The TELUS Trust Model

TELUS has established the TELUS Trust Model to reflect our commitment to protecting the privacy of those who entrust their personal information to us.  Leveraging our Customers First commitments, we build trust with our stakeholders by using data in a way that generates value, promotes respect and delivers security.

The TELUS Trust Model





We build trust with our stakeholders by using data in a way that generates value, promotes respect and delivers security.

Keep reading to learn more about each of the TELUS Trust model components.


At TELUS, our definition of value when using data includes an identification of all stakeholders who will gain benefits from the use of the data.   We recognize that using data may create risks for some stakeholders and benefits for others. We believe that the value and the risks should be defined in tandem.  In order to assess the value and determine the risk, TELUS has established a data governance structure that supports executing on innovative ideas to create value while mitigating risks associated with the use of data.  Here are some examples of how we generate value for our stakeholders:


  • New and improved revenue opportunities

  • Operational efficiency, effectiveness and reliability 

For our customers

  • Best-in-class customer experience

  • Optimizing service reliability 

  • Tailored experiences

For Social Good

  • Emergency response

  • Improved health outcomes 

  • Accessibility and optimization of public services


As an organization, we are committed to  the respectful use of data and consider the impact on our customers and affected stakeholders.  TELUS will assess whether the use of data or decision-making with data reflects legal requirements, cultural and social norms about acceptable uses of data and will take steps to respect these norms. We believe in being transparent in our practices and strive to build products and services applying the principles of Privacy by Design.  We have an established data risk assessment which considers whether the data uses could lead to unintended consequences that could or may harm individuals. When risks are surfaced we use our data governance structures to develop mitigation processes and remedies.


In order to earn and maintain our customers’ trust, it is essential that we deliver our products and services with security top of mind.  This means that TELUS establishes specific and clearly defined security controls that are effective and proportional to the risks and the value of the data that needs to be protected.  Our team members are accountable for the protection of the data under their control and must take appropriate measures to prevent loss, damage, abuse or unauthorized access. TELUS ensures that each team member has sufficient training to allow them to properly protect the data under their control.  Controls are periodically assessed to ensure that adequate measures are in place to protect data. 

Our Guiding Principles 

When we are making decisions about data, there are three key principles that we adhere to: accountability, ethical use and transparency, all of which support the TELUS Trust Model.


We look forward to answering any questions you may have on our Trust Model.  Please write to us at the Data & Trust Office.

Created on November 21, 2019.