Quality of service
Quality of service
At SkyChoice Communications, we strive to provide the best quality of service possible to our customers. However on the rare occasion that you have issues with your service or wish to make a complaint, we want to hear about it! Address any concerns or resolve an issue with your SkyChoice service(s) by following our Quality of Service policy as follows:
Step 2 - Escalate to supervisor
If you've discussed your concern with our customer service representatives and are still unsatisfied or if the issue is still not resolved, you can request to have the matter escalated to a supervisor. The matter will then be thoroughly reviewed and a response will be provided typically within 48 business hours. However, please note that more complex issues may take additional time for us to review so in these cases, we would require at least 72 business hours before being able to respond.
Step 3 - Referral to customer experience manager
If one of our supervisors still haven't been able to fully address your concerns, the matter can then be referred to our customer experience manager who will fully review what has been done so far and provide a written plan of action in order to remedy the situation within 72 business hours.
Step 4 - CCTS
If the plan of action provided by our customer experience manager has failed to address your concerns and you have provided us a reasonable opportunity to resolve your complaint, you may contact the Commission for Complaints for Telecom-television Services (CCTS) which 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 the CCTS, you may visit its website, at www.ccts-cprst-ca, or call toll-free at 1-888-221-1687.