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Primus E-Care

Manage your Primus account online-update personal info, pay your Primus bill, set up additional e-mail accounts and more!

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• Step 1 - Contact our Customer Care Associates

  • Our customer care team has the tools and training required to resolve any issues or to simply answer any questions; whether it be via telephone,
    e-mail, fax or mail.

    Most matters are resolved at this point.

    To contact our customer care team, whether it is via telephone, e-mail, fax or by mail, click here.

• Step 2 - Supervisor

  • If your issue has not yet been resolved, you may ask that the matter be escalated to a supervisor.  Our supervisors are very skilled in the area of problem resolution and will work diligently with you to quickly resolve your issue.

• Step 3 - Manager

  • Providing that both Step 1 and Step 2 have been followed and your issue still remains unresolved, you may ask to escalate your call to a manager to consider your concerns.

• Step 4 - Executive Level Representative

  • Once you have gone through steps 1, 2 & 3 and you remain unsatisfied with the outcome, you may ask the manager who handled your request in step 3 to forward the case to the Executive Level for response in which case an investigation will promptly take place. In most cases you will receive a call within 24 hours.

• Step 5 - CCTS

  • If after raising your complaint at the Executive Level, you are still not satisfied with the outcome, you may be eligible to refer your complaint to the Commission for Complaints for Telecommunications Services (the "CCTS").

    The 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 at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.

    Please note that as indicated above you must have gone through all the steps in Primus’ complaint handling process before submitting your complaint to the CCTS.