How to escalate your concern
| We’re deeply motivated to do what’s best for our customers by ensuring that your concerns are addressed. If you are a residential customer and have been trying to resolve an issue but it remains unresolved, please give us a call by following this process to reach our escalations team. |
If you are unable to reach a satisfactory resolution to your problem the Canadian Radio-Television and Telecommunications Commission (CRTC) or the Commission for Complaints for Telecom-television Services (CCTS) may be able to assist you. The CRTC is an independent agency of the Government of Canada responsible for the regulation of telecommunications companies.
For regulated services, contact the CRTC:
| Canadian Radio-television and Telecommunications Commission Ottawa, Ontario Canada, K1A 0N2 | Please copy your letter to: TELUS Telecom Policy and Regulatory Affairs P.O. Box 1704 Edmonton, Alberta T5J 2P1 |
For non-regulated services, contact the CCTS:
Commission for Complaints for Telecom-television Services (CCTS) 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.
At TELUS, our goal is to satisfy our customers and we welcome opportunities to improve our service.