TELUS Corporation operates as a communications technology company.
The company’s TELUS Health business is enhancing 76 million lives worldwide through innovative preventive medicine and wellbeing technologies. The company’s TELUS Agriculture & Consumer Goods business utilizes digital technologies and data insights to optimize the connection between producers and consumers.
TELUS Digital Experience (TSX and NYSE: TIXT) provides digitally enabled customer experience solutions and creates future-...
TELUS Corporation operates as a communications technology company.
The company’s TELUS Health business is enhancing 76 million lives worldwide through innovative preventive medicine and wellbeing technologies. The company’s TELUS Agriculture & Consumer Goods business utilizes digital technologies and data insights to optimize the connection between producers and consumers.
TELUS Digital Experience (TSX and NYSE: TIXT) provides digitally enabled customer experience solutions and creates future-focused digital transformations that are designed to stand the test of time. TELUS Digital’s approach incorporates agile methodologies and emphasizes teamwork and customer-centric practices. TELUS Digital’s global team supports client products and services, while also offering technological expertise to address customer experience, business challenges, risk mitigation, and process improvement.
The company provides a wide range of telecommunications technology solutions, which include: mobile and fixed voice and data telecommunications services and products; healthcare services, software and technology solutions (including employee and family assistance programs and benefits administration); agriculture and consumer goods services (software, data management and data analytics-driven smart-food chain and consumer goods technologies); and digital experiences; as well as related equipment. Data services include internet protocol; television; hosting, managed information technology and cloud-based services; and home and business security and automation. The company’s TELUS Digital subsidiary provides a portfolio of end-to-end, integrated capabilities, including digital solutions, such as cloud solutions and automation, trust, safety and security services, AI data solutions, including expertise in computer vision, and front-end digital design and consulting services. The company earns the majority of its revenue from access to, and usage of, its telecommunications infrastructure, and from providing services and products that facilitate access to, and usage of, its infrastructure, in addition to equipment revenue.
Segments
The company operates through TELUS Technology Solutions and TELUS Digital Experience segments.
TELUS Technology Solutions
This segment includes network revenues and equipment sales arising from mobile technologies; data revenues (which include internet protocol; television; hosting, managed information technology and cloud-based services; and home and business security and automation); healthcare services, software and technology solutions (including employee and family assistance programs and benefits administration); agriculture and consumer goods services (software, data management and data analytics-driven smart-food chain and consumer goods technologies); voice and other telecommunications services revenues; and equipment sales.
TELUS Digital Experience
This segment (formerly the digitally-led customer experiences – TELUS International (DLCX) segment), which has the U.S. dollar as its primary functional currency, is consisted of digital customer experience and digital-enablement transformation solutions, including artificial intelligence and content management, provided by the company’s TELUS International (Cda) Inc. subsidiary.
Products and Services
The company’s solutions and services are finding applications across a range of industry verticals, with a focus on its four key service lines: Customer Experience Management, Trust, Safety and Security, AI Data Solutions, and Digital Solutions. The company is positioned to address opportunities in these markets with a combination of skills, talent and advanced technologies, including continuously enhancing its capabilities through its proprietary platforms, such as Fuel iX.
Customer Experience Management (CXM): The company’s CXM market is undergoing significant change, partially driven by AI-powered solutions that are reshaping business strategies and approaches. The company’s solutions integrate skills and talent with digital and AI accelerators, such as its Fuel iX platform, to address these evolving market demands. The company’s extensive experience in managing large-scale customer interactions across various channels enhances its ability to recognize and profit from market opportunities. The company’s CXM offerings consist of:
Contact centre outsourcing: customer care, technical support, customer acquisition, accounts receivable management.
CX management services: workforce management solutions, learning excellence solutions, customer analytics.
CX consulting, which explores innovative solutions, such as digital maturity benchmarking and roadmapping; customer journey mapping and CX strategy development; digital transformation and omnichannel experience; culture and human change management; and business process transformation.
