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Description: It’s probably not the type of “leadership” position Rogers Communications was looking for; the news that Rogers has replaced Bell as the most complained about service provider in the telecommunications space in Canada. The Commission for Complaints for Telecom-television Services reports that Rogers racked up approximately 20% of all the complaints registered for the year ended 31 July 2023. The Commission noted that “the purpose of our annual report is to consolidate all that data so that service providers can see where their customers’ pain points are.” One would hope that the companies are all listening.

Date:  January 16, 2024



Discussion points:

1) How many of your classmates have ever launched a complaint about your cell service?

2) If you were an accounting officer with Rogers, what information would you recommend that would help marketing see the cost of the complaints?

3) Page 4-4 of Wiley’s Understanding Financial Accounting tell us Rogers is involved in a broad range of business interests. What might be some of the challenges this poses in dealing with “pain points” reported by the customers?

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