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How to escalate a complaint

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At Bell, we strive to provide outstanding customer service each and every day but we realize that there's always room for improvement. That's why we're making it easier for you to share your concerns with us.

While we're confident that our customer service representatives can handle your service needs, the steps below explain how to escalate a complaint should your concern not be addressed to your satisfaction.

Note: If you are a Bell Business customer please follow this complaint escalation process.

Step 1 – Contact a customer service representative


Contact our customer service department to discuss any concerns you have about your service. Our representatives will be happy to help you.


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If you're not completely satisfied with the resolution at this step, please proceed to step 2.


Step 2 – Speak with a supervisor


If our customer service representative was unable to resolve the situation to your satisfaction, don't hesitate to ask for a supervisor. Supervisors will do everything in their power to solve your problem. We suggest you write down the following information:
The supervisor's name and employee number
The date the conversation took place

If you're not completely satisfied with the resolution provided at this step, please proceed to step 3. 


Step 3 – Contact the Bell Customer Relations Centre


We resolve the vast majority of problems in the first two steps. If it did not happen in your case, you may submit a complaint to the Bell Customer Relations Centre. One of our senior representatives will work with you to address your concerns.

Submit a complaint



Note: You must complete the first two steps of the escalation process to have your problem resolved in the most efficient manner.


Additional steps

If you were not satisfied with the resolution provided in the previous steps, you may file a complaint with the Commissioner for Complaints for Telecommunications Services (CCTS). The CCTS is an agency independent of the telecommunications industry. Their 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 phone service, mobile phone service or Internet service, you must try to resolve it with Bell before contacting the CCTS. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you, free of charge.Learn more about CCTS at www.ccts-cprst.ca or call toll-free at 1 888 221-1687.

Last Updated:14/01/2010

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