Statement from Zainul Mawji, VP Home Solutions and Complementary Channels, TELUS
August 20, 2018
At TELUS, our priority is putting our customers first, which is why we do not tolerate unethical
sales practices, period. When it comes to customer experience, we’ve clearly differentiated
ourselves from our competitors. Our compensation practices and ethics policies clearly forbid
inappropriate sales practices, and our metrics - specifically CCTS results, where TELUS has
had the fewest complaints of any national carrier for the last six years, and our industry-leading
customer loyalty rate, which has been unmatched for more than 10 years - demonstrate our
leadership in being clear and transparent with customers. On the rare occasions where we don’t
meet our customers’ expectations, we work directly with them to resolve the issue and use the
learning as an opportunity to make improvements going forward.
In response to negative media coverage about our national competitors, the CRTC is
investigating aggressive and misleading sales practices across the broader telecom sector. It is
important to note that TELUS’ sales practices have not been the focus of any media coverage,
and CBC shared with us that they received a very low volume of concerns about TELUS in
comparison to our peers. We won’t be satisfied until we have zero customer complaints, and we
sincerely hope that this isolated incident doesn’t overshadow the thousands of positive
customer interactions we have every day.
Mr. Buhler’s monthly bill fluctuated during the course of his three-year contract due to moderate
price increases, changes to his TV channel selection, and bundle and loyalty discounts. Upon
hearing his concerns, we provided Mr. Buhler with loyalty discounts in an effort to make it right.
We are sorry that Mr. Buhler doesn’t feel we resolved the situation to his satisfaction, and when
he closed his account, we reimbursed Mr. Buhler with $163.80, which is the difference he was
charged compared to what he believed he would pay throughout his three-year term, as an act
of good faith. We’ve also taken the opportunity to learn from his concerns. It is worth noting that
Mr. Buhler’s was an unusual situation that is not representative of our customer service promise,
nor is it reflective of the thousands of positive interactions we have with our customers each
day.
Each year TELUS invests billions of dollars across Canada to stay ahead of the demand for
enhanced services for our customers. We do not take the decision to increase prices lightly, and
when the cost of delivering services increase, we always look for ways to maintain our
investments and keep prices the same for our customers. When we do need to increase the
price of a service, we keep price increases as moderate as possible and provide advanced
notification to our customers.
We are actively preparing our submission for the CRTC, which will demonstrate that our
policies, our processes and our customer service track record clearly set us apart from our
peers. We will continue to put our customers first and ensure every customer receives the

 assistance they need through a positive interaction with a brand they can trust.