How to escalate your existing concern

We’re deeply motivated to do what’s best for our TELUS Business customers by ensuring that your concerns are addressed.

We’ve put this escalation process in place to ensure that our customers are always heard and that no concern goes unresolved.

If you have already spoken to one of our team members and are not satisfied with the outcome, you can use the process outlined below to get in touch with our escalations team.

Escalation Contact Form

Complete our Escalation Contact Form and a TELUS Management Team member will contact you to resolve your concern.

Call Us

Business Mobility number: 1-866-558-2273 or dial *611 on your TELUS device

Business Wireline number: 1-800-361-3311
 

Start by giving us a call:

1. You’ll be directed to OUR automated messaging system. Please say “speak with an agent"
2. You will be prompted for more information. Please indicate the reason for your call such as "mobility issue" or "billing issue".
3. From there you will be placed in the appropriate queue to speak with a team member.
4. Once connected to the team member, you can let them know that you have an unresolved issue, and ask to speak to the escalations team.
    
   For personal service escalations (mobility and home) please visit this page: https://www.telus.com/support/article/resolve-a-concern

The Commission for Complaints for Telecom-television Services (CCTS) is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you. To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.