The CEO of Rogers Communications faced tough questioning on Monday at Parliament Hill. Tony Staffieri was called to testify before the Commons committee on industry and technology following his absence last week, where a subordinate appeared on his behalf through videoconference.
The committee’s interest was piqued by a recent Go Public investigation that uncovered widespread customer dissatisfaction with unexpected increases in their bills for internet, TV, and home phone services despite having signed contracts with supposedly fixed monthly prices. Rogers is able to impose additional charges, such as for rented TV boxes, under certain contract clauses.
During the hearing, MPs grilled Staffieri about the company’s pricing practices. Nova Scotia Conservative MP Rick Perkins questioned the justification for raising fees mid-contract, while Liberal MP Ryan Turnbull inquired why Canadians couldn’t rely on stable rates under fixed-rate agreements.
Staffieri defended Rogers by stating that price guarantees only covered core services and that customers could opt-out of certain extras, like TV box rentals, without penalties. He insisted that the company’s contracts and customer service communications were clear and transparent when pressed on whether customers were adequately informed about potential mid-contract price hikes.
Alberta Conservative MP Michelle Rempel-Garner accused Staffieri and Rogers of evading critical issues both with the committee and customers. She highlighted the case of Cathy Cooper, a dissatisfied customer who felt misled about potential bill increases post-contract signing.
Despite Staffieri’s assertions of transparency, frustrations persist among customers like Laurie Michalycia from Saskatoon. Michalycia detailed how her bill surged from $199 to $220 within months of signing a contract, leading her to express outrage at what she deemed “disgusting” behavior.
Amid mounting discontent, calls for regulatory intervention have intensified. The Canadian Radio-television and Telecommunications Commission (CRTC) indicated plans to address clauses allowing telecom providers like Rogers, Bell, and Telus to modify prices during contracts through public consultations aimed at implementing corrective measures.
As the committee mulls over reprimanding Rogers for its lack of upfront disclosure on fee adjustments, Bell’s senior vice-president, Mark Graham, defended his company’s pricing policies, asserting that customers were duly informed about possible increases. Telus has also been summoned to provide clarity on its pricing practices.
Michalycia, like many others, finds herself trapped in a contract she deems unfair but financially burdensome to exit prematurely. She encourages fellow dissatisfied consumers to voice their concerns to both service providers and authorities to push for fairer contract terms.
The ongoing scrutiny underscores growing demands for industry accountability and consumer protection against perceived exploitative practices.