Telus 2015 Annual Report Download - page 18

18
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.
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 includes 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 also includes 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 and our clear and simple approach have continued to
generate a substantial decline in the number of complaints submitted to the
Commissioner for Complaints for Telecommunications Services (CCTS) in 2015,
continuing our trend of consistent improvement since 2011. TELUS was the subject of
4.7% 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 29% in 2015 from a year
earlier, despite growth in our wireless and wireline subscriber base. Complaints related
to Koodo Mobile® increased by 1.7% from a year earlier, while Public Mobile achieved a
57% reduction in complaints compared to the previous year. With only 1.8% and 0.6% of
the total complaints, respectively, Koodo Mobile and Public Mobile continued to lead
their peer group of national carrier flanker brands with the lowest number of complaints
submitted to the CCTS.
Our customers first commitments underpin our internal goals and corporate priorities and
help us deliver an elevated experience to our customers. These four commitments are:
 We take ownership of every customer experience
 We work as a team to deliver on our promises
 We learn from customer feedback and take action to get better, every day
 We are friendly, helpful and thoughtful.
Investing in internal capabilities to build a high-performance culture and efficient
operation
On August 10, 2015, we announced leadership changes following an extensive review
by our Board of Directors (Board), which included the resignation of Joe Natale as
President and Chief Executive Officer (CEO) and as a member of the Board, with Darren
Entwistle resuming the role of President and CEO and Dick Auchinleck being named
independent Chair of the Board. Darren and Dick have both agreed to serve in these
capacities on a long-term basis.
Annually, we conduct team member Pulsecheck engagement surveys, administered by
Aon Hewitt, to gather confidential team member feedback about TELUS as a place to
work and measure our progress in establishing a high performance culture. Following
each survey, business units and departments use their Pulsecheck results to create and