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Learn about our commitment to security, including providing TELUS customers with a secure experience.
Security at TELUS
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About TELUS

Security

Learn about our corporate commitment to industry-standard security practices.

At TELUS, we are committed to providing our customers with a secure experience including when using our websites, services, and mobile applications. We use a combination of technology and processes to safeguard both you and your personal information.

The TELUS commitment to security

How we protect you and your information

If you are a TELUS customer, TELUS collects certain information about you. We respect your privacy, which is why we collect personal information only for the following purposes outlined in the TELUS Privacy Commitment.

How TELUS protects your information

We use industry-leading best practices, a strong internal culture of security, and cutting edge technology to safeguard your information. Examples include:

Firewalls – software and hardware products used to define, control and limit access to TELUS websites, networks and computer systems. Intrusion Detection systems are also used to detect and identify potential intruders.

Encryption – TELUS requires the use of a browser that supports 128-bit encryption to browse or log-in to our website. You may notice a small lock icon appear in your address bar or that the address bar turns green. This confirms your browser is using a secure connection (HTTPS) to communicate with the site.

Automated Time Out – a time out feature is enabled on select portions of our website to help reduce unauthorized access to your account(s). After 30 minutes of inactivity, you will be automatically logged out from your current session.

TELUS Team Members – all TELUS Team Members are trained on the importance of security and privacy as well as best practices to uphold them. TELUS call centre agents will always verify your identity using the information we have on file before ever discussing your account in detail. It’s important to remember, a TELUS agent will never:

  • Ask you to reveal or change your PIN
  • Ask for your web password
  • Send unsolicited emails containing links to other webpages
  • Send unsolicited requests to download software

If you’re ever uncertain if you’re speaking to a TELUS agent and/or if you have received an email or a phone call that seems suspicious, do not reply or share any information and contact us directly.

How you can protect your privacy and information

While TELUS technology and business practices are essential to keeping customer information safe, we all need to take steps to help protect ourselves and to be part of the TELUS culture of security.

To help you better understand your role in safeguarding your privacy and personal data, TELUS recommends following these best practices day to day.

What you can do

Wi-Fi – While very convenient, public Wi-Fi can make your information available to cybercriminals as Wi-Fi networks are often unsecured. Avoid using public Wi-Fi to access sensitive information (like banking) and if possible, use a VPN app like Express VPN or VyprVPN.

If you’d like to learn more, this TELUS WISE article provides more info about Wi-Fi safety.

Secure websites – Be sure to use https (instead of http) when connecting to a site. Using https ensures your data is encrypted (and therefore unreadable) as it travels from device to device on the Internet.

Anti-Virus – Install anti-virus software on your personal computer and be sure to keep it up to date. This helps reduce the risk of viruses compromising your computer and your data.

Email – Before sharing any personal information via email, always confirm the email is coming from a trusted source. TELUS will never ask you to provide personal, login or account information through unsolicited email. Should you receive an email requesting this type of information, do not respond. Additionally, only click on links and attachments within emails you expected to receive from trusted sources.

If you’d like to learn more, this TELUS WISE article provides more info about email security.

Passwords/PINs – Create strong passwords/PINs and do not share them with anyone. It’s also a good idea to create a different one for each account or website. This way, should the worst happen and you are hacked, only one account has been compromised.

What makes for a strong password? Typically they are longer and contain a mix of numbers, letters and special characters, like ‘1ms84bhd7sj3!’. An easier to remember alternative are pass phrases - a sequence of unlikely words, like ‘PurpleFlyingElephant!’. To make this pass phrase even stronger just swap a few letters for numbers – ‘Purp1eFlying3lephant!’.

This applies to your devices too! Be sure to enable password protection on your phone, tablet, computer, etc. A password manager is a great tool to help you remember and manage your passwords.

Report a problem – For immediate assistance, please contact our Customer Support team at *611 on your TELUS mobile phone or 1-866-558-2273.

For TELUS Home Phone, Internet and TV please call 1-888-811-2323.

  • Fraud - If you find yourself a victim of fraud or worry that you or another TELUS customer may have been targeted, please report this activity to fraud@telus.com
  • Phishing - Please forward any suspected phishing emails (fraudulent emails designed to look like are from well-known organizations) sent to your TELUS.net account to report_phishing@telus.net. Be sure to include the email header details like the sender’s email address, subject line and the time and date the email was received
  • SPAM – Please forward any SPAM sent to your TELUS.net account to Report_spam@telus.net.Be sure to include the email header details like the sender’s email address, subject line and the time and date the email was received

TELUS WISE – As the threat landscape evolves and technological complexity grows, TELUS is committed to helping you stay safe online. Offered free-of-charge, TELUS WISE (Wise Internet & Smartphone Education) engages Canadians of all ages in a discussion about Internet and smartphone safety to help keep you, your families and communities safer from online criminal activity such as financial fraud and cyberbullying.

To learn more please visit TELUS.com/WISE.

Security basics

Identity theft

Identity theft occurs when someone uses your personally identifiable information such as your name, date of birth, Social Insurance Number, driver's license or credit card number without your permission to commit criminal activity including fraud. Fraud can include everything from opening new credit card accounts to applying for government benefits.

Identity theft can occur over the Internet, telephone, via fax or regular mail. Therefore, be particularly wary of unsolicited e-mails, telephone calls or mail attempting to extract personal or financial information from you.

If you suspect someone has stolen your identity, there are several steps you should take. The Royal Canadian Mounted Police recommends that you:

Phishing

Phishing is a kind of identity theft scam where cybercriminals attempt to lure you into providing personal information like PINs, passwords and account numbers. Once they have your information, it can be used to commit fraud and take actions in your name.

The most common type of phishing happens via email. Fraudsters create emails with an intent to impersonate a legitimate company (like TELUS), asking you to carry out a specific task. Often these emails use language to create a sense of urgency to encourage recipients to follow through with the request.

Should you ever receive an email you didn’t expect and seems suspicious, ask yourself:

  • Do I know the sender? – If you haven’t communicated with this person or company before and you didn’t sign up to receive communication, it could be a phish
  • Does the email address look odd? - Sometimes the email address domain name will not be aligned with the domain name of the organization that appears to be sending the email
  • Are there spelling and grammar mistakes? – Sometimes the email is just poorly written. Other times the mistakes are intentional to get through spam filters
  • Do the colours or design look odd? – The colours, text size or formatting are different from what the legitimate company usually uses

Please forward any suspected phishing emails sent to your TELUS.net account to report_phishing@telus.net. Be sure to include the email header details like the senders email address, subject line and the time and date the email was received.

If you’d like to learn more, this TELUS WISE article provides more info about email security.

Spam

Spam is unsolicited email, the equivalent of junk mail, usually sent in bulk to advertise a product or service. Spam email is a form of commercial advertising which is economically viable because email is a very cost-effective medium for the sender.

Wondering how they got your email? Spammers gather recipient addresses from publicly accessible sources, use programs to collect addresses on the web, and use dictionaries to make automated guesses at common usernames at a given domain (like TELUS.net).

Spam, while annoying, can be quickly spotted and addressed.
Please forward any SPAM sent to your TELUS.net account to Report_spam@telus.net. Be sure to include the email header details like the senders email address, subject line and the time and date the email was received.