We exist to serve our customers, and it is our job to make complicated things simple. We're taking action to save them time and solve their top irritants.
Control of Data
Data management tools in MyRogers put families in control of their wireless data usage.
Roam Like Home and Fido Roam help customers stay connected in more than 100 destinations around the world by using the plan as they do at home, all for a flat daily fee.
Unlimited Home Internet
Gives families worry free surfing and streaming at home.
Simplified & Mobile Friendly Bill
Makes it easier for customers to read and understand their charges.
Peace of Mind on Appointment Day
Rogers and Fido EnRoute lets customers track when a technician will arrive for a service call or installation.
Self-service on Facebook Messenger and Twitter
Global firsts that allow customers to get in touch when, how and where they want.
We’re committed to giving our customers the best experience possible
We are investing an additional $100M per year on improving our systems and process as well as supporting our people
This is a journey,not a destination, but we're already seeing early results, with customer complaints falling and customer satisfaction scores increasing
Our customers are busy and their time is valuable. So we’re overhauling how we do things to simplify their experience, put them in control and save them time.
– Deepak Khandelwal, Chief Customer Officer
We advocate for fairness in the treatment of disputes and efficient resolution of ongoing issues for clients of all Rogers (including the Fido, Chatr, and Mobilicity brands) products and services.
We promote fairness in policies, procedures and practices to ensure all clients benefit from clear and transparent terms
We challenge experiences that disproportionately favour one side or the other, we expect and deliver objective and meaningful reasons for decisions
We believe in prompt, efficient and effective treatment of disputes so that no client’s time is spent needlessly following up for answers. We are Responsive, Impartial, and we believe in Continuous Improvement.
Review all cases personally. That means I will read every single customer concern sent to my office.
Respond to customers within 48 hours, acknowledging their concern was received.
Resolve or close cases in 60 days or less.
Report on how we’re doing based on customer feedback and satisfaction.
Work to bring a fair resolution to your concern in an objective and impartial way.
Champion transparent, fair practices and policies, and a clear complaint resolution process.
Consider the views of everyone involved before making a final resolution.
Reconcile information. Inform the organization of the root cause driving customer complaints so that improvements can be made.
Provide recommendations on policy and procedure changes across the company
If the service person can’t provide you with the appropriate assistance, ask for a manager or send us your feedback on Rogers.com (“Share a Concern”). You will be contacted within one business days. Unresolved matters will be proactively referred to my office for further investigation within one business day and I will contact you personally to discuss next steps.
Manager / Office of the President
Office of the Ombudsperson
We’re here to help you. We encourage you to get in touch with us either online, by telephone, live chat, or mail.
100 Westmorland Street, Moncton, NB, E1C 0G1