To file a complaint

VDN is committed to maximize the satisfaction of its customers by offering the best service. However, should you wish to inform us of any dissatisfaction or to file a complaint, we invite you to contact us.

1. Call Customer Service

Call Customer Service at 514 522-1590. We are confident that our customer service representatives can handle your concerns and service needs to your satisfaction. Most problems can be addressed during this step.


However, should the problem not be solved to your satisfaction, do not hesitate to ask to speak to a supervisor.


If you are still not satisfied with the answer or the proposed solution, please proceed with the following steps.

2. File a complaint online

If you were not satisfied with the resolution provided over the phone, please complete the online form.


To help us serve you better and faster, you may describe the situation in the Comments box and explain why you do not agree with the solution that was proposed.  A representative will call you back to address your request.

3. Write a letter to Câble VDN

If you remain unsatisfied despite your attempts, we encourage you to contact the VDN Customer Relations Department by sending a letter to:

Câble VDN
Head of Customer Relations Department
2600 Ontario Est, suite 206
Montréal, Québec
H2K 4V4

Describe the situation and explain why you do not agree with the solution that was proposed.  Your inquiry will be handled within 48 hours of receipt by the head of the department who will handle your request.

If you have completed all of the previous steps and have been unable to reach a satisfactory resolution, CCTS may be able to help you. You may want to file a complaint with The Commissioner for Complaints for Telecommunications Services (CCTS).

Commissioner for Complaints for Telecommunications Services (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.

 

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