Accessible services

Plans and services to improve your TELUS experience

As part of our commitment to accessibility, as laid out in the TELUS Accessibility Policy, we provide a number of services to help people get the most from our plans and devices.

Hearing/speech accessibility services

Our relay call services can help you call regular phones using your Teletypewriter or internet-connected computer or mobile device.

See if you are eligible for discounted phone plans that are designed for people living with particular accessibility challenges.

Alternative document formats

We provide alternative format options, such as large text or braille, for bills, customer service agreements and other important documents.

Directory and operator assistance

Learn how TELUS can help with directory and operator assistance access. Apply for exemption from directory assistance charges.

 

Accessible rate plans

Accessible rate plans

TELUS offers flexible and discounted home and mobile phone rate plans designed for people living with particular accessibility challenges.

Discounted mobile phone rate plans

TELUS offers a $20 monthly discount on TELUS Your Choice plans. If you are deaf, deaf-blind or hard of hearing and do not require standard TELUS voice service, or if you are blind or deaf-blind and rely on mobile applications to determine your location, you may be eligible for a discounted mobile service plan.

These plans include unlimited access to the "SRV Canada VRS" Video Relay Service (VRS). SRV Canada VRS makes it easy to have video conversations over the internet. It is available in Canada in English, French, American Sign Language (ASL) and langue des signes québécoise (LSQ).

How to apply

To learn more, contact one of our client care representatives at 1-866-558-2273 about the TELUS Accessibility Discount. If you use a Teletypewriter (TTY), TELUS Relay Service is available 24 hours a day, 7 days a week by dialing 711.

Discounted home phone rate plans

Eligible customers can receive long distance discounts when calling through TELUS Relay Service.

British Columbia home phone registered users:

  • Long distance calls originating in BC placed through the TELUS Relay Service are discounted 87.5% of the basic toll rate per minute (or a fraction thereof) on calls to BC or Canada. Alternatively, they are rated according to the client's applicable TELUS Long Distance Plan*.
  • Calls billed to the originating telephone number are charged direct dialed rates.

Alberta home phone registered users:

  • Long distance calls originating in Alberta placed through the TELUS Relay Service are discounted 87.5% of the toll rate per minute (or a fraction thereof) on calls to Alberta or Canada.
  • Calls placed to the US or overseas are not eligible for the 87.5% discount.
  • Calls billed to the originating phone number are charged direct dialed rates.

How to apply

To register for long distance discounts when calling through TELUS Relay Service, please fill out the TELUS Home Phone customer accessibility application form below. If you require further assistance specific to your TELUS Home Phone Accessibility application, you can:

(Please indicate TELUS Accessibility Application in the subject line).

 

Hearing/speech accessibility services

Hearing/speech accessibility services

Learn how our relay services can help you make and receive calls using the best method for your needs, such as your Teletypewriter or internet-connected computer or mobile device.

 

TELUS IP Relay Service calls

Deaf and hard-of-hearing customers can use TELUS IP Relay Service to make and receive calls over the internet using your computer or mobile device. A TELUS relay agent will connect you to the person you want to reach and use either voice or text to help you to communicate. We support two types of IP Relay calls:

Two-line Hearing Carry Over (HCO)

If you can hear but need to type what you want to say, you can request HCO when you place your IP Relay call. The TELUS relay agent reads out what you type to the person you call, and you can hear what they say to you. Please note: We don’t support computer/device to computer/device calls.

Two-line Voice Carry Over (VCO)

If you can speak clearly but need to read what the other person is saying, you can request VCO when you place your IP Relay call. The TELUS relay agent will type what the person says to you, while you can speak for yourself.

Benefits to customers:

  • Easy: All you need to use TELUS IP Relay is a computer or mobile device with an internet connection.
  • Affordable: There is no charge for using the TELUS IP Relay Service to place local calls or long-distance calls within North America using a computer or mobile device. For wireless smartphone devices, all applicable usage charges still apply. International calls are billed at regular long-distance rates.
  • Confidential: Calls placed through the TRS are entirely confidential and your conversations are not recorded or stored. TELUS Relay agents are professionally trained and follow a strict code of ethics. No record of conversation content is retained.
 

