How to File a Complaint About Videotron
A guide for Videotron customers who need to escalate an issue beyond customer service.
Videotron, owned by Quebecor, is Quebec's largest cable provider, offering television (including the Helix platform), internet, wireless, and home phone services. The Quebecor family also includes the Fizz digital brand and Freedom Mobile. If you have an issue with Videotron that their customer service team has not resolved, you have options — and the main one, the CCTS, is free.
Last updated: August 2026
Ce guide est aussi disponible en français.
What's Changing in 2027
The CRTC's Telecom Regulatory Policy 2026-78 (April 24, 2026) requires internet and cellphone providers, including Videotron, to let customers cancel or modify their plans through self-service tools — an app, a website, or email — by April 26, 2027. Customer-initiated changes must take effect immediately, with written confirmation of any self-service action.
In addition, Telecom Regulatory Policy 2026-43 prohibits activation, change, and cancellation fees as of June 12, 2026. Together, these rules make it easier to leave or downgrade an internet or wireless plan without penalty or friction.
These rules apply to internet and cellphone plans. They do not currently apply to television or broadcasting distribution services.
Where to File
The right organization depends on the nature of your complaint:
| Your Issue | Where to File |
|---|---|
| Billing errors, unauthorized charges, contract disputes | CCTS |
| Unwanted services on your bill that Videotron won't remove | CCTS |
| Service quality, outages, slow internet | CCTS |
| Cancellation problems or equipment fees | CCTS |
| Offensive content on a Quebecor-owned channel | CRTC or CBSC |
| Loud commercials | CRTC |
| Privacy violations | Office of the Privacy Commissioner |
Most Videotron complaints go to the CCTS (Commission for Complaints for Telecom-television Services). Videotron is a participating provider, so it is required to take part in the CCTS process.
Before You File
- 1Contact Videotron first. Both the CCTS and CRTC expect you to attempt resolution directly with Videotron before escalating. Use the contact options in the support section of videotron.com, and if the first agent can't help, ask for a supervisor.
- 2Document everything. Write down the date, time, name of the representative, and what they said. If they refuse to help, note that specifically.
- 3Keep your bills. If your complaint involves charges, keep copies of the bills showing the disputed amounts.
- 4Get a reference number. Ask Videotron for a complaint or case reference number. This proves you attempted resolution.
Filing with the CCTS
If Videotron has not resolved your issue after you've contacted them directly:
- Go to the CCTS complaint form (available in French as well — the CCTS serves consumers in both official languages, and can also be reached at 1-888-221-1687)
- Select the brand you actually subscribe to — Videotron, Fizz, and Freedom Mobile are all covered by the CCTS
- Describe the issue and the steps you've already taken
- Include your Videotron account number, reference numbers from your calls, and copies of relevant bills
- The CCTS will contact Videotron on your behalf — Videotron must report back to the CCTS within 20 days
The CCTS can require billing corrections, refunds of proven losses up to $5,000, and changes to your account, and the CRTC notes that almost 9 out of 10 complaints are resolved in a satisfactory manner. For the full process, deadlines, and a template, see our complete CCTS complaint guide.
Filing with the CRTC
For content and regulatory issues (not billing or service), file directly with the CRTC:
- Go to the CRTC complaint form
- Select "Broadcasting" as the complaint type
- Identify the specific channel or service
- Include dates and times of the content in question
For a detailed walkthrough of the full complaint process, see our complete CRTC complaint guide.
Know Your Rights
As a Videotron customer, you are protected by several CRTC codes:
- The Television Service Provider Code sets rules for contracts, billing practices, and service changes
- The Wireless Code protects cellphone and mobile customers
- The Internet Code covers internet service agreements
Quebec residents also have recourse under provincial consumer protection law through the Office de la protection du consommateur, which handles general consumer contract issues outside the CCTS's telecom-specific mandate.