Our commitment
to you

Proximity and high quality service 

Our commitment to our members is to offer a high quality service that is efficient and transparent. To do so, our team attaches great importance to the following values:

Attention and professionalism,
Courtesy and sensitivity,
Understanding and empathy,
Sincerity and transparency,
Patience and appreciation,
Action and commitment.

In order to provide service that delivers on its promises, we measure customer satisfaction by encouraging feedback and promptly resolving errors, problems of all kinds and complaints. Although these situations are regrettable, they can nevertheless occur and the Cooperative is committed to listening and making every effort to respond effectively to the difficulties encountered. The comments received are treated with respect and confidentiality by the staff in charge.

To report any unpleasant situation or lodge a complaint, please follow these simple steps:

1. Contact a Member Services advisor

Please contact our Member Services Department at 819 623-2825 to clarify any questions you may have regarding the services you have selected. If you are not entirely satisfied with the solutions provided at this stage, we will forward your call to step 2. If you prefer, you can submit your request by completing the form below. Depending on the nature of your situation, an advisor or service manager will contact you.

2. Take to a supervisor

If our Member Services advisor has been unable to resolve your problem, please ask to speak to a supervisor. He or she can usually suggest different solutions and do everything possible to resolve your problem.

3. Talk to management

Most situations are resolved during the first two steps in the respect and interest of both parties. However, if the situation is not resolved, you may be asked to contact CTAL management, or your situation will be referred by the department supervisor to the Cooperative’s management.

4. Contact the Commission for Complaints for Telecom-television Services (CCTS)

Commission for Complaints for Telecom-television Services (CCTS) is an independent organization dedicated to working with consumers and service providers to resolve complaints about telephone and internet services. Its structure and mandate were approved by the CRTC. If you have a complaint about your telecommunications or television services, you should first try to resolve the issue with your service provider. If you can’t reach an agreement with your provider, contact the CCTS. For information about how to do this, go to https://crtc.gc.ca/eng/phone/cprstccts.htm and consult the Guide to Making a complaint

Complaint filing form