Trust, Safety and Security: The company’s that the rapid emergence of user-generated content and generative AI (GenAI) is driving a growing demand for digital risk management solutions that can help protect a client’s reputation, security and safety. The company’s solutions combine human intervention and technology automation to help its clients maintain a safe environment for their customers and employees, covering areas, such as social media and content moderation, channel and community management, user safety, identification verification and fraud detection. One of the company’s market differentiators is in how it prioritizes its team members’ well-being and workplace safety with support systems and resources in place to help them manage the challenges associated with handling sensitive content and situations. The company’s offerings in this area encompass:
Content moderation solutions: The company helps its clients engage with their customers while protecting their online reputations with its advertisement review and moderation and community management services.
Fraud prevention and detection: Adjacent to content moderation and part of the company’s broader trust, safety and security program, fraud prevention has become more critical across all industry verticals. The company’s services focus on promoting ethical conduct, protecting digital assets from misappropriation with identity verification and profile validation procedures, managing fraudulent statements, and preventing corruption or any other unlawful activity, such as account takeovers.
AI Data Solutions: The company’s data and AI market continues to offer growth opportunities, driven by investments in foundational model development and the demand for AI-powered solutions across industries. The company is well-positioned to support organizations throughout their AI journey, from data collection and enrichment to launching AI-driven experiences and managing complex AI ecosystems. The company’s key offerings include:
Data annotation: The company provides fully-managed data annotation services, supporting applications, such as computer vision, data categorization, and search relevance for AI applications. These services contribute to AI solution development in areas like facial recognition, autonomous vehicles, and medical imaging.
Large language models training and development: The company supports foundational model development, including supervised fine-tuning and reinforcement learning from human feedback.
AI strategy and engineering: The company provides enterprise-level solutions for AI implementation and governance, including development of GenAI applications, data engineering, and machine learning models. The company’s services encompass establishing governance frameworks, ensuring data readiness, and implementing security protocols, while supporting strategic planning and risk management for organizational AI adoption.
These services are designed to address the growing demand for AI-powered solutions across various industries, supporting data collection, enrichment, and the implementation of AI-driven experiences.
Digital Solutions: The company’s digital transformation sector continues to offer opportunities for value creation, as organizations seek partners to help them develop future-oriented strategies, drive product and experience innovation, integrate next-generation technologies, optimize cost efficiencies, enhance service quality through technological enablement, and maintain scalable infrastructure. The company’s digital talent team has experience working across enterprise platforms, which can offer the flexibility needed to enhance its clients’ technology ecosystem. The company provides the following offerings in this space:
Digital services: The company’s end-to-end solutions support comprehensive digital transformation, and include AI bots; applications, websites, and enterprise services; cloud contact centre solutions; cloud services; IT service desk; managed IT services; and robotic process automation solutions.
Enterprise platforms: Through the company’s Fuel iX platform, it enables organizations to manage, monitor, and maintain GenAI across the enterprise. Fuel iX offers both standardized AI capabilities and custom application development tools for creating tailored enterprise solutions. The company also supports other enterprise platform deployments, such as Adobe, Salesforce, and others.
Digital consulting, which includes digital strategy and transformation consulting; data engineering and analytics consulting; automation consulting; contact-centre-as-a-service consulting; cloud transformation and platform consulting; and business operations modernization.
Mobile Products and Services
Data and voice – Fast internet access for video, social networking, messaging and mobile applications, such as My TELUS, TELUS SmartHome, TELUS TV+ and virtual care apps; mobile voice service with features, such as Call Control; clear and reliable voice services, including TELUS Business Connect; and international roaming.
Devices – The latest smartphones, tablets, mobile internet keys, mobile Wi-Fi devices, machine-to-machine (M2M) modems, digital life devices, and wearable technology, such as smart watches and the company’s LivingWell Companion.
Suite of Internet of Things (IoT) solutions and managed connectivity services to support Canadian businesses, including device estate management, asset tracking, fleet management, connected worker, remote monitoring, digital signage, premises security, intelligent traffic solutions and data analytics.
Fixed Products and Services
Internet – Comprehensive high-speed internet access (HSIA) with fibre-optic cable; HSIA with fibre-optic cable under the CRTC’s wholesale access regime; fixed HSIA service, with email and a comprehensive suite of security solutions; and wireless HSIA, with reliable Wi-Fi and cloud-based storage. The company offers multiple plans, including plans with symmetrical 5.0 Gbps download and upload speeds.
