TELUS

At TELUS we value diversity and inclusiveness and support a work environment where all individuals, including those with varying abilities, are treated with dignity and respect. Our workplace culture extends to our customers, together with a commitment to accessibility for all.

Accessible Customer Service

TELUS strives at all times to provide goods and services in the communities we serve in a way that respects the dignity and independence of all customers, including those with varying abilities.

Assistive devices

We will ensure our employees are trained and familiar with various assistive devices (i.e. wheelchair, screen reader, listening device or cane) that may be used by customers with varying abilities while accessing our goods and services.

Communication

We will communicate with customerswith varying abilities in ways that best meet their needs.

Use of service animals and support persons

Customers are welcome to bring a service animal or support person to our locations open to the public to assist them in accessing our goods and services.

Notices of temporary disruption

Consistent with our current practices for customers, any disruption to our services or facilities for customers, including those with varying abilities, will receive notification promptly.

Notices will be communicated in accessible formats in public entrances where customers access our goods and services with information regarding the reason for disruption, its anticipated length of time, and a description of alternative facilities and services, if available.

Depending on the nature of disruptions, notices will also be provided using other accessible communication channels.

Training for employees, volunteersand others who serve our customers on our behalf

TELUS will provide training in accordance with this policy on customer service accessibility standards to all employees, volunteers and others that support the communities we serve in accessing our goods and services.

Feedback

TELUS is committed to providing excellent customer service and welcomes customer input to improve the accessibility of goods and services. TELUS offers a variety of ways for our customers to provide feedback. Please include your name, telephone number, any alternate contact information and reason for call in your correspondence.

For wireless product and servicecontact:

• Phone: 1-866-558-2273
• Mail: TELUS Mobility inquiries:

TELUS Mobility Client Care

200 Consilium Place, suite 1600

Scarborough, Ontario

M1H 3J3

Any feedback on any other product or service:

• Phone: 1-866-558-2273
• TELUS Relay Service: dial 711 toreach a TTY operator
• Online
• Use Site feedback form at top of customer feedback page
• Mail: General
  TELUS Client Care
  PO Box 7575
  Vancouver, BC
  V6B 8N9

All feedback will be directed to the appropriate employee for a response and follow up.

Customers can expect a response back within 5-10 business days. Complaints will be addressed according to our organization’s regular complaint management processesin the customer service area you are dealing with.

Modifications to this policy or any policy that impacts accessibility for our customers

TELUS is committed to ensuring all customer service policies and processes respect and promote the dignity and independence of all customers, including those with varying abilities. In accordance with policy review standards, policy updates will be ongoing to ensure our commitment to accessibility is met.

Questions on this policy can bedirected to: diversity@telus.com