Telus 2014 Annual Report Download - page 18

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Going to market as one team under a common brand, executing a single strategy
Our top corporate priority is putting customers first as we strive to consistently deliver
exceptional client experiences and become the most recommended company in the
markets we serve.
By the end of November 2013, we adjusted our practices as necessary to achieve
compliance with the requirements of the CRTC’s Wireless Code, which came into effect
on December 2, 2013. We support the Code, and have been the leader in adopting
many of its customer-friendly provisions long before the Code was drafted. Some of the
customer-friendly initiatives we introduced over the past few years include: the
elimination of extra fees for system access and carrier 911 services on all our Clear &
Simple rate plans (2009); anytime upgrades, removing cancellation fees in favour of a
simple device balance (2010); notifications for data usage in Canada and while roaming
abroad to increase awareness of costs (2010); easy and inexpensive device unlocking
after 90 days (2011); clear, simple and plain language service terms (2011); the
elimination of device activation fees for new and renewing customers (2012) and the
introduction of Share Plus plans (2013) and Your ChoiceTM plans (2014).
To fully align with the Code, we made several modifications to policies and procedures.
We implemented domestic and international data blocks and notifications at $50 and
$100, respectively, to help customers control their data usage and complement our
industry-leading notifications capability. In the summer of 2013, we introduced two-year
pricing plans. These plans offer data sharing and unlimited nationwide talk and text and
enable customers to upgrade to a new device after two years instead of three. In
addition, customers can upgrade at any time if they pay off their device balance.
In addition, in 2013 we launched Canada’s first network experience mobile application,
which enables customers to help us address coverage opportunities, and we have
introduced travel roaming packages.
To help reduce theft of wireless devices, we worked with the Canadian Wireless
Telecommunications Association (CWTA) and its wireless carrier members to implement
a blacklist of wireless devices that have been reported lost or stolen. Effective
September 30, 2013, the authorization of any GSM (Global System for Mobile
communications), HSPA, HSPA+ or LTE wireless device on any participating Canadian
carrier’s network will include the verification of the IMEI (international mobile equipment
identity) number of the device to ensure it has not been reported as lost or stolen on that
network or any other participating Canadian network. The blacklist will also include
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 (CCTS) for the third consecutive year. TELUS was the subject of 5.8% of the
total complaints submitted to the CCTS for all providers, an amount that was lower than
complaints reported for other national carriers, according to the CCTS’ annual report.
Additionally, complaints related to TELUS decreased by 26% in 2014, despite growth in
our wireless and wireline subscriber base.