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Is Rogers Working Your Last Nerve? 84% of the Time You’re Right; Here is How to Appeal for Help

Phillip Dampier July 16, 2013 Canada, Consumer News, Public Policy & Gov't, Rogers, Wireless Broadband No Comments

rogersRogers Communications customers frustrated with customer service or billing problems are advised the first representative they speak with regarding the issue does not necessarily have the final word on the matter. Eastern Canada’s biggest cable operator reminds customers 91 percent of all complaints are resolved to the customer’s satisfaction by the time they appeal to Rogers’ Ombudsman.

“We’re the only telecommunications provider in North America to have an Ombudsman to provide an independent review of unresolved customer concerns,” noted Rogers’ blog.

Rogers recommends the following four-step process to resolve complaints:

complaints rogers

Kim Walker, Ombudsman

Walker

Kim Walker, Rogers’ Ombudsman reported that 84 percent of customer complaints reported to her office were either entirely or partly Rogers’ fault. The Ombudsman’s office only found entirely in favor of Rogers or its prepaid unit Fido 16 percent of the time.

Over half of the complaints escalated to the Ombudsman’s office related to wireless service. Billing and service changes constituted the majority of those complaints.

If Rogers’ Ombudsman is still unable to offer customer satisfaction, customers have one more place to appeal: the Commissioner for Complaints for Telecommunications Services.

Customers can file complaints with the Commissioner on the CCTS website or by calling toll-free 1-888-221-1687.

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