Television – High-definition entertainment service with Optik TV, as well as the company’s Stream+ bundle. Optik TV offers extensive content options, including 4K and 4K HDR live TV, on-demand content and streaming services, such as Prime Video (included in the Amazon Prime membership), Netflix, Disney+, YouTube, hayu, Apple TV+, and more. Optik TV also delivers innovative features, including a voice assistant that allows customers to control their TV, a wireless digital box, unlimited cloud-based PVR capacity and the ability to restart live TV in progress or from the past 30 hours. In addition, the company’s TELUS TV+ app allows customers to watch live TV, set and manage recordings and access on-demand content from a smartphone, tablet or computer, or from Chromecast, Apple TV or several other devices.
Voice – Reliable fixed phone service with long distance and calling features, such as Call Control, wireless home phone, and voice over IP (VoIP) supporting voice services into the future.
Home and business security and automation – Real-time 24/7 central monitoring station, guard response service (where available), and wireless and hard-wired security technology, integrated with smart internet-connected devices. These services enable smart homes and smart businesses by allowing customers to remotely monitor and manage their premises using their cameras, smoke detectors, lights, door locks, environmental controls, appliances and other devices for enhanced security, comfort and convenience. TELUS SmartEnergy enables customers to manage energy consumption and costs by controlling compatible smart devices such as thermostats and plugs. Through the TELUS SmartHome+ app, users can optimize heating, cooling, and connected appliances to reduce energy usage. HomeView empowers customers to monitor their homes with smart security cameras and doorbell cameras, all seamlessly integrated into the TELUS SmartHome+ app.
Secured IP connectivity for businesses – Converged voice, video and data services and internet access, offered on a high-performing network. Also includes software-defined wide area network (SD-WAN) and secure access service edge (SASE) offerings.
Cloud and managed information technology (IT) services – Suite of hybrid IT solutions offering traditional and cloud technologies, network connectivity, security, managed IT and cloud-based advisory services.
Security consulting and managed services – Cloud-based and on-premises solutions ensuring security for data, email, websites, networks, and applications.
Unified communications conferencing and collaboration – Full range of equipment and application solutions, including unified communications as a service (UCaaS), to support meetings and webcasts over phone, video and internet. Recent acquisitions are bolstering the company’s capabilities in the small and mid-market business segments.
Total healthcare and financial well-being – The company’s core areas of focus in the global marketplace are employers (small, medium-size, and large enterprise), payors (insurers and public sector), providers (physicians, clinicians and pharmacists) and consumer solutions. The company offers a variety of integrated health and well-being products, solutions and services, including employee and family assistance programs (EFAP), internet-based cognitive behavioural therapy (iCBT), and absence and disability management, corporate reward, recognition and perks programs, pension and benefits administrative solutions, retirement and other financial solutions, virtual care (comprehensive primary care, mental health support, wellness offerings for employees and others, pet care), remote patient monitoring and personal emergency response services, medication management (virtual pharmacy, pharmacy management systems), health records management (personal health records, electronic medical records (EMR)), claims management solutions, and curation of health content.
Agriculture and consumer goods – Agronomy record-keeping and recommendations, rebate management services, supplier management, order management, index labelling, compliance management, animal agriculture solutions, food traceability and quality assurance, data management solutions and software solutions for trade promotion management, optimization and analytics (TPx), retail execution, supply chain solutions and analytics capabilities.
Strategy
The company developed its strategic intent and six strategic imperatives in 2000 that remained relevant for future growth, despite changing regulatory, technological and competitive environments. The company consistent focus on these imperatives guided its actions and contributed to the achievement of its financial goals.
In 2025 and beyond, the company has refined its strategic intent and imperatives to align more closely with the company’s global growth strategy. The company’ newly evolved strategic intent is to unleash the power of data technologies to deliver globally the best solutions to its customers at home, in their workplace and on the move.
The key elements of the company’s strategy are Building global capabilities across data technologies and software-based services; providing integrated solutions that differentiate TELUS from competitors; partnering, acquiring and divesting to accelerate the implementation of its strategy and focus its resources on core businesses; focusing relentlessly on the growth markets of data and GenAI with the national expansion of broadband, complemented by international growth for TELUS Health, TELUS Agriculture & Consumer Goods and TELUS Digital; and building a global brand and exemplifying a customer’s first culture, by investing in people, that are empowered through innovation, teamwork, and social purpose.
