Rogers is facing criticism after quietly laying off front-line customer service employees while customers continue to report long wait times for support. The company confirmed that some of the recent job cuts include customer-facing roles, saying it is investing in digital tools and self-service options as more customers choose online support. However, the total number of affected customer service employees has not been disclosed.

Labour representatives and affected workers claim some roles may be shifting overseas, raising concerns about Rogers' previous commitment to provide Canadian-based customer service following its merger with Shaw in 2023. The layoffs have also sparked criticism over the impact on customer service quality and domestic employment.

The cuts follow similar workforce reductions at Bell, Telus, and Rogers' media division, reflecting a broader trend in Canada's telecommunications sector. As companies focus on automation, cost reduction, and digital transformation, traditional customer service roles are becoming increasingly vulnerable. While Canada's labour market remains strong in industries such as healthcare, construction, and skilled trades, workers in telecommunications and media continue to face restructuring and growing job uncertainty.

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Ana Komnenic and Erica Johnson's original article, “Rogers cutting telco customer service jobs amid complaints of long wait times” was published in CBC News on July 16, 2026. Read the CBC News story.

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