Already a customer,  log in   
 

How to make a complaint

Welcome

We all stand to gain from open communication. Whether for answering a question, solving a problem or sharing a success, communication is the key.

While we welcome any positive comments you may have, it is equally important for us to know when you have a problem so that we can resolve it and retain your confidence. At the same time, we use your feedback to make ongoing improvements to the products and services we provide.

There are a variety of ways you can express your concerns about your experience with Fido. We encourage you to get in touch with us, either in person or by telephone, email, mail or fax. To understand our escalation process, please review the four steps below.


Making a Complaint

At Fido, we want to handle your concerns in the most efficient, professional and respectful manner.

Here’s a quick and easy step-by-step reference to ensure we address your concerns. By following the steps below, your complaint will be resolved as quickly as possible.

Step 1 - Contact our Customer Care Centre
Step 2 - Escalate your complaint within the department
Step 3 - Contact the Office of the President
Step 4 - Contact the Office of the Ombudsman

 


STEP 1 - Contact our Customer Care Centre

We encourage you to contact our Customer Service team by email or telephone about your concern. Our front-line agents have the tools, support and training to quickly understand and resolve complaints and concerns.

Here's how to contact our Customer Service team:

Contact customer care

STEP 2: Escalate your complaint within the department

If you are not satisfied with the outcome of your initial contact with a Customer Care representative at step 1, ask to whom you can escalate your complaint. You will be referred to a manager who will review and take responsibility for resolving your complaint.


STEP 3: Contact the Office of the President

Most concerns are resolved before they reach this step; however, if you are still not satisfied with the outcome of your complaint after step 2, please contact Fido’s Office of the President.

The Office of the President reviews only complaints that have been through steps 1 and 2, so to get the fastest possible response, please indicate whom you've already contacted, and why you disagree with their decision.

Fax: 1-800-371-3436

By mail:
Fido Solutions Inc.
Office of the President
800 De La Gauchetière Street West
Suite 4000
Montréal, QC H5A 1K3

* Required fields
E-mail:
Have you spoken to Customer Care?
Yes No
Did you speak to a Customer Care manager?
Yes No
Name of manager you spoke to:
 
 
* First name:
* Last name:
* Email address:
* Account number:
* Contact phone number:
 
 
* Nature of the complaint:
* Complaint details: Please do NOT include any
personal information such as credit card numbers, social insurance number or driver's license number.

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.

Within 48 business hours of the receipt of your complaint with all supporting information, the Office of the President will review it, and an advisor from this group will contact you. If we are unable to provide a response to your complaint within that timeframe, we will contact you to advise you when you can expect one.