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Find all regulatory information related to TELUS products and services.

911 service and IP phone service

TELUS allows you to dial 911 with its Corporate IP Telephony services

Find information about all of TELUS 'product and service regulatory spheres.

You can call 911 using TELUS’s IP business phone services. TELUS offers the 911 feature with all its IP business phone services. When you dial 911 using an IP phone service, your call is transferred to a TELUS operator who will confirm your location and then forward your call to the appropriate 911 call centre. You will have to verbally communicate your current location to the TELUS operator.

When you dial 911, you must take the following steps:

  1. Always provide the TELUS operator your complete IP telephone number, including the area code.
  2. Tell the TELUS operator your location as well as the nature and location of the emergency.
  3. Follow the instructions provided by the TELUS operator and the 911 call centre staff.
  4. Stay on the call with the operator unless given other instructions.

International restrictions

If you are calling from outside Canada, use a phone connected to local emergency services. If you are calling from abroad, the TELUS operator will not be able to forward your call to your location’s emergency staff.

You must tell us your location

Remember that, unlike regular phone services, TELUS IP phone services are accessible from anywhere with a high-speed Internet connection. For example, you can have a Montreal number and receive calls when you’re in Vancouver. You can also bring your telephone setup when you travel. However, if you dial 911 when travelling outside of Canada, the operator will not be able to forward your call to the appropriate emergency staff.

Service interruptions may prevent you from connecting to 911

The 911 feature and TELUS’s IP phone services WILL NOT WORK during an electrical outage or a high-speed Internet connection failure.


Rate change notice

Change to the rates for residential access line service in 2016 Residential customers

To ensure that rates for telecommunications products and services remain competitive, the Canadian Radio-television and Telecommunications Commission (CRTC) has created an annual process for service providers to submit rate change requests.

In accordance with the established price cap rules for large incumbent local exchange carriers (ILECs) under Telecom Decision CRTC 2007-27, TELUS can increase the rates for residential access line services in service areas with higher costs. The CRTC allows major ILECs to increase their rates in line with the inflation rate each year.

The following services are affected by this rate increase:

  • Residential access line
  • Residential access line for fax
  • Residential access line for persons with disabilities

Effective date of new rates : June 1, 2016.

To learn more about this process, please refer to the CRTC website.


Regulation and Forbearance

General Tariff (regulated by the CRTC)

The TCI rates (TQ) listed below include the most recent rates, fees and terms that apply to TELUS services. These measures are regulated and approved by the Canadian Radio-Television and Telecommunications Commission (CRTC).

Note: Rate changes are effective as of the date of the Order or Decision issued by the CRTC.

Regulation and forbearance - Local telephone service - Residential customers

To find out if your local telephone service is regulated or forborne from regulation, refer to the CRTC’s list of rate zones.

Forbearance from regulation - Local telephone service - Business customers

The rates and most terms and conditions applicable to certain local business services offered in specific constituencies are no longer regulated by the Canadian Radio-Television and Telecommunications Commission (CRTC). These local services are now provided within a competitive market (like long-distance, wireless and Internet services) which gives you more flexibility to choose the services and pricing plans that are best suited to your needs. To determine whether or not you are in an area where certain local access services provided by TELUS are regulated, please call our TELUS info line for regulation forbearance at 1-888-955-4555.

The complete list of our local business services forborne from regulation:

  • Chargeable Call Intercept Service
  • Business and Residence Service
  • Shared Use
  • Directory Listings
  • Service to Immobilized Ships, Trailers and Trains
  • Telephone Number Reservation Service
  • Toll Restrict
  • Direct Inward Dialling
  • Voice Messaging Services
  • TELUS Québec's SmartTouch Services
  • Call Display Blocking
  • Access Service 310-XXXX
  • Call Blocking Service - 900 Service
  • Use of Customer-Provided Equipment with the Company's Facilities
  • Multiflex Service (BRI)
  • ISDN-PRI Service
  • Call Screening Intelliroute
  • Centrex
  • DataMedia Service

CRTC requirements for service maintenance

Note that the CRTC has ordered TELUS to maintain certain requirements, such as supplying telephone directories and maintaining the confidentiality provisions for customer information, as part of providing local business services in regions forborne from regulation.

Fixed-term service contracts

While the provisions of the TELUS General Tariff regulated by the CRTC do not apply to services forborne from regulation, if you have signed a fixed-term contract (for a term of one year or more), the conditions of your current contract, including the limitation of liability and early termination charges apply for the remaining duration of your contract.

Acceptance of the Terms and Conditions for local business services provided on a monthly basis

If you have local TELUS business services that are forborne from regulation and offered on a monthly basis, you can find here the new conditions for these services, which replace the provisions of the General Tariff regulated by the CRTC that apply to regulated services. Please read them carefully. By using local TELUS local business services that are forborne from regulation and offered on a monthly basis, you accept the new provisions that apply to these services.


