Impact & Responsibility

Making things better for our customers

We're making things better for our customers by building a more sustainable business. We are postiviely 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.

2015 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

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

Our customers are busy and their time is valuable. So we’re overhauling how we do things to simplify their experience, put them in control and save them time.

– Deepak Khandelwal, Chief Customer Officer

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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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.


  • 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.

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 (“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

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.

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