An update from business teams at TELUS - COVID-19 (Coronavirus)

This page will be updated regularly with new information as it becomes available.

March 17, 2020

How TELUS is helping our business customers stay connected during this time:

Travel can be challenging during these difficult times. To make things easier we will be waiving all Easy Roam, travel passes and pay-per use roaming charges until April 30, 2020 for TELUS Small Business Mobility customers.

Additionally, we’ll support small business customers facing financial challenges because of COVID-19 by providing them with flexible payment options. We don’t want anyone to worry about not being able to pay their bill on time if they have been financially affected by the crisis.

All other TELUS Business customers should contact their dedicated account manager to discuss their specific situation.

March 19, 2020

How do I find out if a store is open?

As part of our efforts to safeguard the health and safety of our team members and customers, we have made the decision to temporarily close all of our TELUS corporate stores and kiosks located in malls across the country.

Keeping customers connected is critical. At remaining stores, customers can get repairs and loaner devices; swap SIM cards; buy chargers and other key accessories; swap Internet and TV modems; and activate new services for critical circumstances.

During this time we encourage you to shop online where our teams will continue to work diligently to fulfill your order.

March 19, 2020

Flexible payment options

We’re supporting small business customers facing financial challenges because of COVID-19 by providing them with flexible payment options. We don’t want anyone to worry about not being able to pay their bill on time if they have been financially affected by the crisis.

All other TELUS Business customers should contact their dedicated account manager to discuss their specific situation.

March 13, 2020

To our valued customers,

As the situation around the COVID-19 (coronavirus) continues to evolve, and the World Health Organization has declared the outbreak a pandemic, we are reaching out to let you know that TELUS has been closely monitoring the situation, and to share details about how our team is responding and continuing to support your business.

Our plans to maintain continuity for our customers

It’s during times like this that our work to keep businesses connected becomes even more crucial. As a national company, we prepare and train for these types of situations and we want you to know we have strong contingency plans and procedures in place.

  • Our emergency management team has been meeting day and night to review the latest developments, put our plans into action and address the questions and concerns we receive from our customers.

  • The TELUS Corporate Business Continuity Office (CBCO) has activated our Emergency Management Operating Committee (EMOC) – our highest-level incident management team. This group is continuously and closely assessing the latest developments, coordinating planning, ensuring the safety of our team members, and minimizing disruption to our customers.

  • There are no current impacts to our operations but as we always do, we’re monitoring our network and systems very closely and have a robust emergency response and pandemic plan in place to mitigate any impacts and manage the increased demand for enhanced capacity.

  • To ensure continuity for our customers, we’re expanding our “work from home” program  across our teams, equipping team members with tools to work remotely so they can stay fully connected and continue to support our customers on a prioritized basis.

Health and safety is our top priority 

We want to assure you that, now and always, the health and safety of our customers, communities and team members, is the top priority for us.

  • We’re closely following the guidance and advice from the Public Health Agency of Canada, the Centre for Disease Control, the World Health Organization, and other global and provincial health agencies.

  • We’re prohibiting corporate travel to countries with travel advisories and all non-essential travel.

  • TELUS has a Medical Advisory Council, comprised of experienced medical doctors, public health experts and infectious disease specialists who are monitoring the situation very closely to ensure we’re taking every precaution.

  • We want you to feel at ease during appointments at your business, so we’ve taken extra precautions and put more rigorous cleaning measures in place and equipped frontline sales teams and technicians with additional sanitization and safety products.

  • We understand the need for increased flexibility right now, so if you have any questions, concerns, or wish to change an upcoming appointment, please email us or contact your TELUS representative. For install appointments, call 1-800-361-3311, and for repair appointments call 1-888-811-2828.

Your business can count on TELUS  

At TELUS, as part of our Customers First promise, we believe we have an important responsibility to help organizations leverage the full capabilities of our technology and resources to keep Canadians and businesses connected and safe.

Companies are exploring ways to give their employees the flexibility to connect, communicate and collaborate no matter where they may be working.

More than 70% of our team takes advantage of Work Styles, a work program we implemented over 10 years ago which enables team members to work securely from their home office or other remote locations. If you would like to learn more, please visit telus.com/business or contact your TELUS representative.

As a way to help your employees stay safe and limit their exposure, you may be interested in our virtual healthcare capabilities. The Babylon by TELUS Health app is available to all residents and businesses in B.C. and Alberta, and to businesses in Ontario. The Akira health app is available to businesses nationally. These solutions provide a range of options to text, video, or audio chat with healthcare practitioners without going to a medical office.

Thank you 

Thank you for your continued support as we work through these challenges together. You have our commitment that we will share up-to-date information as it becomes available, on TELUS.com

As the situation unfolds, our customers’ safety and security will be paramount, and everything we do will be guided by our values and our long-standing commitment to be kind, compassionate and inclusive of everyone in our communities.

On behalf of the entire TELUS team, we’re here for you and your business.