COMPLAINT ESCALATION PROCESS

Bruce Telecom strives to provide outstanding customer service every day, however, we realize that there is always room for improvement. To assist you in sharing your comments, concerns and ideas with us the steps below explain how to escalate a complaint.

Step 1

First, contact Bruce Telecom by phone, e-mail or mail to discuss any questions or concerns you have regarding your service. Our representatives will be happy to help you.

Here’s how to reach us:

Internet – 519 368-2000, pressing 2
Digital TV – 519 368-2000, pressing 2
Residential Phone – 519 368-2000, pressing 1 then 2
For more options, visit: www.brucetelecom.com

If you are not completely satisfied with the resolution provided at this step, please proceed to Step 2.

Step 2

If our representative is unable to help you to your satisfaction, do not hesitate to ask to speak to a Manager. The Manager will do everything in his or her power to solve your problem. We suggest you write down the following information:

· The Manager’s name.
· The date the conversation took place.

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

Step 3

Most complaints will be resolved to your satisfaction in the first two steps. If this is not the case for you, we encourage you to contact Bruce Telecom and a Vice-President will work with you to address your complaint.

To serve you faster, please be sure you have the following information available to help expedite the resolution of your concern:

· The Manager’s name.
· The date the conversation took place.
· A brief overview of your concern.
· The product or service involved (TV, Internet, Telephone, Mobility).
· The appropriate phone number and account number as well as a phone number where we can reach you.

Contact Information:
3145 21 Hwy
Box 80
Tiverton, Ontario N0G 2T0
Fax: 519 368-4214
e-mail address: ccts@brucetelecom.com