Submitting your complaint

You have up to twelve (12) months after learning of the facts on which the complaint is based to submit your complaint to the NCC Ombudsman. Exceptional circumstances justifying the late delivery of your complaint may be considered by the Ombudsman.

You must complete the Request for Intervention/Investigation complaint form and return it by email, mail or fax to the NCC Ombudsman. The NCC Ombudsman requires you to provide the details of your complaint along with the supporting documentation that you have, and a copy of any correspondence you received from the NCC explaining its response to your complaint.

Please ensure that you provide the following information:

  • Your name, address and telephone number
  • The names, titles and contact information of all NCC representatives you have dealt with (if you know them)
  • The NCC department concerned (if you know it)
  • Your NCC complaint file number (if you have it)
  • The names and telephones numbers of any other persons concerned (if you know them)
  • The nature of the problem
  • Details of all the steps you have taken to try to resolve this problem
  • A copy of all the correspondence and documents related to your complaint.
  • The outcome that you believe is fair
  • The outcome that you believe is fair

Important things to note:

  • While the process is confidential, the NCC Ombudsman collects your personal information and communicates such information to persons whom the NCC Ombudsman deems it is necessary to do so in order to investigate and/or intervene as per your request.
  • The NCC Ombudsman's recommendations are based on the available facts and circumstances specific to each complaint. Therefore, it is in the best interest of all parties involved to provide all relevant information.
  • A review of your complaint will not be initiated until all relevant information is provided.
  • It is important that you submit your complaint to the NCC Ombudsman in a timely manner. Complaints involving facts that are more than 12 months old will not be investigated unless there are extenuating circumstances.
  • You can download the complaint form Request for Intervention/Investigation. If you are unable to read the PDF file, please download Adobe® Acrobat® Reader®.
  • You may also have the Request for Intervention/Investigation complaint form mailed or faxed to you by calling our office at 613-947-4330 or toll free at 1-877-947-4330. For TTY calls, please call 613-947-4339 or toll free at 1-877-947-4339 between 8:00 a.m. and 4:00 p.m. (EST), Monday to Friday (holidays excepted).
  • The fax number is 613-947-4311.
  • Email the NCC Ombudsman at info@ombudsman.ncc-ccn.ca