Telus Complaint Letter Template (Canada)

Having billing issues, unexpected charges, or service problems with Telus Mobility, Telus Internet, or Optik TV? This page provides a structured Telus complaint letter template you can adapt to your situation. Generate a customized version with the free Dispute Letter Generator.

If your issue is not resolved after using this letter, you may be able to escalate your complaint to the Commission for Complaints for Telecom-television Services (CCTS), after first giving Telus a chance to respond.

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When to Use This Telus Complaint Letter

  • Incorrect data, talk, or roaming charges on your Telus Mobility bill
  • Charges after you cancelled your Telus service
  • Telus Optik TV or Internet billing errors
  • Promotional pricing or credits not applied as promised by Telus
  • Disputes over early cancellation fees or device financing
  • Service outages where you were still billed in full
  • Unauthorized plan changes or add-on services
  • Telus Home Services or SmartHome Security billing disputes

For a broader overview of available templates, see the Dispute Letter Templates hub or the general Telecom Dispute Letter template.

Telus Complaint Letter Example

You can copy and adapt this example for your Telus dispute, or use it as a starting point in the generator.

[Your Name]
[Your Address]
[City, Province, Postal Code]
[Email Address]
[Phone Number]

[Date]

TELUS Communications Inc.
Customer Relations Department
510 West Georgia Street
Vancouver, BC V6B 0M3

Re: Billing Dispute – Telus Account [Account Number]

Dear Telus Customer Relations,

I am writing to formally dispute certain charges on my Telus account [account number] for the billing period [billing period], issued on [bill date]. I am a customer in [province].

The following charges appear to be incorrect or inconsistent with my agreed-upon plan:

- Date: [date], Amount: $[amount], Description: [description from bill]
- Date: [date], Amount: $[amount], Description: [description from bill]

On [date], I contacted Telus customer service by [phone/chat] to discuss these charges, but the issue remains unresolved. Based on the information provided when I signed up or changed my plan on [date], my understanding is that:

- [Brief explanation of why the charges are incorrect, unexpected, or unfair.]

In light of this, I request that you:

1. Review my account and billing history for the period in question; and
2. Reverse the disputed charges in the total amount of $[total disputed amount], or provide a clear written explanation of why they are valid.

Please confirm the outcome of your review in writing within 14 days. If we are unable to resolve this matter directly, I understand that I may refer the dispute to the Commission for Complaints for Telecom-television Services (CCTS).

I have attached copies of my bill and any relevant correspondence for your reference.

Thank you for your attention to this matter.

Sincerely,

[Your Name]

How to Escalate a Telus Complaint

Step 1: Contact Telus Directly

Start by contacting Telus customer service through their website, My TELUS app, or by phone. Document the date, time, and what was discussed. Keep reference numbers for all interactions.

Step 2: Send a Written Complaint

If phone support doesn't resolve your issue, send a formal written complaint using the template above. Written complaints create a paper trail and often receive more serious attention.

Step 3: Escalate to Telus Executive Relations

If standard customer service can't help, ask to escalate your complaint to Telus Executive Relations or the Office of the CEO. They handle complex or unresolved customer issues.

Step 4: File with CCTS

If Telus hasn't resolved your complaint after you've gone through their internal process, you can file a complaint with the Commission for Complaints for Telecom-television Services (CCTS). CCTS is a free, independent organization that handles unresolved telecom complaints in Canada. Visit ccts-cprst.ca to file online.

Step 5: CRTC (for Systemic Issues)

The Canadian Radio-television and Telecommunications Commission (CRTC) regulates Telus and sets the rules telecom providers must follow. While CRTC doesn't resolve individual disputes (that's CCTS), you can file a complaint about systemic issues or regulatory violations.

Your Rights as a Telus Customer

As a Telus Mobility customer, you're protected by the Wireless Code, which requires clear contracts, caps on data overage charges, and the right to cancel after 2 years without penalty. Telus must provide you with:

  • A Critical Information Summary of your contract terms
  • Notification before you exceed data caps
  • Clear billing with itemized charges
  • The ability to cancel or change plans with proper notice

For Optik TV customers, the Television Service Provider Code provides similar protections for TV services. This information is general in nature and does not constitute legal advice.

Common Telus Billing Issues

  • Promotional pricing not applied: Telus frequently offers promotional rates that aren't properly reflected on bills
  • Data overage charges: Unexpected charges for exceeding data limits on Telus Mobility
  • Cancellation fees: Disputes over device balances or early termination fees
  • Roaming charges: Unexpected international or US roaming fees
  • Bundle pricing errors: Optik bundles not discounted as promised
  • Unauthorized add-ons: Services or features added without consent
  • SmartHome Security charges: Disputes over security system billing or contracts
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Related Letter Templates

This tool provides general information and document templates, not legal advice. TELUS Communications Inc. is a registered trademark. DisputeLetter.ca is not affiliated with Telus.