Complaints against Rogers/Shaw have surged, according to the mid-year report from the Commission for Complaints for Telecom-Television Services (CCTS). Covering data from August 2025 to January 2026, the report reveals that complaints rose by 16%, with Rogers/Shaw accounting for 34% of them. This spike is a wake-up call for the telecom giant, now operating under the “Rogers together with Shaw” brand, highlighting potential cracks in their customer service strategy.
### What Rogers/Shaw Is Facing
Rogers/Shaw isn’t new to the telecom scene. As a major player in Canada, they provide a range of services including wireless, internet, and TV. However, their integration seems to have hit a rough patch. Complaints against them nearly doubled from 3,369 to 6,583 compared to the previous year. Fido, a subsidiary, saw a 156% increase in complaints, largely due to unexpected charges and price hikes. This indicates potential issues in customer communication and service transparency, areas where Rogers/Shaw must improve to maintain consumer trust.
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### The Competitive Landscape
Canada’s telecom market is dominated by a few giants, with Rogers/Shaw, Bell, and Telus leading the pack. This oligopoly means consumers often have limited choices, which can lead to complacency among providers. Yet, the current surge in complaints might be a golden opportunity for smaller players or new entrants to differentiate themselves by prioritizing customer satisfaction and transparent pricing. For startups in the telecom space, this could be a chance to innovate and disrupt by focusing on the very issues plaguing the incumbents.
### Implications for Founders and Engineers
For founders and engineers, the report underscores the importance of robust customer service systems and clear communication protocols. The rise in Wireless Code breaches, particularly in plain language requirements, suggests a gap in how telecom services are explained to consumers. Engineers working on telecom products should prioritize user-friendly interfaces and transparent service agreements. Meanwhile, founders should see this as a reminder that scaling a business without scaling customer support can lead to reputational damage.
The telecom landscape is shifting, and Rogers/Shaw’s challenges highlight a broader industry issue: the need for better customer engagement and clearer service terms. As the CCTS continues to monitor compliance with the Wireless Code, telecom companies must adapt or risk losing consumer trust. For those in the tech industry, this situation serves as a crucial reminder: innovation isn’t just about new products but also about improving existing services and customer relationships. Keep an eye on how Rogers/Shaw and their competitors respond—it’s a lesson in crisis management and customer-centric innovation.
