Helping improve your TELUS experience
As part of our commitment to accessibility, as explained in the TELUS Accessibility Policy, we provide a number of services that help people get the most from our plans and devices.
Hearing/speech accessibility services
Our relay call services can help you call regular phones using your Teletypewriter or internet-connected computer or mobile device.
Accessible rate plans
See if you are eligible for discounted phone plans that are designed for people living with particular accessibility needs.
Text with 911
We support this free emergency texting service for deaf, hard of hearing and customers with speech disabilities.
Alternative document formats
We provide alternative format options, such as large text or braille, for bills, customer service agreements and other important documents.
Directory and operator assistance
Learn how TELUS can help with directory and operator assistance access. Apply for exemption from directory assistance charges.
Hearing/speech services
Relay services can help you send and receive calls using the best method for your needs, such as your Teletypewriter or computer, smartphone or tablet with an internet connection.
TELUS IP Relay Service calls
Deaf, deaf-blind, hard-of-hearing, or customers with speech disabilities can use TELUS IP Relay Service to make and receive calls to a hearing party using an internet connected computer or mobile device by typing their conversation to a TELUS IP Relay agent, who then reads the typed conversation to the other party. The TELUS IP Relay agent then types the other party's spoken words back to the IP Relay user.
How to access TELUS IP Relay
From a PC or tablet
Connect to
http://iprelay.telus.net/
from your PC or tablet to both register for IP Relay Service and to log in with your access number and password to place calls.From a smartphone
You can access IP Relay from a smartphone in 1 of 2 ways. Either connect to our mobile-friendly web platform at
http://iprelay.telus.net/
or download the TELUS IP Relay app from Google Play or the App Store.Benefits to customers:
Easy: All you need to use TELUS IP Relay is a computer or mobile device with an internet connection.
Affordable: There is no charge for using the TELUS IP Relay Service to place local calls or long-distance calls within North America using a computer or mobile device. For wireless smartphone devices, all applicable usage charges still apply. International calls are billed at regular long-distance rates.
Confidential: Calls placed through the TELUS IP Relay Service are entirely confidential and your conversations are not recorded or stored. TELUS Relay agents are professionally trained and follow a strict code of ethics. No record of conversation content is retained.
TELUS Relay Service calls
TELUS Relay Service (TRS) enables customers who are deaf, hard-of-hearing or who experience difficulty with speech, and use a Teletypewriter (TTY), to communicate with voice phone users through a TELUS relay agent. The TELUS agent receives your message content by TTY text. They then read out the typed conversation to the person you are calling, and then types their responses back to you.
Voice Carry Over (VCO) calls
If you can speak clearly and use a TTY to see what the other person is saying, you can request VCO when you place your TRS call. The TELUS relay agent will type what the person says to you, while you can speak for yourself.
Hearing Carry Over (HCO) calls
If you can hear but use a TTY to type what you want to say, you can request HCO when you place your TRS call. The TELUS relay agent reads out what you type to the person you call, and you can hear what they say to you.
Benefits to customers:
Convenient: TRS is available 24 hours a day, 7 days a week.
Free: There is no charge for using the TRS to place local calls.
Confidential: Calls placed through the TRS are entirely confidential and your conversations are not recorded or stored. TELUS Relay agents are professionally trained and follow a strict code of ethics. No record of conversation content is retained.
Accessible rate plans
TELUS offers flexible and discounted home and mobile phone rate plans designed for people with various accessibility needs.
Discounted mobile phone rate plans
TELUS offers a $20 monthly discount on TELUS consumer smartphone plans. If you are a customer with a disability, you may be eligible for a discounted mobile service plan. Participants in our Tech for Good™ program may also be eligible for this discount.
These plans include unlimited access to the SRV Canada VRS Video Relay Service (VRS), which enables people to have video conversations over the internet. It is available in Canada in American Sign Language (ASL)/English and Langue des Signes Québécoise (LSQ)/French.
