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Complaints, Assistance and Security

Internal Complaints

Our skilled CSRs are available to assist you with any concern or dispute. If your concern is still an issue after speaking with one of our CSRs you may ask to speak with a Complaint Resolution Officer. If you are still not satisfied, you may contact the CCTS. See below for more information.

Commission for Complaints for Telecom-Television Services

The CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV 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 or call toll-free at 1-888-221-1687.

Mental Health Crisis/Suicide Prevention Services

We would like to advise you that while 9-8-8 (the three-digit hot line for suicide prevention) will be available in the United States effective July 16, 2022, an equivalent three-digit number is not yet available in Canada.

To reach mental health crisis and suicide prevention services in Canada, please be aware of the following options for reaching Canada’s suicide prevention service:

  • 1-833-456-4566 (toll-free) for voice calls at any time
  • 45645 for texts from 4:00 PM to Midnight (Eastern Time)

Bug Bounty Program

Vianet is committed to protecting our customers and their data. To that end, we are continually working at strengthening our security posture. As part of this process, we offer a bug bounty program as an avenue for individuals to report (and potentially receive compensation for) discovered vulnerabilities on Vianet-owned applications and systems. The document below is intended to provide clarity on how our bug bounty program works.

If an individual believes they have found a vulnerability in one of our systems or applications, we encourage them to let us know right away by submitting a report per the instructions provided on this document. Before submitting a report, individuals are required to read this document thoroughly to ensure they have a good understanding of its contents and our reporting requirements.

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©2023 Vianet