Major Brands and Distribution Channels
TELUS – A national communications and information technology company serving customers across mobile, data, IP, voice, television, entertainment, video and security, driven by the company’s social purpose to leverage its global-leading technology and compassion to drive social change and enable remarkable human outcomes.
Koodo Mobile – A national provider of postpaid and prepaid mobile voice and data services with a broad distribution network, including TELUS-owned stores, dealers, and third-party electronics retailers.
Public Mobile – A prepaid mobile service provider with web-based and physical distribution, providing customers with a SIM-only service.
Mobile Klinik – A provider of device performance and professional smartphone and tablet repair, offering high-quality, certified pre-owned mobile devices.
TELUS PureFibre – The company’s next-generation fibre-optic network, which delivers fast internet access and serves as the backbone for its 5G network.
Optik TV – High-definition entertainment services offering television shows, on-demand content and streaming services.
TELUS SmartHome Security and TELUS Secure Business – Full-service security offerings for residential and business customers.
TELUS Digital – In September 2024, the company officially launched its global rebrand, transitioning from TELUS International to TELUS Digital. The new name reflects the company commitment to providing a digital-first experience across all of its service offerings, ensuring a seamless integration of digital, AI-powered, and human interactions that elevates both customer interactions and employee experiences.
TELUS Health – Supporting the company’s customers and solving some of the most pressing issues facing citizens, patients, healthcare professionals, payors, employers, and employees.
TELUS Agriculture & Consumer Goods – A global provider of agriculture and consumer goods technology and data solutions, serving customers across the food value chain.
TELUS Global Ventures – A corporate venture capital fund that has invested in more than 160 market-transforming companies since 2001.
Social purpose initiatives – TELUS Wise (national digital safety awareness and education program), TELUS Pollinator Fund for Good (impact fund), and Connecting for Good programs that help bridge the digital divide: Mobility for Good (free or low-cost mobility plans and phones), Internet for Good (low-cost internet plans), Tech for Good (support and training, including assistive technology for Canadians living with disabilities), and Health for Good (mobile health clinics that bring care to those experiencing homelessness).
Sales and Support Distribution Channels
Comprehensive connectivity services: The company’s mobile and fixed residential offerings are supported through an extensive network of TELUS-owned and branded stores, exclusive dealers and large national retail partners (e.g. Best Buy, Walmart and London Drugs). The company also offers specialized services, such as professional device repair, refurbishment and resale through Mobile Klinik, and in-home support is delivered by its digital home technicians, ensuring a seamless experience across its diverse product lines.
telus.com is the company’s primary e-commerce channel that promotes and sells products, accessories and services across multiple lines of its business in mobility, home solutions, business-to-business (B2B), health, and agriculture and consumer goods. It also acts as a central account management platform, enabling customers to access self-serve account features and services, as well as unique customer support channels, such as chat and virtual consultations with technicians.
koodo.com serves as a dedicated online sales and support channel for the company’s flanker brand, offering customers a streamlined platform to purchase mobile and home services, including devices, plans, and subscriptions. It also acts as a central account management platform, enabling customers to access self-serve account features and services, as well as unique customer support channels, including chat and a community-based forum.
National direct-to-consumer sales team, dedicated to rapid expansion of the company’s customer base through face-to-face and virtual conversations.
Business services, including healthcare and security, across mobile and fixed service offerings are supported through TELUS sales representatives, product specialists, independent dealers, direct business channels and online self-serve applications for small and medium-sized businesses.
TELUS Health provides some services – personal health records and home health monitoring – in partnership with various governments. The company is able to improve lives by supporting the well-being and mental, financial, social and physical health of the whole person, combining technology and deep expertise in mental health via its Total Mental Health offering. The company also provides employee and family assistance programs (EFAP) and absence and disability management services through certain channel partners (including insurance companies and brokers).
TELUS Agriculture & Consumer Goods’ solutions are supported through online self-serve applications, sales representatives and customer relationship management teams.
TELUS Digital’s solutions are supported through sales representatives, client relationship management teams, data annotation and content moderation teams, and digital engineers, developers and architects.
Technology, Systems and Properties
The company is a technology-enabled company with a multitude of IT systems and processes. The company is focused on driving innovation and making generational investments to deliver state-of-the-art broadband solutions in an increasingly digital society.
