Responsibility

Making things better for our customers

We're making things better for our customers by building a more sustainable business. We are positively impacting our communities, our environment and our world, by being a good corporate citizen. Operating a responsible business is at the heart of what we do.

2016 Corporate Social Responsibility Report

We strive to create a brilliant digital future for Canadians. That means providing products and services that are simple, easy to use and worry-free, so that our customers can go about their daily lives. It’s also about the way we do business. People want to work with a company they feel is ethical and transparent, and that means we consider the societal, economic and environmental benefits and costs in everything we do.

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

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This is a journey, not a destination, but we're already seeing early results, with customer complaints falling and customer satisfaction scores increasing

Rogers had the biggest drop in customer complaints of any major telecommunications company in the annual report of the Commissioner for Complaints for Telecommunications Services (CCTS), the industry watchdog for consumer complaints.

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Transparency Report

We've been publicly reporting on the requests we get from government and law enforcement agencies for our customers' information since 2013. We think it's the right thing to do.

Why and How We Respond

Canadian law governs how we protect private customer information and how government and law enforcement agencies can compel us to provide it to them:

  • The Criminal Code and other laws allow government and law enforcement agencies to require us to provide customer information.
  • The Personal Information Protection and Electronic Documents Act (PIPEDA) covers both how we protect customers’ information and how we disclose it.
  • The CRTC Confidential Customer Information Rules (CRTC Rules) set out circumstances under which customer information may be disclosed to third parties including law enforcement agencies.

Our Privacy Policy and Terms of Service outlines how we safeguard customers’ information under these laws and rules. We only give out private customer information when required by law (which includes emergencies) and after we have thoroughly vetted the request. See Breakdown of Requests below and our Frequently Asked Questions (FAQs) for more information.

FAQ

How much do you charge for requests?

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).

Do you fight for customers’ privacy rights?

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.

How long do you keep customer information?

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.

Which agencies have requested information?

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

Do you provide direct access to customer databases?

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.

Privacy

Our customers' privacy is important to us. That's why we have a comprehensive privacy policy, fully comply with Canadian privacy legislation, and are in regular contact with the Office of the Privacy Commissioner of Canada to ensure we're following the latest best practices and standards.

Ombudsperson’s 2016 Annual Report

As the only telecom in Canada to have an Ombudsperson, we want to make it easier for customers to get their issues resolved at Rogers.

Role and Mandate

  • 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.

Responsive

  • 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.

Impartial

  • 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.

Continuous Improvement

  • 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

When things go wrong

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.

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Website

Phone

Manager / Office of the President

Rogers.com

Office of the Ombudsperson

Ombudsperson and Staff

Contact Us

We’re here to help you. We encourage you to get in touch with us either online, by telephone, live chat, or mail.

Product Responsibility

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.

Product recycling

In 2016, we collected over 324,171 kg of cable products for refurbishment or recycling.

Trade-in programs

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.

Multi-lingual services

We offer customer service in four languages: French, English, Cantonese, and Mandarin.

Accessibility

We offer a range of accessibility offerings.

Network Leadership

Focusing on innovation and network leadership is one of the pillars of our corporate strategy.

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.

95% LTE

Expanded our overall LTE network (including extended coverage) to reach 95% of Canada’s population in 2016, compared to 93% in 2015.

91% 700MHz LTE

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.

100% as advertised

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.

4 million homes

We rolled out our Ignite Gigabit Internet service, to our entire cable footprint of more than four million homes in 2016.

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