Process for escalating as a residential customer

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 may use the process outlined below to get in touch with our escalations team.

For wireless services, including Mobility, Prepaid Mobility or the Employee Purchase Plan:

1. Start by giving us a call at 1-866-558-2273
2. When you call us, you’ll be directed to the automated messaging system. Please say “speak with an agent"
3. You will be prompted for more information. Please indicate the reason for your call such as "mobility issue" or "billing issue". 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 home services, including Internet, Optik TV, Pik TV and Home Phone:

1. Start by giving us a call at 1-888-811-2323
2. When you call us, you’ll be directed to the automated messaging system. Please say “speak with an agent"
3. You will be prompted for more information. Please indicate the reason for your call such as "internet issue" or "billing issue". 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 home security, including TELUS SmartHome Security and ADT by TELUS:

1. Start by giving us a call at 1-855-640-1851
2. When you call us, you’ll be directed to the automated messaging system. Please say “speak with an agent"
3. You will be prompted for more information. Please indicate the reason for your call such as "smart home security issue" or "billing issue". 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.