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Complaint handling

Customer Service

Group Maskatel wishes to provide high quality customer service. Should you want to notify us of any situation that may seem problematic, or if you wish to file a complaint, we invite you to contact us. To enable us to process your request as quickly as possible, please follow the steps below:

1. Contact Customer Service Department

You can reach our Customer Service Department at 1-877-627-5283 during business hours as posted on our Contact us page. The agent will answer your questions and help you find a solution to your specific concern. If the solution proposed by our agent does not meet your expectations, please ask to have your call redirected to his immediate supervisor.

If the proposed solutions are not to your satisfaction, please proceed to step 2.

2. File an Online Complaint

In order to do so, please complete the online form below. In the Comment section, explain why you are dissatisfied with the solutions that have been proposed to you in step 1.  Within 24 business hours following the receipt of your complaint form a superior will contact you to address your concern.

Complaint Form

*Required field

Example : XXXXXXXXXX
0/0 Example : 000 000-0000
Example : example@email.com
    Service you are concerned about
You have reached the 500 characters limit 500 characters max

If the proposed solutions are not to your satisfaction, please proceed to step 3.

3. Write to a Customer Service Supervisor

If despite the previous steps, your concern has not been resolved to your satisfaction, please write to our supervisors at superviseurccc@maskatel.qc.ca.

In your email, explain how the previous proposed solutions failed to meet your expectations.

Within 48 hours following receipt of your letter, a customer advisor specialist will call you to handle your request.

Commission 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 phone, 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.

Commission for Complaints for Telecom-television Services (CCTS)

To learn more about CCTS, you may visit its website at www.ccts-cprst.ca, or call-toll free at 1-888-221-1687.

If you wish, you can make a complaint about your telecommunications services for any of the following:

    • Maskatel
    • Téléphone Upton
    • Téléphone de St-Éphrem
    • Téléphone de Saint-Victor
    • Télécommunications Xittel
    • Réseau Picanoc.net