TELUS strengthens its industry-leading customer service with implementation of
CRTC Wireless Code of Conduct
TELUS' Customers First approach sets the standard for wireless service in
TORONTO, Nov. 18, 2013 /CNW/ - TELUS, the Canadian wireless industry's leader
in coast-to-coast customer service, today reported that by the end of November
it will have implemented all necessary requirements of the CRTC's Wireless
Code of Conduct. The Code, which comes into effect on December 2, 2013,
establishes a common set of rights for all wireless consumers in Canada. TELUS
supports the Code, and in fact has been the leader in adopting many of these
customer-friendly provisions long before the Code was drafted.
"By listening to our customers and using their feedback to make substantive
changes, TELUS has earned the best national customer loyalty in our industry
by far," said David Fuller, TELUS Chief Marketing Officer. "With our postpaid
wireless churn falling below one per cent last quarter, and a 27 per cent
year-over-year decline in customer complaints according to the most recent
CCTS report, TELUS is clearly leading the way in delivering a differentiated
customer experience. We are very proud to have pioneered many of the Code's
central ideas and we remain committed to finding new ways to ensure we
continue to put customers first."
Customer-friendly initiatives introduced by TELUS as part of its Customers
First approach include:
-- November 2009: Elimination of extra fees for system access and
carrier 911 services on all our Clear and Simple rate plans
-- May 2010: Anytime Upgrades removing unfair cancellation fees in
favour of a simple Device Balance
-- June 2010: Notifications for data usage in Canada and while
roaming abroad to help avoid bill shock
-- February 2011: Easy and inexpensive device unlocking after 90
-- April 2012: Clear, simple and plain language Service Terms.
-- October 2012: Elimination of device activation fees for new and
To fully align with the Wireless Code of Conduct, TELUS has made several
modifications to its policies and procedures. For example, by the end of
November, TELUS will have implemented domestic and international data blocks
and notifications at $50 and $100 respectively to help customers control their
data usage and complement our industry leading notifications capability.
Earlier this summer, TELUS was the first Canadian carrier to introduce new
Code-compliant two-year pricing plans. These plans offer data sharing,
unlimited nationwide talk and text and enable customers to upgrade to a new
device after two years instead of three.
For more information visit www.telus.com/TELUSCode.
TELUS (TSX: T, NYSE: TU) is a leading national telecommunications company in
Canada, with $11.3 billion of annual revenue and 13.3 million customer
connections, including 7.8 million wireless subscribers, 3.3 million wireline
network access lines, 1.4 million Internet subscribers and 776,000 TELUS TV
customers. Led since 2000 by President and CEO, Darren Entwistle, TELUS
provides a wide range of communications products and services, including
wireless, data, Internet protocol (IP), voice, television, entertainment and
In support of our philosophy to give where we live, TELUS, our team members
and retirees have contributed more than $300 million to charitable and
not-for-profit organizations and volunteered 4.8 million hours of service to
local communities since 2000. Fourteen TELUS Community Boards lead TELUS'
local philanthropic initiatives. 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 telus.com.
SOURCE TELUS Corporation
For media inquiries, contact:
Donna Ramirez TELUS Social and Media Relations 416-320-9309
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CO: TELUS Corporation
-0- Nov/18/2013 14:00 GMT
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