How to apply
To learn more, contact one of our client care representatives at
1-866-558-2273
and inquire about the TELUS accessibility discount. If you use a teletypewriter (TTY), TELUS Relay Service
is available 24 hours a day, 7 days a week by dialing 711
.Discounted home phone rate plans
Eligible customers can receive long distance discounts when calling through TELUS Relay Service.
British Columbia home phone registered users:
- Long distance calls originating in BC placed through the TELUS Relay Service are discounted 87.5% of the basic toll rate per minute (or a fraction thereof) on calls to BC or Canada. Alternatively, they are rated according to the client's applicable TELUS long distance plan
- Calls billed to the originating telephone number are charged direct-dial rates.
Alberta home phone registered users:
- Long distance calls originating in Alberta placed through the TELUS Relay Service are discounted 87.5% of the toll rate per minute (or a fraction thereof) on calls to Alberta or Canada
- Calls placed to the US or overseas are not eligible for the 87.5% discount
- Calls billed to the originating phone number are charged direct dialed rates.
How to apply
To register for long distance discounts when calling through TELUS Relay Service, please fill out the TELUS home phone customer accessibility application form below. If you require further assistance specific to your TELUS home phone accessibility application, you can:
- Email[email protected](please indicate TELUS accessibility application in the subject line).
Text with 911
Text with 911 is a free emergency texting service for deaf, hard-of-hearing and speech-impaired customers who need to reach a 911 operator. It is not yet available in all communities. Registration is required and is free of charge.
Alternative document formats
TELUS offers a range of alternate formats to help you access important information and documents, such as bills, bill inserts and customer service agreements.
Electronic billing
Go paper-free with e.Bill and start receiving your TELUS bill online at no additional cost. It's a great way to save paper, reduce clutter and help the environment. Enjoy:
- Complete, detailed billing at no cost
- Email and/or text notification when your e.Bill is ready
- 18 months of billing history to file, save or print
- Secure online account access
- The ability to increase the font size on your computer screen.
Braille or large print bills
TELUS Mobility or Home Phone customers with a visual disability can choose from the following accessible bill formats:
- Large print: TELUS bills printed on 8.5" x 11" landscape as well as on regular sized paper. The enlarged bill cannot be used for payments at a bank or financial institution.
- Braille: TELUS bills translated into grade 1 Braille.
How to request alternate formats
To apply for an accessible bill format, please complete either the TELUS mobility customer accessibility application form or the TELUS home phone customer accessibility application form. You can also contact us for assistance.
Need help applying?
If you need help with your TELUS home phone or mobility accessibility application, contact us for additional assistance.
Directory and operator assistance
We provide help with directory and operator assistance access, including accessibility exemptions.
Calling directory assistance with a Teletypewriter
If you use a teletypewriter (TTY) and need a phone number, you can request a
TRS agent
to place a call to directory assistance for you. Please provide the specific town or city, address and the name of the person or business.Please note: Directory assistance charges apply unless you are registered for directory assistance exemption.
Making calls with operator assistance
If you need help using a telephone, TELUS operators are there for you. We’ll help you make calls within Canada and to the US. Just identify yourself as a "B" customer.
Do you call businesses with Interactive Voice Response (IVR) systems? Our operators will help you navigate the menu options in order to reach a live person.
Please note: Operator assistance surcharges apply unless you are registered for accessibility exemption.
Accessibility exemption
We offer accessibility exemptions for:
- Local directory assistance calls and long-distance directory assistance calls within Canada and the US
- Operator assistance to make calls within Canada and the US.
You may qualify for accessibility exemption if you are a TELUS residential customer who can’t use directory or operator assistance due to impairment. You may also have to get certified by an organization, physician or individual approved by TELUS.
TELUS mobility customers will see the eligible directory assistance charges credited on their statement. To apply for exemption, please complete either the TELUS mobility customer accessibility application form or the TELUS home phone customer accessibility application form.
Need help applying?
If you need help with your TELUS home phone or mobility accessibility application, contact us for additional assistance.