Local phone service pricing

Please note that the base pricing includes directory listing, the touch tone feature and services for the hearing impaired. The monthly fees of $23.50 do not include GST and provincial taxes. Additional fees may apply for 911 and extended area service.

Base rate

$23.50/month

Processing fees

$19.50

Line connection fees

$28.00

Relocation fees

$17.50

Unsolicited telemarketing by telephone or fax

“Telemarketing” is the use of telecommunications facilities to make unsolicited telecommunications for solicitation purposes. Telemarketing communications are restricted to the following hours: 9:00 a.m. to 9:30 p.m. on weekdays (Monday to Friday) and 10:00 a.m. to 6:00 p.m. on weekends (Saturday and Sunday). The hours refer to those of the consumer receiving the telemarketing telecommunication. In British Columbia only, telemarketing telecommunications are not permitted on holidays.

Telemarketing Rules

Telemarketers making telemarketing calls shall clearly provide the following information:

  • Their identity (if the telemarketer is making the call on behalf of a client, they must provide their name as well as that of the client)
  • A displayed originating telephone number or an alternate number that the consumer can call to reach the telemarketer (except where the number display is unavailable for technical reasons)

Telemarketers who send telemarketing telecommunications by fax shall clearly provide the following information:

  • The name of the telemarketer when the telecommunication is sent on the telemarketer’s behalf
  • The name of the telemarketer and of their client when the telecommunication is sent on behalf of the telemarketer’s client
  • The date and time the fax was sent
  • The telephone number and fax number of an employee or other representative of the telemarketer and, where applicable, of the telemarketer’s client, for the purpose of asking questions, making comments about the telemarketing telecommunication, or making or verifying a do not call request

A telemarketer shall maintain its own do not call list and shall keep a consumer's name and telecommunications number on the list for a period of three (3) years and thirty-one (31) days from the date of the consumer's do not call request.

A client of a telemarketer shall maintain its own do not call list and shall keep a consumer's name and telecommunications number on the list for a period of three (3) years and thirty-one (31) days from the date of the consumer's do not call request.

Telemarketers who make telemarketing calls must clearly provide the following information upon request (this information must be provided for both the telemarketer and the telemarketer’s client, if applicable, whether or not the consumer has requested information for both or not):

  • A voice telecommunications number that allows access to an employee or other representative of the telemarketer for the purpose of asking questions, making comments about the telemarketing telecommunication, or making or verifying a do not call request
  • The name and address of an employee or other representative of the telemarketer to whom the consumer can write for the purpose of asking questions, making comments about the telemarketing telecommunication, or making or verifying a do not call request

The Telemarketing Rules do not apply to a telemarketing telecommunication made via voice mail broadcast (a telecommunication whereby a recorded message is delivered directly into a person's voice mailbox without interrupting that person's activities in real time).

The Telemarketing Rules do not apply in respect of an unsolicited telecommunication made for purposes other than solicitation, including telecommunications made solely for the purpose of emergencies, account collection, and market research or surveys.

Restricting unsolicited telecommunications

for telemarketing purposes by telephone or fax

If the consumer wishes to restrict the number of telemarketing telephone calls and faxes, they or someone authorized to act on their behalf can register their residential telephone number, wireless number or fax number for free on the National Do Not Call List (DNCL). Consumers can do this in the following ways:

  • Online at www.LNNTE-DNCL.gc.ca
  • By telephone at 1-866-580-3625 (24/7)
  • By TTY at 1-888-362-5889
  • By fax at 1-888-362-5329 (only for sending the fax number to be excluded)

If you wish to speak to an operator (necessary for TTY calls), you must call between 8:30 a.m. and 4:30 p.m. from Monday to Friday.

Notes: When the consumer registers for the DNCL by telephone, TTY or fax, they must do so using the number they wish to register for this list.

Except for the exemptions listed in the previous paragraph, all telemarketing calls and faxes received by the consumer should cease within 31 days of the consumer’s registration for the National Do Not Call List (DNCL) unless the consumer has given an organization express consent to call. The consumer’s number or numbers will remain on this list for three years and 31 days.

The following telecommunications by telephone or fax are exempt from the rules for the National Do Not Call List (DNCL):

  • Telecommunications from organizations with whom the consumer has had a business relationship in the last 18 months or to whom they have asked a question in the last 6 months (unless the consumer has been added to their individual do not call lists)
  • Telecommunications on behalf of registered charities
  • Telecommunications on behalf of political parties, nomination or leadership contestants, or candidates of a political party
  • Telecommunications for conducting opinion polls or market studies if these calls are not offering a product or service for sale
  • Telecommunications from newspapers of general circulation for the purpose of soliciting subscriptions
  • Telecommunications to business clients

Reporting unsolicited telecommunications

for telemarketing purposes conducted by telephone or fax*

Consumers can file a complaint regarding a telemarketing call or fax received. They can do this in the following ways:

Before filing a complaint, the consumer must be sure to have the following information:

  • The phone call or fax’s number of origin
  • The name and/or number of the telemarketer
  • In the case of a telemarketing fax, a copy of the fax

The consumer can also optionally provide the following information:

  • The date and time of the call or of when the fax was received
  • The nature of the complaint

The consumer must file the complaint within 14 days of receiving the call or fax.

