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2018 Ombudsman Report

July 11, 2019

Articles

Message from the Ombudsman

It is with pride that I have assumed the role of Rogers Ombudsman in late 2018 from my predecessor, Deborah Evans. Since taking on the role, I’ve been impressed with the team’s level of professionalism and dedication to investigate and seek opportunities to resolve customer concerns. In addition to assisting 3096 customers in having their concerns addressed by Rogers and Fido, the team of 5 Ombudsman Case Managers were able to investigate 530 customer complaints in 2018 (up 9% from 2017) with a 97% resolution rate.

I believe that Rogers is making great strides in enhancing the customer experience by putting our customers first in everything we do. This is evident in the new products and services Rogers recently introduced that address the needs and feedback from consumers, such as Ignite TV and Upfront Edge.

That said, I also recognize there are still opportunities to do better. Our office continues to hear from customers who feel that Rogers or Fido haven’t listened, understood their concern, or proposed a reasonable solution. I believe this type of customer feedback is invaluable and I am pleased that the Ombudsman office is able to share the result of our investigations with the business to prevent similar disputes from arising in the future.

I encourage you to review this report and see how we are doing. Working together, I believe the Ombudsman’s Office will continue to help Rogers and Fido improve, making it easier for you to do business.

Thank you,
Jeff Smith
Ombudsman

Click here to view the 2018 Ombudsman report.

Please contact the Office of the Ombudsman if you would like copies of annual reports from previous years.