Rogers Outage Caused ‘High Complaint Volumes’ Says CCTS [Update]

The Commission for Complaints for Telecom-television Services (CCTS) says it is an “independent agency that helps resolve complaints about telecommunications and television services from individual and small business customers, fairly and free of charge.” When consumers have a telecom complaint (phone, internet, cellphone, etc), an issue filed with the CCTS is usually resolved.

In regards to the recent Rogers nationwide outage, the CCTS said it saw “a higher than usual call volume” on July 8, the day of the Canada-wide disruption that shut down the entire INTERAC network, some 911 emergency businesses and internet and cell service for consumer and business customers.

The CCTS said the outage that affected Rogers, Fido and Chatr customers saw “high complaint volumes related to this issue.”

“We are reaching out to Rogers to better understand its intended approach to customer disputes about the outage,” said the CCTS in a statement on its website on July 12.

The CCTS says customers affected by the nationwide outage need to first contact Rogers to resolve matters.

“We encourage customers to be clear with Rogers about what they would consider to be a reasonable resolution given their specific circumstances. If customers remain unsatisfied after giving Rogers a reasonable opportunity to resolve the issue, the CCTS’ services may be available to them. Consumers can submit a complaint directly on our website, or contact the CCTS if they require assistance,” said the agency.

Rogers provided customers with five days of prorated service credits—instead of initially offering two days—for the outage to earn back customer trust.

Correction: The CCTS statement on the Rogers outage first occurred on July 12, not August 12. We regret the error.