How to Make a Complaint to Primus Business Services

We strongly encourage you, our customer, to communicate with us any feedback you may have that will help us grow as a company.

We learn how to make your experience better from your comments. We therefore encourage you to express your concerns, so that we may better serve you.

Note:

  • This page refers to the complaint process for Primus Business Services and information on the Commissioner for Complaints for Telecommunications Services (CCTS).
  • Learn how to make a complaint in regards to Primus residential services.

Below are the steps you can follow to raise any concerns you may have:

Step 1 - Contact our Business Care Team

Our Business Care Team has the knowledge, tools and training required to resolve any issues you may experience or to simply answer any questions you may have. Whether it is via telephone, e-mail, fax or mail, they are here to assist you.

Most matters are resolved at this point.

Contact our Business Care Team:
Email — BusinessCare@primustel.ca
Phone — 1-888-222-8577

Step 2 - Escalate to a Business Care Supervisor

If your issue has not yet been resolved or not resolved to your satisfaction, you may ask that the matter be escalated to a Supervisor. Our Supervisors are very skilled in the area of problem resolution and will work diligently with you to quickly resolve your issue.

Step 3 - Escalate to a Business Care Team Manager

If your issue has not yet been resolved or not resolved to your satisfaction, you may ask that the matter be escalated to a Team Manager. Our Team Managers are very skilled in the area of problem resolution and will work diligently with you to quickly resolve your issue.

Step 4 - Escalate to the Business Care Manager

Providing that both Step 1 and Step 2 have been followed and your issue still remains unresolved, you may ask to escalate your call to the Business Care Manager to consider your concerns.

Step 5 - Escalate to our Executive Level Representatives

Once you have gone through steps 1, 2 & 3 and you remain unsatisfied with the outcome, you can further escalate your concerns. The Business Care Manager who handled your request in step 3 will forward the case to the Executive level in which an investigation will promptly take place. You will receive a call within 24-48 hours.

Information about the Commissioner for Complaints for Telecommunications Services (CCTS)

If after raising your complaint, you are still not satisfied with the outcome, you may be eligible to refer your complaint to the Commission for Complaints for Telecommunications Services (the "CCTS").

Commissioner for Complaints for Telecommunications Services (CCTS)

CCTS is an independent agency whose mandate is to resolve complaints of individual and small business customers about their telecommunications services.

If you have a complaint about your telephone, wireless, or Internet 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, free of charge.

To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.

Our Customer service teams are available to answer your questions 24/7

Business Care Team

Phone — 1-888-222-8577
Email — BusinessCare@primustel.ca

Technical Support Team

Phone — 1-888-222-8577
Email — BusinessSupport@primustel.ca

You may also visit our Online Help Centre

Contact Us

Call Us Toll-free
1-888-411-6073 or request a call-back.

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