Rogers Communications CEO Tony Staffieri testified before a Parliamentary committee Monday, facing tough questions about mid-contract price increases revealed in a recent investigation. Staffieri appeared after missing a previous session, where MPs on the Commons industry and technology committee sought answers about customer complaints of unexpected bill hikes despite signed contracts.
MPs questioned Rogers’ practice of increasing fees for services like TV box rentals while customers remain locked into contracts. Conservative MP Rick Perkins called out the company for “buried costs” and alleged exploitation of Canadians. Liberal MP Ryan Turnbull echoed the sentiment, asking why fixed-rate contracts don’t offer stability.
Staffieri defended Rogers’ policies, stating that price guarantees apply only to base services, and customers are informed through contracts and service agents. However, Alberta Conservative MP Michelle Rempel-Garner challenged the clarity of these terms, citing cases where the details were allegedly unclear. Staffieri agreed to submit relevant contracts and recorded calls to the committee for review.
Public Frustration Over Rising Bills
Laurie Michalycia, a Rogers customer from Saskatoon, shared her experience of a sudden price increase. Her $199 monthly bill for internet, TV, and phone services jumped to $220 within three months, despite her two-year contract. “You’re locked into a term, but they can change the price on you,” she said, describing the practice as “disgusting.”
Michalycia filed a complaint with the Canadian Radio-television and Telecommunications Commission (CRTC), urging regulatory intervention. The CRTC has initiated public consultations to address clauses allowing mid-contract price changes, aiming to create fairer rules.
Next Steps
The committee is expected to report its dissatisfaction with Rogers’ lack of transparency to the House of Commons. Representatives from Bell and Telus are also being scrutinized over similar practices. Meanwhile, customers like Michalycia are rallying others to voice their concerns, demanding accountability from telecom giants.
