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MAKE A COMPLAINT

FAQs
How to make a complaint

Welcome

We all stand to gain from open communication. Whether it’s used to answer a question, solve a problem or share a success, communication is the key.

While we welcome all positive comments you may have, it is equally important for us to know when you have a problem so that we can resolve it and retain your confidence. At the same time, we use your feedback to continually improve the products and services we provide to our customers.

There are a variety of ways you can express your concerns about your experience with Rogers. We encourage you to get in touch with us, either in person or by telephone, e-mail, mail or fax. To understand our escalation process, please review the four steps below.

Making a Complaint

At Rogers, we want to handle your concerns in the most efficient, professional and respectful manner.

Here’s a quick and easy step-by-step reference to ensure we address your concerns. By following the steps below, your complaint will be resolved as quickly as possible.

Step 1 - Contact our Customer Care Centre

Step 2 - Escalate your complaint within the business line

Step 3 - Contact the Office of the President

Step 4 - Office of the Ombudsman

STEP 1: Contact our Customer Care Centre

We encourage you to contact us about your concern by contacting our Customer Care team by e-mail, regular mail or via telephone. Our front-line agents have the tools, support and training to quickly understand and resolve complaints or concerns.

Here's how to contact our customer service teams:

STEP 2: Escalate your complaint within the business line

If you are not satisfied with the outcome of your initial contact with a Customer Care representative at Step 1, ask to whom you can escalate your complaint.

Each business area at Rogers has a defined complaint handling process. Depending on your product or service, you will be referred to a manager who will review and take ownership of resolving your complaint.

STEP 3: Contact the Office of the President

Most concerns are resolved before they reach this step, however, if you are still not satisfied with the outcome of your complaint after Step 2, please contact the Rogers Office of the President.

The Office of the President only reviews complaints that have been through Steps 1 and 2, so – to get the fastest possible response - please indicate whom you've already contacted, and why you disagree with their decision.

Fax: 1-877-331-1573

By mail:	Rogers Communications Inc. Office of the President 855 York Mills Road Don Mills, ON M3B 1Z1

E-mail:

Have you spoken to Customer Care?	Yes No
Did you speak to a Customer Care manager?	Yes No
Name of Manager spoken to:

The following information is required:
* First Name:
* Last Name:
* Email address:
* Account #:
* Contact Phone Number#:	--
* Complaint Details: Please do NOT include any personal information such as Credit Card numbers, SIN, or Drivers License


After the Office of the President’s review, you'll be contacted by an advisor from this group within 24 hours after receiving your complaint with all supporting information. If we are unable to meet this deadline, we will contact you to advise when you can expect a response.

STEP 4: Office of the Ombudsman

We will provide a fair and impartial review of unresolved customer complaints, and we will recommend changes to enhance the customer experience.

What is the Office of the Ombudsman?
The Office of the Ombudsman provides an impartial review of unresolved complaints. The Office of the Ombudsman is not an advocate for either Rogers or its customers. Our Ombudsman investigates both sides of an issue and assists the parties in reaching a fair and reasonable resolution. Recommendations are non-binding and parties are free to pursue other avenues if an agreement is not reached.

The Office reviews customer disputes for all Rogers businesses and operates independently of Rogers customer service department. Our role is to investigate all sides of a complaint and form an impartial view of a fair and reasonable solution. The Ombudsman does not investigate matters of general policy, pricing, or fees that apply to customers; matters for which records no longer exist at Rogers; or matters already before the courts or arbitration.

Customer complaints are a vital source of feedback. Based on customer feedback, the Ombudsman may make recommendations to improve operations or products and services.

How do I file a complaint to the Office of the Ombudsman?
The Office of the Ombudsman will only review disputes that have been through Steps 1, 2, and 3. If you wish to submit your complaint to the Ombudsman's Office, please do so in writing and outline exactly what happened, including the relevant dates, the names of any employees involved, and any copies of relevant documents. It would also be helpful if you told us what you would like us to do for you. All correspondence with our office will be kept confidential.

Once we receive your written complaint, we will do an initial assessment to confirm that the matter falls within the mandate of our office. We will acknowledge your complaint within 48 hours and most disputes will be handled within 30 days of receiving your complaint and all relevant documentation. If this deadline cannot be met, we will contact you to let you know why additional time is necessary and when you can expect a response. By submitting your complaint, you provide us with permission to discuss your issue with the appropriate Rogers business to complete our assessment. If your complaint is within our mandate and requires a full investigation, we will send you a Consent and Confidentiality Agreement to sign and return to us. This agreement outlines the process we will agree to follow and how we will need to interact during the investigative process and beyond.

As noted above, there are some matters that are outside our mandate.

How do I reach the Office of the Ombudsman?
Office of the Ombudsman
350 Bloor Street East
Toronto, Ontario
M4W 0A1

Fax: 416-935-3604
Email: ombudsman@rci.rogers.com

Is Rogers Ombudsman the final level of review?
You can refer your complaint to the Commissioner for Complaints for Telecommunications Services http://www.ccts-cprst.ca/en/page/AboutUs.

Who is the Rogers Ombudsman?

Donald E Moffatt, Ombudsman

Don Moffatt brings over 25-years of experience leading customer service organizations across financial services and telecommunications in Canada, the United States and overseas. An accomplished executive, Don joined Rogers in 2004 and previously led Rogers Customer Care organization. Don is committed to ensuring that all complaints are resolved fairly.