At TELUS we value diversity and inclusiveness and support a work environment where
all individuals, including those with varying abilities, are treated with dignity
and respect. Our workplace culture extends to our customers, together with a commitment
to accessibility for all.
Accessible customer service
TELUS strives at all times to provide products and services in the communities we
serve in a way that respects the dignity and independence of all customers, including
those with varying abilities.
Assistive devices
We will ensure our employees are trained to serve customers with varying abilities
and are familiar with wheelchairs, screen readers, listening devices, canes or other
assistive devices that may be used by customers to access our products and services.
Communication
We will communicate with customers with varying abilities in ways that best meet
their needs.
Use of service animals and support persons
Customers are welcome to bring a service animal or support person to our locations
open to the public to assist them in accessing our products and services.
Notices of temporary disruption
- We will provide prompt notification of any disruption to our services or facilities
for customers.
- We will post notices in accessible formats in public entrances where customers access
our products and services with information regarding the reason for the disruption,
its anticipated duration, and a description of alternative facilities and services,
if available.
- Depending on the nature of disruptions, we will also use other accessible communication
channels, such as messages on our website and recorded messages you can listen to
when you call our customer service number.
Training for employees, volunteers and others who serve our customers on our behalf
TELUS will provide training on customer service accessibility standards to all employees,
volunteers and others who support our customers.
Feedback
TELUS is committed to providing excellent customer service and welcomes customer
input to improve the accessibility of products and services. We offer a variety
of ways for you to provide feedback. Please include your name, telephone number,
any alternate contact information and your questions and/or comments.
For TELUS Health & Financial Solutions:
An employee will acknowledge receipt of your inquiry within five to ten business
days. If you have a complaint, it will be addressed according to our standard complaint
management process.
Our ongoing commitment
We are committed to ensuring our customer service policies and processes respect
and promote the dignity and independence of all customers. We will continue to update
our policies as needed to maintain our commitment to accessibility. If you have
any questions, please email us at
diversity@telus.com.