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
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.
These rules apply to internet and cellphone plans. They do not currently apply to Telus television or broadcasting distribution services.
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.
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 or request escalation to the Telus executive response team.
- 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.
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 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.