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: March 2026

Where to File

Your IssueWhere to File
Billing errors, unauthorized charges, contract disputesCCTS
Unwanted services on your bill that Telus won't removeCCTS
Service quality, outages, slow internetCCTS
Optik TV equipment problems or feesCCTS
Content concerns on channels carried by TelusCRTC or CBSC
Loud commercialsCRTC
Privacy violationsOffice 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.

Before You File

  1. 1
    Contact Telus first. Call 1-888-811-2323 or use the Telus online chat. Document the conversation.
  2. 2
    Escalate within Telus. Ask for a supervisor or request escalation to the Telus executive response team.
  3. 3
    Keep records. Date, time, representative name, reference number, and the substance of what they said.
  4. 4
    Save your bills. Keep copies of any bills showing disputed charges.

Filing with the CCTS

  1. Go to the CCTS complaint form
  2. Select Telus as your service provider
  3. Describe the issue and the resolution steps you've already taken
  4. Include your Telus account number and any reference numbers
  5. Telus has 30 days to respond through the CCTS process

Filing with the CRTC

If your issue is about content carried on Telus Optik TV (rather than billing or service), the complaint is usually about the broadcaster who makes the content, not Telus. Identify the channel or service that produced the content and file accordingly.

For the full step-by-step process, see our complete CRTC complaint guide.

Related Resources

File a CCTS ComplaintFull Complaint Guide