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: September 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 refunds 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.
Shaw will not tell you this part. Their own complaints page does not mention the CCTS at all — so a customer who follows Shaw's process to its end is never told there is an independent body above it. There is, it is free, and it can order a refund.
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 |
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, but Rogers keeps a Shaw-specific page for them. Start with a specialist on the number above; the same page has a form that goes to the Rogers management team.
Resolve a concern: 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 — one email 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. 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, changing or cancelling a plan. 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. What changes in 2027.