Broadband Consumer and Business Networks
The company launched its 4G LTE network in 2012, and today it covers 99% of the Canadian population. This network evolved in 2017 when the company adopted LTE advanced (LTE-A) technology, which covers approximately 96% of the Canadian population and offers peak theoretical speeds of up to 1.5 Gbps.
The company has made significant investments in heterogeneous network (HetNet) technology, one of the key building blocks for 5G. HetNet combines multiple types of cells, such as outdoor macrocells, and microcells, as well as indoor pico cells, to enhance coverage and capacity in crowded urban areas and inside buildings. By taking continuous strides to evolve the company’s small-cell technology, concurrent with the evolution of network technologies to LTE-A pro (i.e. 4.5G), in 2017, the company became the first operator in Canada to introduce licensed assisted access (LAA) small cells for both outdoor and indoor environments, capable of speeds of up to 970 Mbps. In 2019, the company continued advancing LAA technology with speeds of up to 1.2 Gbps, and it has deployed more than 400 LAA sites to date.
In 2018, the company became the first operator globally to introduce LTE FDD massive multiple-input-multiple-output (MIMO) 32TRx technology on the 2600 MHz band as part of the LTE-A pro technology evolution, and in 2020, the company introduced dual-band massive multiple-input-multiple-output (MIMO) technology in the 1900 MHz and AWS bands, also a global first. This technology further enhances the capacity of its wireless infrastructure, enables a stronger customer experience, helping the company maintain its long-standing wireless leadership.
In 2019, the company advanced the virtualization of its core network infrastructure with the voice core, providing a steppingstone into 5G service readiness. The network virtualization improves the company’s network scalability, resiliency and cost efficiency.
In 2020, the company launched its 5G technology capable of speeds of up to 1.7 Gbps. Throughout the years, the company’s 5G network evolved and is capable of speeds of up to 3.1 Gbps and covered over 87% of the Canadian population as at December 31, 2024. In 2023, the company launched its 5G stand-alone network technology, utilizing the full potential of its 3.5 GHz, 600 MHz and 2.1 GHz 5G spectrum. This network is built on a solid foundation that enables the company to unlock new 5G capabilities, such as network slicing, multi-access edge computing (MEC) and low-latency critical communications. A significant improvement to the company’s 5G network in 2021 was its deployment of the 3.5 GHz spectrum with MIMO technology. By the end of 2024, its 3.5 GHz coverage extended to 57% of the Canadian population.
The company’s investments in the deployment of its TELUS PureFibre technology have brought fibre-optic connectivity further into its infrastructure and directly to homes and businesses. At the end of 2024, approximately 3.4 million homes and businesses in communities across B.C., Alberta and Quebec had access to ultra-fast symmetrical internet speeds ranging from 150 Mbps to 1.5 Gbps, including approximately 2.0 million premises in B.C. and Alberta that had access to symmetrical internet speeds of up to 5.0 Gbps with TELUS PureFibre. Recognizing the need for highly reliable connectivity with low latency throughput to support emerging services, such as virtualized networks and IoT applications, the company also rolling out new equipment for enhanced speeds and services.
In 2023, the company launched new Optik TV on its new TV platform, enabling an integration of streaming services, cloud-based DVR and customer self-installation options, improving its customer lifetime value and further differentiating its video services.
In 2023, the company successfully completed the migration of its legacy Pik TV and Optik on the go services to the new Optik platform, enabling it to turn down the legacy platform and realize new efficiencies.
The company is continually enhancing its customer applications across Optik TV, TELUS SmartHome, and TELUS Connect, giving customers more control over their services and devices. By investing in innovative applications and the cloudification of video infrastructure, it is continuing to advance its priority of enabling ‘anytime, everywhere’ access to content and entertainment – and continuing to deliver an exceptional customer experience.
The company continues to deploy the next evolution of its fixed IP and optical core/edge technology, smart edge architecture. This architecture enables significant automation and per-port cost improvement to support network growth and evolution.
The company continues to roll out its third-generation national dense wavelength division multiplexing transport backbone (packet transport 3.0) colourless, directionless and contentionless (CDC) network overlay, which is connected from B.C. to Nova Scotia and into the United States. This architecture supports 400G services, enables optimal optical rerouting during a fibre cut and improves network growth costs.
