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
Canadian law governs how we protect private customer information and how government and law enforcement agencies can compel us to provide it to them:
For most court-ordered requests for customer information, we assume all costs associated with providing a response. In some cases, we charge a minimal fee to recover our costs based on the work required (like the number of hours of staff time, for example).
Absolutely. If we consider an order to be too broad, we push back and, if necessary, go to court to contest the request. We successfully contested a request in court that would have involved over 30,000 Rogers customers, and we worked to narrow other cell tower searches to reduce the number of customers whose information is disclosed. The courts have confirmed our right to fight on behalf of our customers.
We only keep information for as long as it’s required for business purposes or as required by law. For example, we are required by law to keep customer bills for seven years. We don’t keep our customers’ communications such as text messages and emails because our customers’ privacy is important and we don’t need to retain this.
We get requests from many different agencies, including:
Federal agencies like the Royal Canadian Mounted Police, Canadian Security Intelligence Service, Canada Border Services Agency, and Canada Revenue Agency
Provincial and municipal agencies like police forces and coroners
No, we do not provide direct access to our customer databases. We only provide the information which we are required to provide by law and this information is retrieved by our in-house staff.
Innovation, Science and Economic Development Canada’s Transparency Reporting Guidelines
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
We are one of Canada’s largest telecommunications and media companies, and as such we need to ensure that our products are reliable and accessible with minimal environmental impacts. It’s what Canadians want and expect.
We have programs and policies in place to manage a range of product responsibility issues. For instance, we comply with all relevant safety regulations and codes, have programs and teams to manage and advise on our accessibility offerings, and operate stewardship programs to manage the proper disposal and recycling of our used products.
Through our Media division, we ensure we’re reflecting diverse communities and we have policies and standards that guide us in producing news on all platforms to ensure accuracy and fairness.
In 2016, we collected over 324,171 kg of cable products for refurbishment or recycling.
In 2016, we collected and processed 144,796 wireless devices for recycling and refurbishment through our Rogers Trade-Up and FidoTrade programs, more than doubling our 2015 total.
We offer customer service in four languages: French, English, Cantonese, and Mandarin.
We offer a range of accessibility offerings.
We’re consistently investing to provide faster networks with the speeds our customers want, while developing new and innovative services that make our customers’ lives easier.
We spent $2.35 billion on capital expenditures in 2016, with much of that investment going to our wireless and cable network.
Expanded our overall LTE network (including extended coverage) to reach 95% of Canada’s population in 2016, compared to 93% in 2015.
Extended our 700 MHz LTE network reach to 91% of Canada’s population in 2016, compared to 78% in 2015. The 700MHz spectrum is beneficial as it offers higher signal quality in basements, elevators, and through concrete walls.
SamKnows broadband performance tests conducted in March and April 2016 showed that we consistently deliver 100% or more of our advertised speeds. Out of the services tested, wen clocked the fastest download speed at 254 Mbps.
We rolled out our Ignite Gigabit Internet service, to our entire cable footprint of more than four million homes in 2016.