|This Agreement and the relationship between you and Gold Line shall be governed by the laws of the Province of Ontario, Canada, without regard to its conflict of law provisions.
|Mandatory Arbitration and No Jury Trial
|Other than any dispute that qualifies for small claims court, any dispute or disagreement of any kind between you, any member of your household or any guest or employee of you and us arising out of or relating to the Service or shall be resolved by binding arbitration in accordance with the Arbitration Act (Ontario), which is deemed to be incorporated by reference into this clause. The arbitration tribunal shall consist of one arbitrator. The decision of the tribunal shall be final and binding and no appeal shall lie therefrom. Each party must pay its own expenses associated with any arbitration, including its attorney's fees However, where it sees fit, the tribunal shall have the power to order one party to contribute to the reasonable costs and expenses of the other party, or to pay all or any portion of the costs of the arbitration, as arbitrator determines in its discretion.
Note however, that before you take a dispute to arbitration or to small claims court, you must first contact our Customer Care Department representative at the customer service number on your Gold Line invoice for the Services, or write to us at the following address and give us an opportunity to resolve the dispute: Gold Line Telemanagement, Inc., 300 Allstate Parkway, Markham, ON L3R 0P2, Attention: Legal Department.
You must describe your dispute and provide Gold Line with any supporting documentation. Likewise, if Gold Line has a dispute with you, it will notify you by letter sent to your billing address and attempt to resolve it before pursuing litigation or arbitration.
|Printed Copy of the Agreement
|A printed version of this agreement as amended shall be admissible in judicial or administrative proceedings based upon or relating to this agreement to the same extent and subject to the same conditions as other business documents and records originally generated and maintained in printed form.
|Time for Filing Claims
|You agree that regardless of any statute or law to the contrary, any claim or cause of action arising out of or related to use of the Service or the Agreement must be filed within one year after such claim or cause of action arose or be forever barred.
|No Waiver of Rights
|Our failure to exercise or enforce any right or provision of this Agreement will not constitute a waiver of such right or provision.
|Entire Agreement and Severability
|This Agreement, including any future modifications as may occur within the terms of the Agreement, and the rates for Services found on our website constitute the entire agreement between you and Gold Line and govern the use of the Service by you, members of your household, guests and employees. This Agreement supersedes any prior agreements between you and Gold Line and any and all prior or contemporaneous statements, understandings, writings, commitments, or representations concerning its subject matter. If any part of this Agreement is legally declared invalid or unenforceable, all other parts of this Agreement will remain valid and enforceable. Such invalidity or non-enforceability will not invalidate or render unenforceable any other portion of this Agreement.
|Gold Line may assign all or part of its rights or duties under the Agreement without notifying you. If we do that, we have no further obligation to you. You may not assign the Agreement without our prior written agreement.
|The provisions of this Agreement relating to indemnification, limitations on liability, warranty limitations and disclaimers, resolution of disputes, billings and your obligation to pay for the Service provided and any additional usage charges, shall survive the termination of the Agreement and the termination of the Service.
|Headings of No Force or Effect.
|Headings in this Agreement are for reference only and have no effect on the meaning of any provision.
|Notices by Gold Line to you may be given by means of a general posting at the Website. Notices (including questions, complaints, or legal notices) by you may be given by electronic messages or conventional mail, as follows: (i) Electronic mail (e-mail) must be sent to Gold Line's customer service through the Website; (ii) Mail and courier deliveries must be sent to: Gold Line Telemanagement, Inc., 300 Allstate Parkway, Markham, ON L3R 0P2, Canada.
Gold Line is committed to the highest quality of service and customer satisfaction.
Customer concerns are handled by our trained customer service personnel, in accordance with the following process
- Customer calls into the Gold Line call center and speaks with a first level customer service representative ("CSR").
- The issue is handled by the first level CSR.
- If the issue is not resolved by the end of the call or needs further internal processing, an internal ticket is created and forwarded to
the appropriate department for further resolution. Customer is given a timeline for the resolution at that time.
- If first level customer care is not able to resolve the issue or forward to an appropriate department or if the customer is not
satisfied with the resolution given, customer is given the option to speak with a team leader (second level CSR).
- If the second level CSR resolution is not satisfactory to the customer they will be given the option to speak with a team manager
or 3rd level CSR for further resolution.
- In the even that customer is still not satisfied, they will be referred to the "Legal" page on the Gold Line website where they can find a link to the Commissioner for Complaints for Telecom-television Services (CCTS) website and will also be given the CCTS phone number.
Commissioner for Complaints for Telecom-television Services (CCTS)
Commission for Complaints for Telecom-television Services (CCTS) CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, internet or TV 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. To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.