In 2024, the company continued evolving its PureFibre and HSIA technologies to deliver a superior customer experience, advancing its market leadership in home and business services by launching 5.0 Gbps symmetrical service in major markets in B.C. and Alberta, while continuing to bring broadband network speeds to thousands of homes in rural and Indigenous communities in B.C., Alberta and Quebec.
In 2024, the company continued to bring broadband network speeds to homes in rural and Indigenous communities in B.C., Alberta and Quebec. As of December 31, 2024, has enabled PureFibre connectivity to over 725,000 rural premises, including 278 Indigenous lands. In addition, 805 Indigenous lands have also been enabled with 5G connectivity, and by December 31, 2024, 89% of homes, communities, small businesses, and government buildings on Indigenous lands had access to the company’s advanced broadband networks.
In 2024, the company were awarded $38 million in government subsidies that will help bring TELUS PureFibre to over 6,000 premises spread across more than 36 rural communities, including expanding its broadband networks to more than 21 Indigenous lands.
The company continues to evolve its world-class emergency services to harness the power of IP through its implementation of next-generation 9-1-1.
In 2024, the company expanded self-install capabilities for its internet services in B.C. and Alberta, enabling a simple, hassle-free, quick connect installation experience without requiring a technician visit.
In 2024, the company continued to expand its PureFibre network to a number of older condominium buildings in B.C. and Alberta through micro distribution point unit (DPU) technology. Condominium residents have access to PureFibre speeds without major modification to their buildings’ electrical network.
The company is continuing to monitor traffic requirements and invest in its network to maintain high levels of service and support for Canadians:
Expanding streaming capacity for Optik TV video-on-demand and new solutions to enable scaling and support the ongoing growth in video-on-demand and broadcast viewing consumption.
Continuing to migrate voice traffic from legacy 3G, with 90% of calls processed as VoLTE.
Augmenting the company’s wireless network to support a 30% year-over-year increase in mobility traffic and a 13% year-over-year increase in wireless HSIA traffic in 2024.
Deploying high-density environment pods (self-contained units with HVAC and power) to quickly provision the company’s critical network equipment to support edge computing with reduced latency and increased failover support in the event of an outage.
Real estate – The company’s network facilities are constructed under or along private property, pursuant to rights-of-way granted by the owners of land, including municipalities and the Crown, or on freehold land.
The company’s real estate properties (owned or leased) also include administrative office space and mixed-use office, commercial and residential properties, all of which may be developed through joint ventures, as well as other real estate development projects that advance its social purpose, work centres and space for telecommunications equipment. Some buildings are constructed on leasehold land and the majority of wireless radio antennae are on towers that are situated on lands or on buildings held under leases with varying terms. The company participates in a number of real estate joint ventures.
Plans to redevelop real estate assets will require regulatory approvals, and also the need to work cohesively with the company’s network teams to manage reliability and operational business considerations.
Intangible assets – The company’s intangible assets include spectrum licences from Innovation, Science and Economic Development Canada (ISED), which are essential to providing mobile services. The company assets averaging 271 MHz nationally. The company has deployed 3500 MHz, 600 MHz, 700 MHz, 2300 MHz, 2500 MHz, 1900 MHz, AWS, and 850 MHz spectrum to evolve its wireless infrastructure. In addition, the company acquired a national average of 72 MHz in the 3800 MHz auction, which concluded in November 2023; this spectrum will be vacated by its users between 2025 to 2027 in most of the country. The company intends to continue acquiring spectrum within the rules set out by ISED to meet its future capacity requirements.
Intellectual property, which the company owns or has been granted the right to use, is an essential asset for it. Intellectual property enables the company’s to be known and recognized in the marketplace through its brand style, trade dress, domain names and trademarks. It protects the company’s know-how and software, systems, processes and methods of doing business through copyrights, patents and confidential information, including trade secrets. It also helps the company improves its competitiveness by fostering an innovative workplace environment. Each form of intellectual property is important to its success. For instance, the TELUS brand plays a key role in product positioning and its company’s reputation. To protect the company’s intellectual property assets, it relies on a combination of legal protections afforded under copyright, trademark, patent and other intellectual property laws, as well as contractual provisions under licensing arrangements. The company maximizes the value of its intellectual property by ensuring it is appropriately used, protected and valued. Further information on the company’s tangible and intangible assets can be found in Section 8.1 Critical accounting estimates and judgments.
