A guideline on how to resolve issues and information about the CCTS

Truespeed is a local company. Our support team sits in Brockville, Ontario, we answer our own phone, and we take real pride in sorting problems out ourselves rather than passing them along. We would far rather hear that you are unhappy than have you leave quietly, and we will do everything we reasonably can to settle your concern on the spot. If you believe we have not met that standard, here is what you can do.

Step 1: Let Us Know

We want to help. The first step is simply that we need to know something is wrong. As soon as you run into an issue, tell us. The quickest way is to call or email our technical support team.

Phone: (613) 865-7733, option 4 Toll free: (844) 716-7733 Email: support@truespeed.ca Online: open a request in My Account and read every reply there

We are very proud of our Brockville support team. They take customer service seriously and they have a wide range of tools available to address your issue. Tell us what is wrong and what you would like us to do about it, and keep your ticket number.

Step 2: Escalate to a Supervisor

If enough time and effort has passed and you feel you have reached an impasse, ask to speak with a technical support supervisor. Our support resources are finite, so it may take up to two business days for a supervisor to be brought up to speed on your issue and call you back.

Our supervisors are trained to look for creative resolutions and will make every effort to find a solution for you.

Step 3: Commission for Complaints for Telecom-Television Services (CCTS)

The 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 followed the steps above and your concern remains unresolved after making a complaint to Truespeed, you may file a complaint with the CCTS. You have every right to do that, we will not stand in your way, and if your concern is still unresolved after you have escalated it with us, we will point you to the CCTS ourselves.

Before you do, two things are worth knowing. Both come from the CCTS.

You have to try us first anyway. The CCTS will not take a complaint until you have given your provider a reasonable opportunity to fix the problem. In its own words, doing that is "both required before submitting a complaint to the CCTS and is often the quickest way to resolve an issue."

The CCTS is busier than it has ever been. It received 53,195 complaints in 2025-26, 79 percent more than the year before, and accepted 41,235 of them. The CCTS says complaints that need conciliation or investigation "are taking longer than usual because of the significant increase in volume", and that processing times may stay longer than usual while demand keeps climbing.

None of that is a knock on the CCTS. They resolve 87.2 percent of the complaints they conclude, they are impartial, and they cost you nothing. It is simply that the quickest route to a fixed problem usually runs through our office, and we would like the chance to prove it.

To learn more about the CCTS or to file a complaint:

Website: www.ccts-cprst.ca Toll free: 1-888-221-1687

Our Commitment

At Truespeed we genuinely care about the experience our customers have. We are a small, local team and your satisfaction matters deeply to us. If something has gone wrong, please give us the chance to make it right. We are committed to finding a fair resolution quickly.