How to File a Complaint About Telus
A guide for Telus customers who need to escalate beyond customer service.
Telus Corporation is one of Canada's major telecommunications companies, offering television (Optik TV), internet, wireless, and home phone services under the Telus, Koodo, and Public Mobile brands. If Telus has not resolved your issue through their customer service channels, you have escalation options.
Last updated: September 2026
Koodo or Public Mobile customer? Use the guide written for your brand: Koodo complaint guide · Public Mobile complaint guide.
Where to File
| Your Issue | Where to File |
|---|---|
| Billing errors, unauthorized charges, contract disputes | CCTS |
| Unwanted services on your bill that Telus won't remove | CCTS |
| Service quality, outages, slow internet | CCTS |
| Optik TV equipment problems or fees | CCTS |
| Content concerns on channels carried by Telus | CRTC or CBSC |
| Loud commercials | CRTC |
| Privacy violations | Office of the Privacy Commissioner |
Most Telus complaints go to the CCTS. Note that Telus is primarily a distributor (it carries other broadcasters' channels) rather than a content creator, so content complaints are usually about the broadcaster, not Telus itself.
What's Changing in 2027
The CRTC's Telecom Regulatory Policy 2026-78 (April 24, 2026) requires Telus to allow customers to cancel or modify their internet and cellphone plans through self-service tools — an app, a website, or email — by April 26, 2027. Customer-initiated changes must take effect immediately, and Telus must provide written confirmation of any self-service action.
In addition, Telecom Regulatory Policy 2026-43 prohibits activation, change, and cancellation fees as of June 12, 2026. Together, these rules make it easier to leave or downgrade a Telus internet or wireless plan without penalty or friction.
Charged a $15 SIM or eSIM fee by TELUS? That exact fee is before the CRTC in a show cause proceeding, with penalties of up to $10 million on the table. The comment period closed August 31, 2026 and a decision is pending. Read what we know →
These rules apply to internet and cellphone plans. They do not currently apply to Telus television or broadcasting distribution services.
Before You File
- 1Contact Telus first. Call 1-888-811-2323 or use the Telus online chat. Document the conversation.
- 2Escalate within Telus. Ask for a supervisor, then file a complaint with the Telus Management Team (how, below).
- 3Keep records. Date, time, representative name, reference number, and the substance of what they said.
- 4Save your bills. Keep copies of any bills showing disputed charges.
Escalating Within Telus: The Management Team
Telus's published complaint process (Resolve a Concern) has two internal steps:
- Customer Care — by phone, TELUS Expert Messaging in the app, or chat. Give them a chance to fix it, and keep the agent names and reference numbers.
- The Management Team — if Customer Care hasn't resolved it, file a complaint with the Telus Management Team from the Resolve a Concern page. Pick your customer type (Mobility, or Home Services for Optik TV, internet and home phone), sign in to My TELUS, and a messaging window opens where you submit the complaint. Summarize the issue, the dates you called, who you spoke with, and the resolution you want.
Telus says it responds within one to two business days with either a scheduled call from its Customer Resolution Management Team or a written response to your concerns.
Koodo and Public Mobile: Koodo complaints go to a separate Koodo Management Team, and Public Mobile runs its own complaint page. See the Koodo guide or the Public Mobile guide.
Looking for the Telus ombudsman, Office of the President, or executive office?
Telus's current published complaint process doesn't use any of those names — the Management Team complaint above is the executive escalation path those searches lead to. The independent, ombudsman-style body for unresolved Telus complaints is the CCTS (1-888-221-1687) — free, external to Telus, and able to order refunds. You don't need a head-office address or an executive's name: the Management Team complaint reaches the people who handle executive escalations, and the CCTS is the lever above it.
That $15 TELUS SIM fee is still before the CRTC
TELUS's SIM and eSIM fee is in a show-cause proceeding with penalties up to $10 million. Comments closed August 31 and a decision is pending — we'll send one email when the Commission rules, and what it means for your bill.
Filing with the CCTS
- Go to the CCTS complaint form
- Select Telus as your service provider
- Describe the issue and the resolution steps you've already taken
- Include your Telus account number and any reference numbers
- Telus must report back to the CCTS within 20 days
For the full process, deadlines, and a template, see our complete CCTS complaint guide.
Complaints about what was broadcast
If the problem is content carried on Optik TV rather than your bill or service, the complaint is about the broadcaster that made it, not Telus, and it goes to the CRTC. Our CRTC complaint walkthrough covers the form, the four-week window on broadcast content, and what to include.
Related Resources
- Complete guide to filing a CCTS complaint
- Complete guide to filing CRTC complaints
- How to intervene in CRTC hearings
- Take action for better broadcasting