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CUSTOMER SERVICE

COMPLAINTS

Videotron is committed to your satisfaction by offering you the best possible service. If you wish to file a complaint or report a problem, we invite you to contact us. In order that we may review your file as soon as possible, acquaint yourself with the steps below:

1st step : Call Customer Service

Contact Customer Service at: 1 88-VIDEOTRON or at 514 281-1711.

You will then be able to ask questions or report a problem to a Videotron agent. The agent may be in a position to help you find a solution. Most problems are usually solved at this stage. However, should the agents answer or recommendation not meet with your expectations, ask to speak with a supervisor.

If you are not satisfied with the proposed solutions,

2nd step : File a complaint online

If at this point your problem has not been solved to your satisfaction or your questions answered, fill out the online form and under section Products/Categories select "Complaint" from the drop-down menu. 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 call to assist you regarding your request.

If your needs have still not been met,

3rd step : a written complaint to Customer Service's Management department

If you are still not satisfied in spite of step 2, we would recommend you file a complaint by mail at the following address:

Videotron G.P.
Customer Service Management
C.P. 11078
Centre-Ville
Montréal, Québec
H3C 5B7

Describe your situation and explain precisely why the proposed solutions have not met your needs so far. Within 48 hours following receipt of your letter, a specialized agent will call in order to handle your request.

If you prefer filing your complaint by e-mail, send it to the following address: Satisfaction@videotron.com

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 Telecommunications Services (CCTS).

Visit the CCTS Web site for more information. Commissioner for Complaints for Telecommunications Services (CCTS) CCTS is an agency independent of the telecommunications industry, whose mandate is to resolve complaints of individual and small business retail customers about their telecommunications services. If you have a complaint about your services, including local or long distance telephone service, wireless telephone service, 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.

The CCTS does not handle complaints regarding cable television.