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Natalie Dupuis, complaints resolution officer at the Commissioner for Complaints for Telecommunications Services. (Dave Chan for The Globe and Mail)

Natalie Dupuis, complaints resolution officer at the Commissioner for Complaints for Telecommunications Services.

(Dave Chan for The Globe and Mail)

Meet the people who field your telecom complaints Add to ...

Have a telecom complaint? CCTS staff are ready to listen.

Dave Chan for The Globe and Mail

Sébastien Pigeon, customer service representative

Age: 28

Education and work history: Certified massage therapist (orthotherapist) and more than a decade in retail

Quote: “A lot of times consumers [say] ‘Oh, no, I don’t want to make a big fuss about it. It is just about the principle. I don’t want to make a complaint – I am not a complainer. That’s not who I am.’ But I would advise those people, do it. This is why we were created.”

Dave Chan for The Globe and Mail

Natalie Dupuis, complaints resolution officer

Age: 30

Education and work history: Bachelor’s degree in political science and Masters in conflict studies. Previously taught English in South Korea, worked in customer service in the restaurant and medical services industries and worked in corporate philanthropy for Telus Corp.

Quote: “I really want to walk in [to a customer’s complaint] with a really curious mind. That’s something that I do so that they understand that I am neutral.”

Dave Chan for The Globe and Mail

Jean-Claude Lizé, complaints resolution officer

Age: 35

Education and work history: Bachelor’s degree in human rights and law and Masters in conflict studies. Previously worked at Human Rights Internet, an Ottawa advocacy group, and in the Balkans for a grassroots non-governmental organization.

Quote: “People are frustrated. A lot of their frustration comes from the fact that ... they’ve been talking with the [telecom’s] customer service, trying to get this resolved themselves. And they might be getting the runaround or not the answer. They feel like they are not being listened to.”

Dave Chan for The Globe and Mail

Eric Mayer, customer service representative

Age: 30

Education and work history: High school. Previously worked at St-Albert Cheese Co-operative and in customer service at ING Direct Canada

Quote: “When people call in and are upset, they are really not upset with you. They are upset with the service provider. So as long as you are able to shake that off, there really is no problem.”

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