*Complaints concerning fraudulent telecommunications should be addressed to the Competition Bureau at www.competitionbureau.gc.ca.

Automatic dialling-announcing device (ADAD)

An “automatic dialling-announcing device” or “ADAD” is equipment that can automatically dial and convey a pre-recorded or synthesized voice message to a telecommunications number.

It is prohibited for telemarketers to initiate a telemarketing telecommunication via an ADAD unless the consumer has provided express consent to receive telemarketing telecommunications via an ADAD from that telemarketer or, if applicable, the client of that telemarketer.

A person using an ADAD to make unsolicited telecommunications where there is no attempt to solicit, shall comply with the following conditions:

  • Such telecommunications are restricted to the following hours: 9:00 a.m. to 9:30 p.m. on weekdays (Monday to Friday) and 10:00 a.m. to 6:00 p.m. on weekends (Saturday and Sunday). The hours refer to those of the consumer receiving the telemarketing telecommunication;
  • Such telecommunications must begin with a clear message identifying the person on whose behalf the telecommunication is made and a mailing address and a local or toll-free telecommunications number at which a representative of the originator of the message can be reached. In the event that the message relayed exceeds sixty (60) seconds, the identification message shall be repeated at the end of the telecommunication;
  • Such telecommunications shall display the originating telecommunications number or an alternate telecommunications number where the telecommunication originator can be reached (except where the number display is unavailable for technical reasons);
  • Callers must make all reasonable efforts to ensure that their equipment disconnects within ten (10) seconds of the person receiving the telecommunication hanging up.

The previously listed conditions do not apply to unsolicited telecommunications made via an ADAD for public service reasons, including telecommunications made for emergency and administration purposes by police and fire departments, schools, hospitals, or similar organizations.

For more information on the Unsolicited Telecommunications Rules and the National Do Not Call List, you can refer to the “Telecom Decision CRTC 2007-48” and the “Telecom Decision CRTC 2008-6” at www.crtc.gc.ca.

Municipal tax for 911

New financing method for 911 emergency centres

Following consultation with municipal organizations, telephone service provider representatives and 911 emergency centres, the Government of Quebec adopted new regulations for the 911 service on June 23, 2009.

Under these regulations, all telephone service customers* are required to contribute to financing 911 emergency centres. As a telecommunications service provider, TELUS must comply with these regulations.

The impact of this change of your monthly statement for TELUS wireline services

Effective December 1, 2009, TELUS has adopted a new financing method by collecting a municipal tax of $0.40 a month for 911 services, replacing the amount previously collected each month.

N.B. Indigenous peoples living on Indian reserves or in northern villages are exempt from all fees related to the 911 emergency service.

Municipalities where municipal fees for 911 are included in municipal taxes

In certain municipalities in Quebec, municipal fees for 911 were previously included in the municipal taxes paid by individuals and businesses. Effective December 1, 2009, the municipal tax for 911, which replaces these fees, is included in the bill for all TELUS customers.

The municipal fees for 9-1-1 were previously collected directly from municipal taxes in the following municipalities:

Residential customers

  • Saint-Joseph-de-Beauce
  • Saint-Jacques-de-Leeds

Business customers

  • Boischatel
  • Saint-Gabriel-de-Valcartier
  • Sainte-Brigitte-de-Laval
  • L'Ancienne-Lorette
  • Wendake
  • Saint-Joseph-de-Beauce
  • Saint-Jacques-de-Leeds
  • Saint-Faustin-Lac-Carré
  • Arundel
  • Huberdeau
  • Amherst
  • Brébeuf
  • Lac-Supérieur
  • Val-des-Lacs
  • Mont-Tremblant
  • La Conception

For any questions concerning your tax account, please contact your municipality.

Impact of the new regulations on resellers

Under the Regulation governing the municipal tax for 911, resellers are not considered customers from which telecommunications service providers can collect municipal tax for 911. These resellers must therefore collect this tax themselves from their customers.

All companies listed as resellers registered with the CRTC must comply with the obligations under the Regulation governing the municipal tax for 911 by completing the form prescribed by the Minister of Revenue. Once given a registration number, these companies can collect municipal tax for 911 from their customers to submit to Revenu Québec.

Additional information

For more information on the municipal tax for 911, please contact the Municipal Finance and Development Agency for Emergency 911 Call Centres in Quebec at 1-888-653-3911 or visit their website at agence911.org/en/.

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