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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.

Download Office of the Ombudsman's Annual Report (PDF)

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?

• Mail a Letter
  
  333 Bloor St E 9th Floor
  Toronto, Ontario
  M4W 1G9
• Fax 416 935-6304
• Email the Ombudsman

If you remain unsatisfied with the resolution of your complaint after following the Rogers escalation process above, the CCTS may be able to help you. Learn more about the CCTS