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How to resolve a concern

At Bell, we strive to provide outstanding service each and every day but we realize that there’s always room for improvement. That’s why we’re making it easier for you to share your concerns with us.

While we’re confident that our customer service representatives can handle your service needs, the steps below explain how to resolve a concern should your concern not be addressed to your satisfaction.

Note: If you are a Bell Residential customer please follow this complaint escalation process.

Step 1 – Contact a customer service representative

Contact our customer service department to discuss any concerns you have about your service. Our representatives will be happy to help you.

If our customer service representative is unable to resolve the situation to your satisfaction, don't hesitate to ask for a supervisor. Supervisors will do everything in their power to resolve your concern.

Contact us

If you're not satisfied with the resolution at this step, please proceed to step 2.

Step 2 – Email the Bell Management team

Our customer service representatives resolve the vast majority of problems in the first step. If that was not your experience, we invite you to submit a complaint to the Bell Customer Relations Centre. One of our senior representatives will work with you to address your concerns.

Resolve a concern

Step 3 - Contact the Bell Escalation Team

If after taking the preceding steps your concern is still not resolved, contact our Bell Escalation Team at 1 866 317-3382. We are committed to resolving your concern.

Note: Please ensure you complete all of the above steps to have your problem resolved in the most efficient manner.

If you are unable to reach a satisfactory resolution to your problem, the Canadian Radio-Television and Telecommunications Commission (CRTC) or the Commission for Complaints for Telecom-television Services (CCTS) may be able to assist you. The CRTC is an independent agency of the Government of Canada responsible for the regulation of telecommunications companies.


For regulated services, contact the CRTC:

Canadian Radio-television and Telecommunications Commission
Ottawa, Ontario
Canada K1A 0N2


Additional information


Commission for Complaints for Telecom-television Services (CCTS)

CCTS 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, CCTS may be able to help you.

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

Please note that if your query relates to any of the categories below they fall outside the scope of the CCTS.

Categories outside of CCTS scope:

  • Pricing of products or services
  • Content or an application downloaded from the Internet
  • Equipment
  • Broadcasting content
  • Telemarketing
  • Privacy concerns
  • 900 and 976 services



Last updated: 14/06/2019