Shaw to close Edmonton, Calgary customer service centres, downsize in B.C

Shaw Communications Inc. is hanging up its Alberta customer service centres in a decision that will affect 1,600 employees, including some in British Columbia.

Shaw says 1,600 workers will be offered jobs at centres in other cities

Shaw says it will close its customer service centre in Edmonton in June and its Calgary centre in January 2016. (Todd Korol/Reuters)

Shaw Communications is hanging up its Alberta customer service centres in a decision that will affect 1,600 employees, including some in British Columbia.

The Calgary-based company announced Wednesday that it will close its centre in Edmonton in June, its Calgary centre next January and part of its Kelowna, B.C., operation in June.

Chris Kucharski, a Shaw vice-president, said it's part of a plan to improve service by expanding customer centres in four other cities.

"We decided to expand Victoria, Vancouver, Winnipeg and Montreal after looking at the long-term performance of each of our locations," he said.

"Our customers can expect even better and more consistent experiences, whether they are ordering new services, requesting technical support or inquiring about their account."

The consolidation will help centralize knowledge, training and management to better serve Internet, cable, satellite and phone customers, he said.

The changes will affect about 1,000 people in Calgary, 390 in Edmonton and 145 in Kelowna.

Prentice weighs in

Alberta Premier Jim Prentice, who represents the Calgary-Foothills constituency, said he plans to speak with Shaw executives about the company's announcement.

"Obviously we are saddened and disappointed," Prentice said at the legislature.

"This will be a difficult circumstance for people who are affected. Certainly we will work hard as a government to deal with the transition."

Alberta has already lost thousands of jobs recently in the energy sector and related industries due to slumping oil prices.

The company said it is offering employees a choice of money to help pay for a move to another service centre, a chance to apply for a job at their current location in a different department or severance pay.

"We know that change is difficult and we will support them during the process," Kucharski said.

The changes do not affect Shaw's customer service operations in Nanaimo, B.C., and Mississauga, Ont.


To encourage thoughtful and respectful conversations, first and last names will appear with each submission to CBC/Radio-Canada's online communities (except in children and youth-oriented communities). Pseudonyms will no longer be permitted.

By submitting a comment, you accept that CBC has the right to reproduce and publish that comment in whole or in part, in any manner CBC chooses. Please note that CBC does not endorse the opinions expressed in comments. Comments on this story are moderated according to our Submission Guidelines. Comments are welcome while open. We reserve the right to close comments at any time.

Become a CBC Member

Join the conversation  Create account

Already have an account?