(NC) We’ve all experienced bad service at some point. While we have our thresholds of what we’re willing to tolerate, sometimes issues go beyond high prices or impolite customer service. If a company ignores their policies or doesn’t follow the rules, by overcharging you on a bill or not giving you a refund you’re owed, you may want to make a complaint. Here are some tips to make sure it’s effective and you get what you’re due.
Acknowledge your feelings
It’s pretty normal to have a strong emotional reaction when you realize a company isn’t playing fair and square with you. Take the time you need to vent, to feel that frustration or anger, before you take the next steps. While these feelings can be motivating, they can sometimes get in the way of effective problem-solving. Plus, no one wants to be that person screaming at the customer service representative.
Get organized
For any chance of a resolution, you need to be able to explain what the problem is. So, write down the concern to get it straight. Point to what policy, rule or aspect of an agreement has been violated beyond simply saying, “this company owes me money” or “I’m out a hundred bucks.” These details could be a reality check or provide important evidence to back up a complaint.
Start at the source
If it still seems like something might be off, contact the company. Most companies want to keep customers happy and maintain their service standards. While you might be tempted to start ranting about the company on social media, see if they might have a solution to your problem before looking for help anywhere else. You might be pleasantly surprised by their response.
Take notes
You should always document what happens when addressing an issue. Make detailed notes on any communications you have with the company, including the company’s response to your explanation of the problem. Save emails and take screenshots of any online messages. Keeping a detailed timeline of events will also provide a record of your interactions if you need to take the problem further.
Escalate to an ombudsman
If the company doesn’t take appropriate action to solve your problem, take your complaint to an organization that can help. Many sectors have a regulatory body or ombudsman to hold them accountable. For phone, internet and TV providers in Canada that’s the Commission for Complaints for Telecom-television Services.
This organization helps service providers and customers resolve problems. It has the power to tell providers how to fix the problem, and often, to issue a credit or refund to the customer. Its services are available in English or French and are provided free of charge. Most complaints filed with the organization are resolved within 30 days.
Find more information or get action on a complaint at ccts-cprst.ca.