TELUS Relay Service calls

TELUS Relay Service (TRS) enables customers who are deaf, hard-of-hearing or who experience difficulty with speech, and who use a Teletypewriter (TTY), to communicate with regular phones through a TELUS relay agent. The TELUS agent receives your call and message content by TTY text or voice. They then either type or read out what you want to say to the person you are calling, and read or type their responses back to you according to your preference. We support two types of TRS calls:

Voice Carry Over (VCO) calls

If you can speak clearly and use a TTY to see what the other person is saying, you can request VCO when you place your TRS call. The TELUS relay agent will type what the person says to you, while you can speak for yourself.

Hearing Carry Over (HCO) calls

If you can hear but use a TTY to type what you want to say, you can request HCO when you place your TRS call. The TELUS relay agent reads out what you type to the person you call, and you can hear what they say to you.

Benefits to customers:

  • Convenient: TRS is available 24 hours a day, 7 days a week.
  • Free: There is no additional charge for using the TRS to place local calls.
  • Confidential: Calls placed through the TRS are entirely confidential and your conversations are not recorded or stored. TELUS Relay agents are professionally trained and follow a strict code of ethics. No record of conversation content is retained.
 

Alternative document formats

TELUS offers a range of alternate formats to help you access important information and documents, such as bills, bill inserts and customer service agreements.

Electronic billing

Go paper-free with e.Bill and start receiving your TELUS bill online at no additional cost. It's a great way to save paper, reduce clutter and help the environment. Benefits include:

  • Complete, detailed billing at no cost
  • Email and/or text notification when your e.Bill is ready
  • 18 months of billing history to file, save or print
  • Secure online account access
  • The ability to increase the font size on your computer screen

Braille or large print bills

TELUS Mobility or Home Phone customers with a visual disability can choose from the following accessible bill formats:

  • Large print: TELUS bills printed on 8.5" x 11" landscape as well as on regular sized paper. The enlarged bill cannot be used for payments at a bank or financial institution.
  • Braille: TELUS bills translated into grade 1 Braille.

How to request alternate formats

To apply for an accessible bill format, please complete either the TELUS Mobility customer accessibility application form or the TELUS Home Phone customer accessibility application form. You can also contact us for assistance.

 

Directory and operator assistance

Directory and operator assistance

We provide help with directory and operator assistance access, including accessibility exemptions.

Calling directory assistance with a Teletypewriter

If you use a Teletypewriter (TTY) and need to look up a phone number, you can request a TELUS Relay [link] agent to place a call to directory assistance for you. Please provide the specific town or city, address, and the name of the person or business.

Please note: Directory assistance charges apply unless you are registered for directory assistance exemption.

Making calls with operator assistance

If you need help using a telephone, TELUS Operators are there for you. We’ll help you make calls within Canada and to the US.

Do you use an Interactive Voice Response (IVR) system through your home computer to make calls? We’ll help you use the IVR in such a way that you don’t incur additional charges.

Please note: Operator assistance surcharges apply unless you are registered for accessibility exemption.

Accessibility exemption

We offer accessibility exemptions for:

  • Local directory assistance calls and long-distance directory assistance calls within Canada and the United States
  • Operator assistance to make calls within Canada and the US

You may qualify for accessibility exemption if you are a TELUS residential customer who can’t use directory or operator assistance due to impairment. You may also have to get certified by an organization, physician or individual approved by TELUS.

TELUS Mobility customers will see the eligible directory assistance charges credited on their statement.

To apply for exemption, please complete either the TELUS Mobility customer accessibility application form or the TELUS Home Phone customer accessibility application form.

Need help applying?

If you need help with your TELUS Home Phone Accessibility application:

If you need help with your TELUS Mobility Accessibility application:

  • Send mail to TELUS Accessibility Application, 4519 Canada Way, Burnaby, BC V5G 4S4
  • Email mobilityspecialneeds@telus.com (please indicate TELUS Accessibility Application in the subject line)

 

Text with 911

Text with 911 is a free emergency texting service for deaf, hard-of-hearing and speech-impaired customers who need to reach a 911 operator. It is not yet available in all communities. Most handsets sold by TELUS support Text with 911.