Telus 2013 Annual Report Download - page 17

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devices reported lost or stolen by U.S. carriers that are connected to the GSM
Association IMEI database. In addition, Canadians who purchase a wireless device from
a private source can use a convenient tool on ProtectYourData.ca to check if the IMEI
number of the device has been reported lost or stolen.
Our customers first initiatives have contributed to a substantial decline in the number of
complaints submitted to the Commissioner for Complaints for Telecommunications
Services for the second consecutive year. Complaints related to TELUS decreased by
27% in 2013, while, in contrast, complaints increased by 26% for the
telecommunications industry as a whole.
For information on collective agreements, see Employee relations.
For information on our 2013 normal course issuer bid, see Capital Structure of TELUS.
For additional details on 2013 developments and other events or conditions that
influenced our general development, see the MD&A Section 2.2 Strategic imperatives,
as well as progress on our corporate priorities in MD&A Section 3: Key performance
drivers. For a discussion of changes in our business expected in 2014, see MD&A
Section 9: General outlook and assumptions.
For a review of the events and conditions that influenced our general development
during 2011 and 2012, and how our business developed over those two years, see the
2011 and 2012 Management’s Discussion & Analysis, Section 1.2 Canadian economy
and telecommunications industry (2011), Section 1.2 Canada’s economy and
telecommunications industry (2012), Section 2.2 Strategic imperatives, as well as
progress on our corporate priorities for the relevant year in Section 3: Key performance
drivers.
EMPLOYEE RELATIONS
As at December 31, 2013, we employed approximately 43,400 employees, including
approximately 14,950 employees in TELUS International located outside of Canada.
Approximately 12,500 of our employees are represented by a trade union and covered
by a collective agreement.
We are signatories to five collective agreements. The largest agreement is with the
Telecommunications Workers Union (TWU), covering approximately 10,925 clerical,
operator services and technical employees in the wireless and wireline segments across
Canada. The current collective agreement with the TWU came into effect on June 9,
2011 and expires on December 31, 2015. In Quebec, in addition to employees covered
by the TWU agreement, there are approximately 1,515 employees in the wireline
segment covered by two collective agreements with two other unions. The agreement
with the Syndicat Québécois des employés de TELUS (SQET) which covers
approximately 885 trades, clerical and operator services employees came into effect on
August 5, 2010 and expires on December 31, 2014. Negotiations for renewal of this
collective agreement are expected to commence in the fall of 2014. The second wireline
agreement with the Syndicat des agents de maîtrise de TELUS (SAMT) that currently
covers approximately 630 professional and supervisory employees came into effect on
December 6, 2012 and expires on March 31, 2017. The SAMT also represents a small
number of employees in the wireless segment under a separate collective agreement.