CCTS and Resolving a Concern

CCTS Complaint Resolution

If you have a concern about a M-Mobile service, please contact us first so we can review and try to resolve the issue. If your complaint remains unresolved after you have tried to work with us, the Commission for Complaints for Telecom-television Services may be able to help.

Last updated May 2026

Applies to M-Mobile telecom services, including mobile data and business VoIP where applicable

CCTS

What is the CCTS?

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.

How to raise a concern

Resolving a concern with M-Mobile

We recommend starting with M-Mobile directly so we can investigate the concern and review available options.

Contact M-Mobile

Start by contacting our support team. Include your order number, account details, service type, and a clear description of the issue where possible.

Request escalation

If the issue is not resolved, you may request that the concern be reviewed further by a supervisor, manager, or internal escalation contact.

Contact CCTS if unresolved

If you have tried to resolve the complaint with M-Mobile and remain unable to reach a satisfactory resolution, CCTS may be able to help.

Services

Services that may fall within CCTS complaint handling

The CCTS handles complaints about eligible telecommunications services, including wireless, internet, phone, and Voice over Internet Protocol (VoIP) services. For M-Mobile, this includes prepaid mobile data services and business VoIP services where the service and customer type fall within the CCTS mandate.

Before contacting CCTS

Information that helps us review your concern

When contacting M-Mobile, please include information that helps us locate and review the concern, such as your order number, account details, service type, dates, affected destination or phone service, and any troubleshooting steps already attempted.

For business VoIP concerns, include relevant service numbers, users, dates, call examples, error messages, emergency calling address concerns, or configuration details where applicable.

Helpful resources