TELUS Corporation

TELUS Corporation

December 02, 2015 07:00 ET

TELUS Continues to Raise the Bar for Telecom Customer Service in CCTS Annual Report

With a 29 per cent reduction in CCTS complaints, TELUS has achieved double-digit improvements for four consecutive years by listening to customers and inviting them to expect more from their telco

VANCOUVER, BRITISH COLUMBIA--(Marketwired - Dec. 2, 2015) - TELUS (TSX:T)(NYSE:TU) extended its dominant customer service lead in the annual Commissioner for Complaints for Telecommunications Services (CCTS) report released today, again garnering the lowest number of customer complaints of any national carrier by a substantial margin.

Despite being one of Canada's largest communications providers, TELUS received only 466 complaints (down from 653 in the 2014 report). TELUS now accounts for just 4.7 per cent of the 9,988 complaints received by the CCTS over the last year, while Canada's other two major national carriers together account for more than 50 per cent.

TELUS complaints are down 29 per cent from the same period a year earlier - the company's largest percentage reduction to date - continuing TELUS' trend of double-digit decreases over the past four CCTS annual reports. Since 2011, complaints about TELUS have decreased by 66 per cent as the company continues to refine its approach to customer service.

"We're an organization that's obsessed with customer service and I'm incredibly grateful to the entire TELUS team for their unwavering commitment to our customers and the sustained improvements they are driving year-over-year," said David Fuller, president of TELUS Consumer and Small Business Solutions. "However, we're not content with simply outperforming our competition; our ultimate goal is to bring our complaints down to zero. These results show us that we have 466 opportunities to prove to our customers that they can expect more from us, and we'll be looking at this report, along with the feedback we receive from our customers every day, for opportunities to continuously get better."

With only 175 complaints (172 in 2014), TELUS' affiliate brand Koodo once again had the fewest complaints of any major affiliate brand, also with a significant lead over its competition. Public Mobile showed dramatic improvement in its first full CCTS reporting period since joining TELUS. With only 55 complaints (128 in 2014), Public Mobile achieved a 57 per cent reduction in complaints since last year.

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.

"For a lot of companies, 'complaint' is a dirty word, but we view every one as a learning opportunity," Mr. Fuller added. "We know we're not perfect, and the CCTS provides our industry with invaluable learnings and tremendous insight into how we can make telecom a friendlier place for Canadians."

For more information on the CCTS and to read the full report, please visit


TELUS (TSX:T)(NYSE:TU) is Canada's fastest-growing national telecommunications company, with $12.4 billion of annual revenue and 14.0 million customer connections, including 8.4 million wireless subscribers, 3.1 million wireline network access lines, 1.5 million high-speed Internet subscribers and 980,000 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 President and CEO Darren Entwistle, TELUS' 11 Canadian community boards and 4 International boards have led the Company's support of grassroots charities and will have contributed more than $54 million in support of over 4,800 local charitable projects by the end of 2015, enriching the lives of more than 2.1 million 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.

For more information about TELUS, please visit

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