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Accessibility at TELUS


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Frequently Asked Questions

1.    What is the Accessibility for Ontarians Disability Act (AODA)?

  • It is legislation for Ontarians with disabilities passed on June 13, 2005 to ensure businesses in the private and public sectors implement accessibility standards. 
  • The goal is to make Ontario accessible for people with disabilities by 2025. Through province-wide accessibility standards, the provincial government is committed to improving accessibility by identifying, breaking down and preventing barriers to accessibility.
  • Did you know that one in seven people in Ontario have a disability?  Over the next 20 years, that number will likely rise as the population ages. The act ensures every person who lives or visits Ontario can participate and benefit fully from activities in the community and services offered by businesses – both large and small.
  • Ontario’s new Accessibility Standard for Customer Service (part of AODA) is about providing good customer service to everyone.
  • The Accessibility Standard for Customer Services applies to all organizations in Ontario with one or more employees. There are four things TELUS and other organizations need to do:
    • Create an accessibility plan
    • Provide training to our frontline team members
    • Record what we do
    • Let Ontario’s Ministry of Community and Social Services know how we’re doing to better serve the needs of all customers

2.    What is TELUS doing for people with disabilities?

  • 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.
  • This means:
    • We have an accessible customer service policy
    • Our team members assist any customer who needs help to access our products and services
    • We have documented our plans for customers and team members to see
    • We invite feedback from our customers
    • We listen to the feedback and take appropriate action to continuously improve our service
    • We have a team member resource group that works with TELUS to improve our policies and programs for people with varying abilities
    • We offer an online special needs centre on outlining our diverse service options for customers with varying abilities.  For example, we offer TELUS Relay Service and Hearing carry over to help our customers communicate and access our products and services more easily
    • We offer video relay service to help deaf and hard-of-hearing team members to communicate more easily and effectively
    • We continue to work on making our websites more accessible. For example, we will be adopting the Web Content Accessibility Guidelines 1.0 created by theWorld Wide Web Consortiums (W3C) Web Accessibility Initiative (WAI)
    • Customers with varying abilities can apply for exemptions from directory assistance charges or to receive their TELUS bill in alternate formats.
    • We have individualized emergency response plans for all employees requiring assistance and accommodation.

3.    How do we define a disability or varying ability?

Autism, blindness, epilepsy, dyslexia and paralysis are among many illnesses, disorders and conditions affecting millions of Canadians. Below are the types of disabilities among Canadian adults, as reported by Statistics Canada:

  • Hearing: Difficulty hearing what is being said in a conversation with one other person, in a conversation with three or more persons or in a telephone conversation
  • Seeing: Difficulty seeing ordinary newsprint or clearly seeing the face of someone from four metres (12 feet)
  • Speech: Difficulty speaking and/or being understood.
  • Mobility: Difficulty walking half a kilometre or up and down a flight of stairs, about 12 steps without resting, moving from one room to another, carrying an object of 5kg (10 pounds) for 10 metres (30 feet) or standing for long periods
  • Agility: Difficulty bending, dressing or undressing oneself, getting into and out of bed, cutting own toenails, using fingers to grasp or handling objects, reaching in any direction (for example, above one’s head) or cutting own food
  • Pain: Limited in the amount or kind of activities that one can do because of a long-term pain that is constant or reoccurs from time to time, for example, recurrent back pain
  • Learning: Difficulty learning because of a condition, such as attention problems, hyperactivity or dyslexia, whether or not the condition was diagnosed by a teacher, doctor or other health professional
  • Memory: Limited in the amount or kind of activities that one can do due to frequent periods of confusion or difficulty remembering things. These difficulties may be associated with Alzheimer’s disease, brain injuries or other similar conditions
  • Developmental: Cognitive limitations due to the presence of a developmental disability ordisorder, such as Down syndrome, autism or mental impairment caused by a lackof oxygen at birth
  • Psychological: Limited in the amount or kind of activities that one can do due to the presence of an emotional, psychological or psychiatric condition, such as phobias, depression, schizophrenia, drinking or drug problems

4.    Where can I find more information about AODA?

  • You can learn more about AODA on the Ontario Ministry of Community and Social Services website.
  • Information about accessibility at TELUS can be found in the Consumer andDiversity sections of as well as the Diversity site on Habitat (for TELUS team members only)

5.    Who do I contact for more information or to provide feedback?

  • Team members are welcome to ask questions and provide feedback via email to the Diversity team.
  • Team members with varying abilities  that want to help promote inclusiveness areinvited to join our new team member resource group: TELUSAbilities Network.

  • Customerswith varying abilities can get in touch with us in a number of ways:

       For wireless products and services:

  • 1-866-558-2273
  • TELUS Relay Service: dial 711 to reach a TTYoperator
  • Online/email
  • Mail:

TELUS Mobility Client Care
200 Consilium Place, suite 1600
Scarborough, Ontario
M1H 3J3

For our otherproducts and services:


  • Phone: 310-2255
  • TELUS Relay Service: dial 711 to reach a TTY operator
  • Online/email:
  • Use the site feedback form at the top of the customer feedback page
  • Mail:

TELUS Client Care
PO Box 7575
Vancouver, BC
V6B 8N9

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