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

Not one you can reach directly. Rogers' Terms of Service (section 9(a)) still mention a management team and an Office of the President, but as of October 2026 Rogers' complaint page has no form or contact for either. You can call, schedule a callback, or write to Rogers Communications, Share a concern, 333 Bloor St. E, Toronto, ON M4W 1G9. The independent, ombudsman-style body for unresolved Rogers complaints is the CCTS, which is free, external to Rogers, and able to order refunds, and you do not need to escalate inside Rogers before filing there.

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.

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. 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.

Provider complaint guide

How to File a Complaint About Rogers

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

Last updated: October 26, 2026

Canadians for Broadcast Accountability is an independent, non-partisan non-profit. We are not part of Rogers, the CCTS or the CRTC, and this guide is free.

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.

Fido, Shaw or chatr customer? Use the guide written for your brand: Fido complaint guide · Shaw complaint guide · chatr 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 to the greatest extent possible, and Rogers must provide written confirmation of any self-service action.

In addition, Telecom Regulatory Policy 2026-43 prohibits activation and change fees as of June 12, 2026, and cancellation fees on a wireless plan that has no subsidized device on it. A fixed-term Rogers internet contract can still carry an early cancellation fee. Together, these rules make it easier to leave or downgrade a Rogers plan with far less 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

Rogers used to run an online complaint form that went to its management team. As of October 2026 that form is gone, for customers and non-customers alike. Rogers' Resolve a concern or complaint page now offers these routes:

Revised October 26, 2026: Rogers removed its online management-team complaint form, which this guide used to point to. This section now lists the routes Rogers still offers.

A specialist: call 1-888-764-3771, or use Schedule a callback on that page. If the first person can't fix it, ask for a supervisor, and get a reference number either way.
A wrong bill: the Ask Anna option on the same page is Rogers' online assistant. It takes disputes on charges from your last three bills.
A letter: Rogers Communications, Share a concern, 333 Bloor St. E, Toronto, ON M4W 1G9. Slow, but it puts your complaint on paper. Include your account number, the dates you called, the reference numbers, and the specific resolution you want.

Rogers' own terms still promise more

Section 9(a) of the Rogers Terms of Service, still linked from rogers.com in October 2026, says that if your concern was not resolved you can submit a "Share a Concern form" and Rogers will "respond within 2 business days", and that if a management team member doesn't satisfy you, "you also have the option to speak to our Office of the President." The form is gone, but the promise is still in your contract. If a specialist can't fix it, quote section 9(a) and ask to be put through to the management team. Note the name and the answer you get.

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

Rogers' terms name an Office of the President, but rogers.com no longer publishes any way to reach it, or the management team, directly. 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. You don't need to escalate inside Rogers before you file. The CCTS's own guide to its rules says a customer "does not need to exhaust or escalate their complaint" within the provider's internal process. Rogers just has to have had a fair chance to fix it. 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. Join our email list and we'll send an update when the Commission rules, with 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 require billing corrections, compensation 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, with a limited exception up to 18 months if you raised it with Rogers within the first year and you were both still trying to resolve it after that. For the full process, see our complete CCTS complaint guide.

In the six months from August 2025 to January 2026, the CCTS accepted more complaints about Rogers/Shaw than about any other provider: 6,583, or 34.4% of the total, up 95% on the same six months a year earlier. See every provider ranked.

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