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Canada Broadband & mobile

Telus customer service and complaints

Internet, TV, home phone and wireless

Provisional entry Checked 2 Nov 2026 TELUS Communications Inc.
1-866-558-2273 Support site

Telus provides internet, TV, home phone and wireless, mainly in western Canada. Support is available by phone and chat; complaints that remain unresolved after Telus has had a reasonable opportunity can go to the CCTS.

Step one

Ways to contact Telus

Customer service Primary

1-866-558-2273

Daily, 7am–10pm local

Check the support page for current hours.

Call

Live chat

Telus chat

See site for hours

Use the chat option on the contact page.

Open

Check for an outage before you call: service status page.

Step two

How to complain about Telus

Work through the stages in order. Each one creates the paper trail the next stage needs.

  1. 1

    Stage 1

    Complain to Telus and get a reference

    Straight away

    Contact Telus and ask for a formal complaint. Record the reference number, the agent's name and what you were promised. Ask for the resolution in writing.

    Use the phone, chat or complaint form on this page.

    Ask the provider to confirm the complaint in an email so the timeline is documented.

  2. 2

    Stage 2

    Give the provider a reasonable opportunity

    Reasonable opportunity

    The CCTS expects you to give the provider a reasonable opportunity to understand the problem and explore a solution. Follow up in writing if the provider stalls, and keep its final response.

    Follow up in writing and keep the provider's final response.

    A deadlock letter speeds things up when the provider has clearly made its final offer.

  3. 3

    Stage 3

    File with the CCTS

    Generally within one year of the issue

    The CCTS is free for consumers. It reviews the evidence, tries to settle the complaint and can issue a decision with remedies.

    Submit the complaint online with your account details and evidence.

    State the remedy you want and attach the provider's final response or deadlock letter.

  4. 4

    Stage 4

    Report policy issues to the CRTC

    Any time

    The CRTC does not resolve individual disputes, but it monitors compliance with its codes and can investigate systemic issues.

    Use the CRTC's complaint and compliance information after the CCTS stage.

    Reference the specific code or rule you believe was breached.

Step three

Formal complaint letter template

Formal complaint letter template (Canada telecom). Copy it, fill in the bracketed fields and keep a dated copy.

Template
[Your name]
[Your address]
[Your email]
[Your phone]

[Date]

Telus
Customer Complaints Team

Account number: [account number]
Service address: [service address]

Dear Complaints Team,

I am writing to make a formal complaint about my [internet / wireless / TV] service.

What happened

[Explain the issue and give dates. Include what you were promised, what went wrong, and any reference numbers from previous contacts.]

What I want

[State the resolution you want: credit, refund, repair, cancellation or compensation.]

Please respond in writing by [date]. If the issue is not resolved, I intend to file a complaint with the Commission for Complaints for Telecom-television Services (CCTS).

Sincerely,

[Your name]

Send it by a method you can prove — email with read receipt, or tracked post — and keep the reference number.

If it is not fixed

Escalate to the regulator

Use these routes only after the provider has had a fair chance to respond, or if they have breached a published deadline.

CCTS Commission for Complaints for Telecom-television Services Canada — telecom and TV The Commission for Complaints for Telecom-television Services is Canada's independent dispute-resolution body for phone, internet and television… Make a complaint Details
CRTC Canadian Radio-television and Telecommunications Commission Canada — telecom policy The Canadian Radio-television and Telecommunications Commission is the federal regulator for telecom and broadcasting in Canada. It sets the rules th… Make a complaint Details

Questions

Telus FAQ

How do I complain to Telus about internet service?

Contact Telus support, open a formal complaint and get a reference. Give Telus a reasonable opportunity to resolve the issue, then file with the CCTS if it is still unresolved.

Can I switch providers and keep my Telus number?

Yes. Ask Telus for your account number and transfer PIN, then give them to the new provider. Do not cancel the Telus line until the port is complete.

What is the CCTS and how much does it cost?

The Commission for Complaints for Telecom-television Services is a free, independent dispute-resolution body. It handles complaints about phone, internet and TV services that the provider has not resolved.

Do I have to wait before contacting the CCTS?

There is no fixed waiting period. The CCTS expects you to give the provider a reasonable opportunity to understand and resolve the issue first. If the provider refuses, stalls or closes the complaint without a resolution, you can file. After the CCTS refers the complaint, the provider usually has 20 days to respond.

How long does a CCTS complaint take?

The CCTS reviews the file after you file, then gives the provider about 20 days to respond. Simple cases can settle in weeks; a formal decision can take a few months. Respond quickly to requests for information and keep the portal updated.

Sources

Where this information comes from

Provisional entry

Compiled from official provider and regulator pages, last checked 2 Nov 2026. Contact details change — confirm on the official page before relying on them.

How we verify pages

Keep going

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Broadband, mobile & home phone · Canada

How to file a CCTS complaint in Canada

The free telecom dispute body can order credits and corrections. Here is the 14-day rule, the evidence it expects and how to frame your case.

1-866-558-2273 Steps Letter