Should I complain about my Rogers bill to the CRTC or the CCTS?

The CCTS. Billing errors, unauthorized charges, contract disputes, service quality problems and unwanted services on your bill are all handled by the Commission for Complaints for Telecom-television Services, not the CRTC. Filing in the wrong place costs you weeks.

How long does Rogers have to respond to a CCTS complaint?

Once the CCTS accepts a complaint, Rogers gets 20 calendar days to resolve it before the CCTS investigates further. Separately, Rogers commits to replying to a management team complaint within 1 business day.

How to File a Complaint About Rogers

Q: Does Rogers have an ombudsman or an Office of the President?

No. Rogers' current published complaint process does not use those names. The management team form (Share a Concern) is the executive escalation path those searches lead to, and it reaches the team that handles complaints addressed to head office. The independent, ombudsman-style body for unresolved Rogers complaints is the CCTS, which is free, external to Rogers, and able to order refunds.

Q: Is there a deadline to bring a Rogers complaint to the CCTS?

Yes. 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.

A guide for Rogers customers who need to escalate an issue beyond customer service.

Rogers Communications is one of Canada's largest telecommunications and cable providers, offering television, internet, and wireless services under the Rogers, Fido, and Chatr brands. If you have an issue with Rogers that their customer service team has not resolved, you have options.

Last updated: September 2026

Fido or Shaw customer? Use the guide written for your brand: Fido complaint guide · Shaw complaint guide.

Where to File

The right organization depends on the nature of your complaint:

Your Issue	Where to File
Billing errors, unauthorized charges, contract disputes	CCTS
Unwanted services on your bill that Rogers won't remove	CCTS
Service quality, outages, slow internet	CCTS
Equipment problems or fees	CCTS
Offensive content on a Rogers-owned channel	CRTC or CBSC
Canadian content violations on Rogers channels	CRTC
Loud commercials	CRTC
Privacy violations	Office of the Privacy Commissioner

Most Rogers complaints go to the CCTS (Commission for Complaints for Telecom-television Services), not the CRTC. The CCTS handles individual consumer disputes about billing, service, and contracts.

What's Changing in 2027

The CRTC's Telecom Regulatory Policy 2026-78 (April 24, 2026) requires Rogers to allow customers to cancel or modify their internet and cellphone plans through self-service tools — an app, a website, or email — by April 26, 2027. Customer-initiated changes must take effect immediately, and Rogers must provide written confirmation of any self-service action.

In addition, Telecom Regulatory Policy 2026-43 prohibits activation, change, and cancellation fees as of June 12, 2026. Together, these rules make it easier to leave or downgrade a Rogers internet or wireless plan without penalty or friction.

Charged a $40 setup fee, $25 shipping, or a SIM fee by Rogers? Those exact fees are before the CRTC in a show cause proceeding, with penalties of up to $10 million on the table. The comment period closed August 31, 2026 and a decision is pending. Read what we know →

These rules apply to internet and cellphone plans. They do not currently apply to Rogers television or broadcasting distribution services.

Read Policy 2026-78 on the CRTC website

Before You File

1
Call Rogers first. Both the CCTS and CRTC expect you to attempt resolution directly with Rogers before escalating. Call 1-888-764-3771 or use the Rogers online chat.
2
Document everything. Write down the date, time, name of the representative, and what they said. If they refuse to help, note that specifically.
3
Keep your bills. If your complaint involves charges, keep copies of the bills showing the disputed amounts.
4
Get a reference number. Ask Rogers for a complaint or case reference number. This proves you attempted resolution.

Escalating Within Rogers: The Management Team

If customer care hasn't fixed your issue, Rogers' published escalation path (Share a Concern) is a complaint to their management team, and Rogers commits to replying within 1 business day:

Rogers customers: sign in and use the Resolve a Concern form
Not a customer (or can't sign in): use the non-customer version of the form
In the form, summarize the issue, the dates you called, agent names or reference numbers, and the specific resolution you want

Looking for the Rogers ombudsman, Office of the President, or head office?

Rogers' current published complaint process doesn't use those names — the management-team form above is the executive escalation path those searches lead to, and it reaches the team that handles complaints addressed to head office. The independent, ombudsman-style body for unresolved Rogers complaints is the CCTS (1-888-221-1687) — free, external to Rogers, and able to order refunds. Rogers' own page notes that once the CCTS accepts a complaint, Rogers gets 20 calendar days to resolve it before the CCTS investigates further.

Those Rogers fees are still before the CRTC

The $40 setup fee, $25 shipping and SIM fees are in a show-cause proceeding with penalties up to $10 million. Comments closed August 31 and a decision is pending — we'll send one email when the Commission rules, and what it means for your bill.

Filing with the CCTS

If Rogers has not resolved your issue after you've contacted them directly:

Go to the CCTS complaint form
Select Rogers as your service provider
Describe the issue and the steps you've already taken
Include your Rogers account number, reference number from your call, and copies of relevant bills
The CCTS will contact Rogers on your behalf — Rogers must report back to the CCTS within 20 days

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 Rogers 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 Rogers 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."

The CCTS can recommend billing corrections, refunds up to $5,000, and changes to your account. If Rogers doesn't comply with a CCTS decision, the CCTS refers the matter to the CRTC for enforcement. Note the 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. For the full process, see our complete CCTS complaint guide.

Complaints about what was broadcast

If the problem is a channel's content rather than your bill or service (a commercial far louder than the show, missing captions, something that breaks a licence condition), it goes to the CRTC, not the CCTS. Our CRTC complaint walkthrough covers the form, the four-week window on broadcast content, and what to include.

Know Your Rights

As a Rogers customer, you are protected by several CRTC codes:

The Television Service Provider Code sets rules for contracts, billing practices, and service changes
The Wireless Code protects cellphone and mobile customers
The Internet Code covers internet service agreements

Rogers is required to participate in the CCTS. If they fail to respond to a CCTS complaint, they face regulatory consequences.

Related Resources

Guides for specific problems

File a CCTS Complaint Full Complaint Guide