TELUS Corporation

TELUS Corporation

April 02, 2015 06:00 ET

TELUS' CCTS Mid-Year Complaints Fall Almost 50 Per Cent as the Company Widens its Customer Service Lead

VANCOUVER, BRITISH COLUMBIA--(Marketwired - April 2, 2015) - The Commissioner for Complaints for Telecommunications Services (CCTS) issued its mid-year report today, and TELUS once again garnered the lowest number of customer complaints of any national carrier. TELUS complaints are down almost 50 per cent from the same period a year earlier, dropping the company out of the CCTS' list of the five brands with the highest number of complaints.

"Canadians should expect more from their telecom providers," said David Fuller, president of TELUS Consumer and Small Business Solutions. "Five years ago we decided to make an improved customer experience our number-one priority at TELUS, and since then we have led the industry in making positive changes that put our customers first. We are pleased to see our relentless focus has again delivered a sizeable reduction in customer complaints to the CCTS, but would say with equal conviction, that we will not be satisfied until we have driven the number of complaints down to zero."

Despite being one of Canada's largest communications providers, TELUS received only 243 complaints - just 4.4 per cent of the 5,468 complaints received by the CCTS in the six months covered by the report. Complaints against TELUS have decreased 46 per cent from mid-year 2014, continuing TELUS' trend of consistent improvement since 2011. TELUS' affiliate brands Koodo and Public Mobile also showed significantly improved results from last year. In addition, of the 328 Wireless Code violations reported by the CCTS, only two were attributable to TELUS.

The CCTS is responsible for helping customers and telecommunications carriers resolve a wide range of complaints about products and services including home phone, long distance services, wireless services, wired and wireless Internet access, white page directories, directory assistance, and operator services.


TELUS (TSX:T)(NYSE:TU) is Canada's fastest-growing national telecommunications company, with $12 billion of annual revenue and 13.7 million customer connections, including 8.1 million wireless subscribers, 3.2 million wireline network access lines, 1.5 million Internet subscribers and 916,000 TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

In support of our philosophy to give where we live, TELUS, our team members and retirees have contributed more than $396 million to charitable and not-for-profit organizations and volunteered and more than 6 million hours of service to local communities since 2000. Created in 2005 by Executive Chairman Darren Entwistle, TELUS' 11 community boards across Canada have led the company's support of grassroots charities and will have contributed $47 million in support of 3,700 local charities organizations by the end of 2014, enriching the lives of more than two million Canadian children and youth. TELUS was honoured to be named the most outstanding philanthropic corporation globally for 2010 by the Association of Fundraising Professionals, becoming the first Canadian company to receive this prestigious international recognition.

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