Service Complaint
At Impact, it is our policy to offer exceptional multilingual service support to all customers. If you have questions or concerns about your service we look forward to hearing from you.
Service Inquiry Escalation Procedure:
- Level 1: Contact Startec Customer Service via telephone at 1-877-882-1111 or by email at customercare@startec.com
- Level 2: Escalate your complaint to a Startec Customer Service Supervisor or contact the Commissioner for Complaints for Telecommunications Services (CCTS)
- Level 3: Write a letter or email to the Startec Customer Relations Department
Level 1
Most customer inquiries can be solved quickly by simply calling our customer service department or by sending an email to customercare@startec.com. However, some requests require further investigation and may require more time to resolve. If your inquiry cannot be immediately answered by customer service, we will endeavor to address and resolve it within 1 to 2 business days. Pending inquiries will be tracked by your account number or registered phone number. Customer service hours of operation are from 9:00 am to 12:00 am ET Monday through Friday, and 9:00 am to 7:30 pm ET Saturday and Sunday.
Our toll-free telephone number is 1-877-882-1111
Our email address is customercare@startec.com
Level 2
If you feel your inquiry was not satisfactorily addressed by the customer care department, you may request that your issue be escalated to a Startec Customer Service Supervisor. To do this simply call our customer service department at 1-877-882-1111 and ask to speak to a supervisor. After reviewing and investigating your inquiry the supervisor may take up to 1 to 2 business days to contact you with a resolution.
You can contact the 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.
Level 3
Customers may also choose to send a letter or email detailing the inquiry to our Customer Relations Department for follow-up.
The mail address is:
Impact
100 King Street West, Suite 5700
Toronto, Ontario M5X 1C7
The email address is: customercare@startec.com
Please include your name, registered phone number, Startec account number, and the nature of your inquiry as well as the best way (phone, email etc.) to reach you in case we need to contact you for more information.