Telus Raised Your Bill Again: Know Your Rights as a Canadian Consumer

Telus has raised prices on wireless plans and internet services in early 2026 — and complaints to Canada's telecom watchdog have surged 78 per cent in response. Here is what Canadian consumers need to know about their rights.

The Price Hike That Triggered a Complaint Avalanche

In January 2026, Telus quietly added price increases to millions of customer bills. Wireless plans on legacy month-to-month contracts went up by $7, while internet and TV services climbed $5 per month. Customers who noticed the change found the announcement buried in a bill insert — a practice the Canadian Radio-television and Telecommunications Commission (CRTC) is now under pressure to regulate more strictly.

The result: the Commission for Complaints for Telecom-television Services (CCTS) accepted a record 23,647 total telecom complaints in its most recent annual report (covering August 2024 to July 2025), with billing-related complaints rising 16 per cent — the highest level in five years. Telus alone recorded the largest single-provider increase, with accepted complaints up 78 per cent year over year.

These numbers reflect a broader crisis of trust between Canadian telecoms and the customers they serve.

What the CRTC Says You Can Do

The good news: Canadian law gives you specific options when a provider changes your rates mid-service.

Under federal telecom regulations enforced by the CRTC, if your service provider materially changes the price or terms of your contract, you have the right to cancel your service within 30 days without early termination penalties. This applies even if you are in a fixed-term contract. Telus has acknowledged this right publicly and confirmed customers can exit penalty-free within 30 days of receiving notice of a rate change.

You also have the right to dispute charges through the CCTS — a free, independent dispute resolution service. According to the CRTC's complaint guidance, if you cannot resolve a billing issue directly with your provider, you can escalate to the CCTS at no cost. The CCTS has the power to require refunds and service corrections.

A third option gaining attention: locking in rates. Telus is offering select customers the ability to fix their rates for five years on plans that include 5G+ data and unlimited talk and text. Whether this represents a genuine deal or a way to lock consumers into longer commitments requires careful reading of the terms — which is where a legal expert can help.

The Credit Card Fee Controversy

The CRTC is currently weighing Telus's plan to add credit card processing fees directly to customer bills — a move that has drawn new complaints from consumer advocacy groups. While credit card surcharges are permitted in some commercial contexts in Canada, adding them as a mandatory telecom bill line item raises questions about full-cost disclosure and informed consent under the Wireless Code and Internet Code.

This is one area where the regulatory landscape is evolving fast. Consumers who believe they have been charged fees that were not disclosed at the time of signing their service agreement may have grounds for a complaint.

When Should You Talk to a Lawyer?

Most billing disputes can be resolved through the CCTS, and you do not need a lawyer for that process. (If you have recently navigated another consumer dispute — like a concert cancellation refund — many of the same principles apply.) But there are situations where legal counsel adds real value:

• Your provider refuses to honour a cancellation right you believe you are entitled to under the CRTC's Wireless Code or Internet Code.
• You signed a contract with early termination fees and want to know whether a price change voids those obligations.
• You are a small business disputing a commercial telecom agreement — business accounts are treated differently than consumer accounts and have fewer automatic protections.
• Class action participation: If Telus or another telecom is subject to a class action over billing practices, you may have the right to join or opt out — decisions that benefit from legal review.

A lawyer specializing in consumer protection or telecommunications law can review your contract, assess whether the price change triggered your right to exit, and represent you in more complex disputes where the CCTS process is not sufficient.

Your 5-Step Action Plan

1. Check your bill: Log into your Telus account and compare your current charges with your original plan agreement. Screenshot the discrepancy.
2. Contact Telus directly: Call or chat with customer service and ask them to explain the increase in writing. Note the representative's name and the date of your call.
3. Exercise your 30-day right: If you received a rate increase notice in the past 30 days and want to leave, request cancellation in writing immediately — electronic communication is acceptable.
4. File with the CCTS: If Telus does not resolve your complaint within 30 days, submit a formal complaint at ccts-cprst.ca. The process is free and usually takes 60–90 days.
5. Get legal advice for complex cases: If the amounts are significant, your business is affected, or Telus refuses your cancellation, consult a consumer rights or telecommunications lawyer.

The Bigger Picture: Canada's Telecom Pricing Problem

Canada consistently ranks among the most expensive countries in the world for wireless services, according to data from the CRTC and independent analyses. The Telus price increases in early 2026 come against a backdrop of intensifying competition — Rogers, Bell, and Telus are all navigating a pricing war driven by new MVNO (Mobile Virtual Network Operator) entrants — but competition has not yet translated into lower bills for most legacy customers.

Consumer advocates have called on the CRTC to strengthen the Wireless Code and Internet Code to require advance notice of at least 30 days before any price increase takes effect, along with plain-language disclosure in the customer's primary communication channel (not just a bill insert).

Until those changes arrive, the responsibility for protecting yourself falls on you. Knowing your rights is the first line of defence.

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This article provides general information about Canadian telecom consumer rights. It does not constitute legal advice. For guidance specific to your situation, consult a qualified lawyer in your province.