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Making a Complaint

Making a Complaint

At Vonage, we want to handle your issues and concerns in the most efficient, professional and respectful manner.
Here’s a quick and easy step-by-step reference to ensure we address your concerns. By following the steps below, your complaint will be resolved as quickly as possible.
To make a complaint, perform the following steps:

  1. Contact Customer Care

    We encourage you to contact us about your concern by contacting our Customer Care team. Call us at 1-877-272-0528.

  2. Escalate your complaint within the business line

    If you are not satisfied with the outcome of your initial contact with a Customer Care representative at Step 1, ask to speak to a Supervisor/Manager in the Care Leadership team.
    Most concerns are resolved by the Customer Care Leadership team. However, if your issue cannot be resolved by this team, ask to be transferred to our Executive Response Team where your complaint will undergo further review.
    NOTE: The Executive Response Team (with guidance from the V.P of Customer Experience) only reviews complaints that have been through Steps 1 and 2.
    After the Executive Response Team reviews your complaint, you'll be contacted by an advisor from this group within 3 – 5 business days. If we are unable to meet this deadline, we will contact you to advise when you can expect a response.
  3. Contact the Commissioner for Complaints for Telecommunications Services (CCTS)
    If you are still not satisfied, you will be referred to the Commissioner for Complaints for Telecommunications Service (CCTS
    CCTS is an agency independent of the telecommunications industry, whose mandate is to resolve complaints of individual and small business retail customers about their telecommunications services. If you have a complaint about your services, including local or long distance telephone service, wireless telephone service, 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.
    NOTE: CCTS will not intervene in your situation until you have exercised Steps 1 and 2 of this process.
    To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.


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