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Keeping the focus on zero complaints


The Commissioner for Complaints for Telecommunications Services (CCTS) issued its first mid-year report recently. TELUS once again accounted for the lowest number of customer complaints of any national carrier —only 4.4 percent of the total complaints or 243 complaints to be exact. To read more on TELUS’ results, please see my colleague Brent’s blog post.

Since its inception in 2008, the CCTS has helped Canadian customers and service providers resolve complaints by working with both parties to find a resolution. Today, the CCTS report is a benchmark in our industry, a measure of service providers’ commitment to customer service and a clear reflection of our performance. At TELUS, we’ve made it our top priority to offer the best customer experience in the industry, and we’re doing everything we can to ensure fewer and fewer complaints end up on the Commissioner’s desk.

The Canadian Radio-television and Telecommunications Commission (CRTC), our industry regulator, recently issued a series of decisions stemming from the Let’s talk TV hearing that took place in the fall of 2014. The decisions have the power to change the future of TV in our country.

There’s one important decision that will make a big impact on both service providers and customers and it’s the CRTC’s proposal to create a Television Service Provider Code of Conduct – something TELUS had been advocating for, for a number of years. Similar to the Wireless Code, which TELUS proposed, the TV code would establish a common set of rules and expectations for the delivery of broadcasting services to customers. The CRTC is asking Canadians for comments on the proposed code and you can participate in the conversation here.

The commission has proposed that, like for the Wireless Code, the CCTS act as ombudsman to handle consumer broadcasting complaints covered by the new TV code. Over the years, the CCTS has contributed to raising the bar on customer service in our industry, and the work they do is extremely important. We know that their experience and expertise in dealing with customer complaints will help just as much in resolving complaints over broadcasting services than they do with wireless and other issues.

Putting customers first is in our DNA; it’s who we are when it comes to dealing with each and every single customer, no matter what service they have. It’s that simple. We are doing well on the wireless and Internet side and we intend to do just the same on the TV side. In fact, in its most recent decision the CRTC recently called out TELUS’ Optik TV theme pack as a great example of the type of programming choices that should be available to Canadians. So, you have our word that we won’t stop our efforts until we hit zero complaints.