January 26, 2016

Ms. Lynne Chichakian

Associate Producer
CBC News/Marketplace

Dear Ms. Chichakian,

Thank you for getting in touch with us about the service Ms. Hebert received from Rogers after purchasing a new
phone in 2014.
After reviewing Ms. Heberts account details, it is clear that more could have been done to help her resolve the issue
she was having with her device. Shortly after her interaction in 2014 Rogers embarked on a complete overhaul of our
customer experience, including the hiring of a Chief Customer Officer and better technology and training for our
customer care team.
Now our team members are more empowered to resolve any issues a customer has right from the get-go. We have
also introduced a number of new ways for customers to get in touch with us, such as Facebook Messenger, and more
self-serve options through Device Aid on our MyRogers app on phones. These new options will save customers time
and address their questions on their schedule, at their convenience.
We are proud to see that the rate of complaints about our service to the independent Commissioner for Complaints
for Telecommunications Services (CCTS) has declined by 50% in the last two years as a result of these
improvements and our ongoing commitment to our customers experience.
When Ms. Hebert got back in touch with us earlier this month, we were able to resolve her concerns quickly to her
satisfaction. We always want our customers to have the best experience possible. If for some reason an issue arises,
we will make every effort to resolve it quickly and effectively.
All the best,

Aaron Lazarus
Senior Director, Public Affairs
Rogers Communications Inc.