How to File a Complaint About chatr
chatr is a Rogers brand. Here is where your complaint actually goes, and what to write when you get there.
chatr is a prepaid wireless brand operated by Rogers Communications. It sells prepaid plans, top-ups, phones and SIM cards.
Last updated: November 10, 2026
Most chatr complaints go to the CCTS, not the CRTC. Billing errors, unauthorized charges, contract disputes and service that does not work as sold are all CCTS matters. The CCTS is free, independent of chatr, and can order billing corrections and compensation of up to $5,000. You can reach it at 1-888-221-1687.
Reaching chatr First
1-800-485-9745 — Or dial *611 free from a chatr phone. chatr gives these numbers in its terms of service, not on its contact page, and publishes no hours for them. Its contact page points to online support tickets and stores instead.
Where to File
| Your Issue | Where to File |
|---|---|
| Billing errors, unauthorized charges, contract disputes | CCTS |
| Service that does not work as sold, dropped calls, slow data | CCTS |
| Being held to a contract term you were not told about | CCTS |
| Misleading advertising | Ad Standards / Competition Bureau |
| How the rules themselves are set | CRTC |
chatr at the CCTS: The Numbers
From August 2024 to July 2025, the CCTS accepted 280 complaints about Chatr: 1.2% of every complaint it took in, and number 10 among all providers. In the six months from August 2025 to January 2026 it accepted 202, up 62% on the same six months a year earlier.
chatr's complaints are about whether the phone works more than about the bill: intermittent service and complete loss of service were the top two issues, more than a quarter of the total. Almost all (99%) were about wireless.
What chatr customers complain about
The issues raised most often in Chatr complaints the CCTS concluded in 2024-25, using the CCTS's own labels:
- Intermittent Service — 15.7% of issues raised
- Complete Loss of Service — 10.9% of issues raised
- Unable to port — 7% of issues raised
If yours is one of those, you are not an edge case, and the template further down is written for exactly that kind of dispute.
Sources: CCTS 2024-25 Annual Report and 2025-26 Mid-Year Report open data, counted by acceptance date. Contains information licensed by CCTS under its data license. See every provider ranked.
Before You File
The CCTS expects you to have tried to resolve it with chatr first, so do this part properly — it is also what makes your complaint concrete.
- Contact chatr through the support route above and note the date, who you spoke to, and any reference or ticket number.
- Write down what you are actually asking for: a refund of a specific amount, a charge removed, a contract cancelled without penalty.
- Keep your bills. The bill showing the disputed charge is the single most useful document you have.
Escalating Beyond Front-Line Support
chatr runs its own escalation rather than sending you to Rogers. To have your issue reviewed by chatr's management team, submit a support ticket from chatr's contact page and say that you are escalating your concern. chatr's ticket page gives a standard response window of 48 to 72 hours. chatr's own terms of service (section 9(a)) go further than its complaint page: if a management-team member doesn't resolve it, you can write to the Office of the President, 333 Bloor St. East, Toronto, ON M4W 1G9. Quote that section if you need to. You do not need to write to the Office of the President before going to the CCTS.
Addressing Unresolved Concerns (chatr) (opens on their site)
For the wider picture, see our Rogers complaint guide.
chatr's terms promise a reply to contact-form questions within 1 business day, while its ticket page says 48 to 72 hours. If you are kept waiting, the terms are the stronger promise to quote.
We track the rules that decide what lands on your bill
Activation and cancellation fees were banned in June 2026, and by April 2027 providers must let you cancel online. We follow the CRTC proceedings behind rules like those, and email our list when something is actually decided.
Filing with the CCTS
chatr appears on the CCTS participating-provider list as Chatr, so a complaint can be filed against it directly.
- Go to the CCTS complaint form
- Select Chatr as your provider
- Describe the issue and the steps you have already taken
- Include your account number, any reference numbers, and copies of the relevant bills
- The CCTS contacts chatr on your behalf, and the provider gets 20 days to resolve it before the CCTS investigates further
There is a one-year deadline. The CCTS will not act on a complaint brought more than one year after you knew, or ought to have known, the facts behind it. There is a limited exception: up to 18 months, if you raised it with the provider within the first year and you were both still trying to resolve it after the year was up. If your dispute is older than that, file anyway and explain when you found out.
Free Complaint Template
Fill in the bracketed details and paste this into the CCTS form. Factual and specific beats long and angry:
"I am a chatr customer (account [number]). Since [date], [describe the problem — e.g. I have been billed $X per month for a service I did not order / my promised credit of $X has not been applied / my service has not worked as contracted]. I contacted chatr on [dates] and spoke with [names/reference numbers]. I was told [their response]. The issue remains unresolved. I am seeking [specific resolution: refund of $X, removal of the service and a credit for all charges since [date], cancellation without penalty]. I have copies of my bills and my contract available."
Two Rules Worth Knowing
- Since June 12, 2026, providers may not charge a fee for activating or changing a plan, or for cancelling a cellphone plan that has no subsidized device on it. What the ban covers.
- By April 26, 2027, providers must let you cancel or change an internet or cellphone plan through self-service tools, with changes taking effect immediately to the greatest extent possible. What changes in 2027.