SMALL BUSINESS PRODUCTS & SERVICES
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At Rogers, we make customer service our first priority and our mission is to provide excellent service each and every day.
However, we realize that we're not perfect. Please let us know how we can resolve your concern. Our dedicated teams of specialists are available to answer your call, chat or mail.
Contact Business Care
If you haven't already contacted Business Care for help, please do so. Our agents are on hand to resolve your concerns.
If you've attempted to resolve your issue by contacting Business Care and you still aren't satisfied, we want to help. You can raise your concern directly with our Business Management Office.
Contact the Business Management Office (please contact Business Care first)
The Business Management Office will only review escalations that have gone through Business Care first.
Most concerns are resolved before they reach this step. However, if you are still dissatisfied with the outcome of your complaint after contacting Business Care and you would like the matter investigated further, you may request your complaint to the Business Management Office.
Please provide the interaction ID number given to you during your previous interaction with Business Care. If you don't have this information, contact Business Care at 1-866-727-2141 to retrieve the ID number assigned to your complaint.
Please provide an Interaction ID number to proceed.
If you've attempted to resolve your issue by contacting Business Care and you still aren't satisfied, we want to help.
Communicate with a manager directly.
Call 1 866 727-2141
If our Business Management Office was not able to resolve your issue, contact the Office of the President for Business.
Contact the Office of the President for Business (please contact Business Management Office first)
The Office of the President for Business will only review escalations that have gone through Business Care and the Business Management Office.
Most concerns are resolved before they reach this step. However, if you are still dissatisfied with the outcome of your complaint after contacting a manger and you would like the matter investigated further, you may request to escalate your complaint to the Rogers Office of the President for Business.
Please provide an Interaction ID or manager name to proceed. If you don't have this information, contact Business Care at 1 866 727-2141 to retrieve the ID number, or manager name assigned to your complaint.
Please provide an Interaction ID number OR a manager name to proceed.
If we still can't resolve your complaint, you can refer the issue to the Ombudsman, who will provide a fair and impartial review of unresolved customer complaints, and will recommend changes to enhance the customer experience.
Contact the Ombudsman (please try all above options first)
Rogers is the only telecommunications carrier in North America to have an Ombudsman to provide an independent review of customers' problems. Our goal is to make it easier for our customers to do business with Rogers.
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.
Customer complaints are a vital source of feedback. Based on customer feedback, the Ombudsman may make recommendations to improve operations or products and services.
Who is the Ombudsman?
Kim Walker, Rogers Ombudsman
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 our Business Care team, management office, and Office of the President for Business.
To submit your complaint to the Ombudsman's Office, please do so in writing. 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. Most disputes will be handled within 30 days of receiving your complaint and all relevant documentation.
If we can't meet this deadline, 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.
How do I reach the Office of the Ombudsman?
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We will review your inquiry and respond within 72 hours. If we are unable to meet this deadline, we will
contact you to advise when you can expect a response.
We’ve received and are reviewing your inquiry. We will respond within 2-3 business days. If we are unable to meet this deadline, we will contact you to advise when you can expect a response.
After your concern is addressed, we will provide you with an Interaction ID for future reference.
Note: if your inquiry is urgent, we encourage you to call 1 866 727-2141.