receipt of your online form, a specialized agent will contact you and assist you regarding your request.

4th step : Commission for Complaints for Telecom-Television Services

If you are not satisfied with the results after following each of the previous steps, you may file a complaint with the Commissioner 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.