Complaints
If something is wrong and we have not put it right.
Tell us first
Ring (705) 479-2302 and say what has happened. Most things are a misunderstanding or something we can fix the same day, and we would far rather hear about it than have you sitting there annoyed.
If you would rather put it in writing, say so on the phone and we will give you an address to send it to.
What we will do
We will tell you we have got it, and who is dealing with it. For anything that cannot be sorted out on the call, we will tell you what we are doing and roughly how long we think it will take.
If we got something wrong, we will say so and put it right. If we do not agree with you, we will tell you that plainly and explain why, rather than going quiet.
Nothing here goes through a queue or a call centre. It goes to the person who can actually do something about it.
If you are still not happy
Say so, directly, and ask for it to be looked at again.
If you want to end your service over it, you can, at any time, with nothing to pay to get out. That is true of every plan and it does not depend on us agreeing with you.
Billing disputes
If you think a bill is wrong, tell us before you pay it. We will not suspend a service over an amount that is genuinely in dispute while we are looking into it.
Every invoice is in the client portal with what it was for. If the figures are not what you expected, that is the first place to look, and we will walk through it with you.