How to File a Complaint About Shaw
Shaw is a Rogers brand. Here is where your complaint actually goes, and what to write when you get there.
Shaw was a western-Canadian cable, internet and TV provider acquired by Rogers in 2023. The consumer Shaw brand has been wound into Rogers — shaw.ca now redirects to rogers.com — and complaints are handled by Rogers.
Last updated: November 6, 2026
Most Shaw 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 Shaw, and can order billing corrections and compensation of up to $5,000. You can reach it at 1-888-221-1687.
Reaching Shaw First
1-888-472-2222 — This is the number Rogers publishes for customers who came over from Shaw.
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 |
Shaw at the CCTS: The Numbers
From August 2024 to July 2025, the CCTS accepted 6,485 complaints about Shaw: 27.4% of every complaint it took in, and number 1 among all providers. In the six months from August 2025 to January 2026 it accepted 6,583.
Since the 2024-25 year the CCTS has counted Shaw inside "Rogers/Shaw", so these are the combined figures: the most-complained-about provider in Canada, with more than a third of all complaints in the latest half-year. The last period in which Shaw was counted on its own, August 2024 to January 2025, it drew 1,145 complaints, fourth-highest of any provider.
What Shaw customers complain about
The issues raised most often in Shaw complaints the CCTS concluded in 2024-25, using the CCTS's own labels:
- Incorrect Charge — 13.2% of issues raised
- Disclosure Issues — 11.1% of issues raised
- Changes to the contract — 8% 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 Shaw first, so do this part properly — it is also what makes your complaint concrete.
- Contact Shaw 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
Shaw complaints go to Rogers. Start with a specialist on the number above, or schedule a callback from Rogers' Shaw complaint page, and get a reference number. For a wrong bill, that page's Ask Anna option takes disputes on charges from your last three bills. Rogers' Shaw complaint page no longer links to its online management-team form, but the form still works at its own address: rogers.com/forms/resolve-a-concern-shaw if you have an account, or rogers.com/forms/resolve-a-concern-non-customer-shaw if you don't. Keep a copy of what you send. The written route is a letter to Rogers Communications, Share a concern, 333 Bloor St. E, Toronto, ON M4W 1G9. Shaw's own Terms of Service (section 9(a)) still promise a Share a Concern form, a management team and an Office of the President, so quote that section if you ask to be escalated. You do not need to escalate any further before going to the CCTS.
Revised November 6, 2026: Rogers' Shaw complaint page no longer links to its online management-team form, but the form still works at its own address, so this guide gives it again. (Revised October 19 and 26, 2026: the form disappeared from Rogers' Shaw complaint page.)
Resolve a concern or complaint: Rogers together with Shaw (opens on their site)
For the wider picture, see our Rogers complaint guide.
The CCTS still lists Shaw as a participating provider in its own right, so a Shaw-era billing dispute can be filed under the Shaw name. File against the entity that actually appears on the bill you are disputing. Shaw Direct satellite TV is a separate business that still operates under its own brand — this guide does not cover it.
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
Shaw appears on the CCTS participating-provider list as Shaw, so a complaint can be filed against it directly.
- Go to the CCTS complaint form
- Select Shaw 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 Shaw 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 Shaw 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 Shaw 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.