STEP 4: Contact the Office of the Ombudsman
We will provide a fair and impartial review of unresolved customer complaints, and we will recommend changes to enhance the customer experience.
What is the Office of the Ombudsman?
The Office of the Ombudsman provides an impartial review of unresolved complaints. The Office of the Ombudsman is not an advocate for either Fido or its customers. Our Ombudsman investigates both sides of an issue and assists the parties in reaching a fair and reasonable resolution. Recommendations are non-binding, and parties are free to pursue other avenues if an agreement is not reached.
The Office reviews customer disputes for all Rogers businesses and operates independently of the Fido Customer Service department. Our role is to investigate all sides of a complaint and form an impartial view of a fair and reasonable solution. The Ombudsman does not investigate matters of general policy, pricing or fees that apply to customers, matters for which records no longer exist at Fido or matters already before the courts or in arbitration.
Customer complaints are a vital source of feedback. Based on customer feedback, the Ombudsman may make recommendations to improve operations or products and services.
How do I file a complaint with the Office of the Ombudsman?
The Office of the Ombudsman will review only disputes that have been through steps 1, 2 and 3. If you wish to submit your complaint to the Office of the Ombudsman, please do so in writing and outline exactly what happened, including the relevant dates, the names of any employees involved and any copies of relevant documents. It would also be helpful if you told us what you would like us to do for you. All correspondence with our office will be kept confidential.
Once we receive your written complaint, we will do an initial assessment to confirm that the matter falls within the mandate of our office. We will acknowledge your complaint within 48 business hours, and most disputes will be handled within 30 days of receiving your complaint and all relevant documentation. If this deadline cannot be met, we will contact you to let you know why additional time is necessary and when you can expect a response. By submitting your complaint, you provide us with permission to discuss your issue with Fido to complete our assessment. If your complaint is within our mandate and requires a full investigation, we will send you a Consent and Confidentiality Agreement to sign and return to us. This agreement outlines the process we will agree to follow and how we will need to interact during the investigative process and beyond.
As noted above, there are some matters that are outside our mandate.
How do I reach the Office of the Ombudsman?
Office of the Ombudsman
350 Bloor Street East
Toronto, Ontario
M4W 0A1
Fax: 416-935-6304
Email: ombudsman@rci.rogers.com
Who is the Ombudsman?
Kim Walker, Ombudsman
Kim Walker joined Rogers 15 years ago as Director, Customer Care in Burnaby, BC, with responsibility for leading and supporting a team of 150 customer care agents, where she gained valuable first-hand experience of resolving customer questions and issues.
Most recently, as Director, Policy Management within Rogers Customer Experience team, Kim was accountable for identifying, championing and resolving policies to ensure that they are customer-friendly. In this role, she made several policy improvements, in addition to redesigning and simplifying all published customer-facing policy documents.
Kim's role as Ombudsman enables her to continue to focus on driving improvements to the customer experience at Rogers, by providing an impartial, professional review of unresolved customer complaints, and investigating both sides of an issue to help ensure a fair and reasonable resolution.
If you remain unsatisfied with the resolution of your complaint after following the Fido escalation process above, the CCTS may be able to help you.
Learn more about the CCTS
Commissioner for Complaints for Telecommunications Services (CCTS)
The CCTS is an agency independent of the telecommunications industry, whose mandate is to resolve complaints of individual and small business retail customers about their telecommunications services. If you have a complaint about your services, including local or long distance telephone service, wireless telephone service, or Internet service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you, free of charge.
To learn more about the CCTS, you can visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.
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