Putting customers first

Our commitment to exceptional customer service is evidenced by our corporate priorities and by our processes and actions. Whether we are helping in person, developing personal artificial intelligence (AI) assistants or building industry leading innovations like our 5G network, we deliver industry leading support when our customers need it the most.

Every year, the Commission for Complaints for Telecom-television Services (CCTS) issues a report providing statistics on complaints against the telecom industry. For the eighth year in a row, we have maintained our top spot with the lowest number of complaints among national carriers, according to the CCTS Annual Report.

For 10 consecutive years, Koodo continues to have the fewest complaints amongst the national flanker brands. In addition to having the fewest complaints of any national carrier, TELUS also had the highest resolution rate of complaints at 91.5 per cent.

Continuous improvement

Teams across the organization are working collaboratively to identify and remove pain points for our customers and provide consistently outstanding service at every touchpoint. In 2019, TELUS delivered improvements by:

  • Reducing the time it takes to connect with our customer service teams

  • Evolving our digital experiences with AI and advanced self-serve capabilities through applications such as TELUS Assist and Koodo Assist, Automated Voice Assistant and the My TELUS app

  • Simplifying our contract language to make it more transparent

  • Introducing our TELUS Easy Payment® and Peace of Mind plans

  • Continuing to invest in our world-leading network, ensuring that over 99 per cent of Canadians can enjoy the best speed, coverage and quality from TELUS’ 4G LTE wireless network and more than two million Canadian households have access to reliable, high-speed wireline broadband with TELUS PureFibre®.

We will not be satisfied until we are global leaders in customer service. We are committed to embracing feedback, reviewing every complaint and creating operational improvements to benefit all of our customers.

Learn more about how we put customers first

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Learn about how we are engaging our stakeholders