Quality of service

Quality of service
SkyChoice Communications

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 - Referral to independent complaints agency

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 select one of the following 2 agencies to assist with your complaint:

SkyChoice Communications, BBB accredited business
For more than 100 years, the Better Business Bureau has been helping people find businesses, brands, and charities they can trust. Millions of people turn to BBB each year to view BBB Business Profiles and Charity Reports all available for free on BBB.org. BBB Accredited Businesses support the mission and vision of BBB, and their dues and contributions allow BBB to offer its information and services to consumers at no charge.

As SkyChoice is an accredited BBB member, the Better Business Bureau is able to assist with any unresolved escalated customer complaints. We will then work with the BBB in reviewing the issues at hand and reach a fair resolution for all parties. With the BBB's track record of over 100 years working with businesses, complaints are generally resolved within 30 days.

logoCommission for Complaints for Telecom-television Services 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, the Commission for Complaints for Telecom-television Services may be able to help you. To learn more, visit their website at ccts-cprst.ca or call 1-888-221-1687.


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