The company’s broadcasting distribution licences enable it to provide entertainment services. See Broadcasting-related issues in Section 9.4, which discusses developments relating to these licences.
Future technologies – In addition to evolving the company’s existing infrastructure, it is investing in the technologies of the future that will serve as the foundation to provide next-generation services to Canadians.
The company continues to invest in enabling systems, such as its Jasper connected device platform (CDP), and its dedicated M2M mobility core has been upgraded to support both 4G and 5G and will power next-generation IoT applications.
The company continues to invest in both technology and talent across TELUS to harness the capabilities, flexibility and resilience of digital and cloud technologies. The company’s ongoing digitization efforts enable TELUS to rapidly introduce new products and services, swiftly respond to customer and market needs, and provide highly reliable service.
Advancing the company drives to simplify and consolidate systems across several fronts, such as unlocking customer relationship management (CRM) and billing systems in Quebec, with LivingWell Companion and SmartHome products supported for customers in it Quebec incumbent local exchange carrier (ILEC) territory and new fibre customers, opening new Quebec growth opportunities, automating copper-to-fibre (C2F) processes to create a one-click C2F order, reducing call handling time and billing errors, and completing copper on CRM and billing system trials, each paving the way for consolidating consumer ordering within a single system stack.
Modernizing the company enterprises communication platform to be fully cloud-enabled and improve system redundancy while processing millions of messages, including mobile e-bill short message service (SMS) reminders, Koodo data threshold SMS and upsell messages, and mobile number portability messages.
The company has completed the migration of its internet customers to its new cloud-based email platform. Leveraging the company’s partnership with Google, this service provides an exceptional customer experience, improved reliability and expanded features for its customers.
Reducing manual work through automation and advancing Agile and DevOps capabilities:
Leading to improved agility, cost to serve and speed to market, while also driving reliability, including expanding test automation capabilities.
Scaling deploy-on-demand release frameworks, enabling faster speed to market and mitigating risks early in the release cycle, expanding automated software development and self-serve test data management capabilities to improve quality of software.
Standardizing test case and defect management toolset, mitigating reliability risk related to unsupported tools.
Improving the company’s data analytics and AI capabilities to deliver business outcomes through enhanced customer targeting, visualization and business intelligence tools, while also making significant improvements in the accuracy and reliability of its geo-analytics platform to support new targeted and personalized market campaigns.
TELUS Health technology solutions offer employer and employee-focused well-being solutions through the provision of global well-being and EFAP services, iCBT, absence and disability management, as well as workers’ compensation and retirement and other financial and administrative solutions. TELUS Health also facilitates the integration of electronic health records, including pharmacy management, EMRs, personal health records, clinical information systems, remote patient monitoring, virtual care offerings and online claims settlement management software solutions, as well as the online renewal of prescriptions, e-prescribing services and MedDialog. In addition, the company’s TELUS Health Care Centres provides executive benefits, occupational health, employee health and wellness services and individual preventive health services.
The company’s TELUS Agriculture & Consumer Goods technology solutions meaningfully impact primary production and sustainability across the food value chain, supporting value chain participants with solutions that leverage advanced data systems and AI to streamline operations, improve food traceability, and provide consumers with fresher and healthier food.
TELUS Digital is a digital customer experience innovator that crafts unique and enduring experiences for customers and employees and creates future-focused digital transformations that can withstand disruption and deliver value for the company’s clients, as described in Section 4.1. As of December 31, 2024, TELUS Digital has 67 delivery locations and global operations in 31 countries across Europe, North America, Asia-Pacific, Central America, and Africa. TELUS Digital also has two corporate offices located in Toronto and Vancouver. All of the company’s facilities are leased, with a total leased area of approximately 402,000 square metres (approximately four million square feet).
The Fuel iX platform serves as a central hub for innovation among team members. Fuel iX EX, a component of this platform that supports employee workflows, is available for use by team members within TELUS Digital.
Additionally, TELUS Digital utilizes the Experts Engine platform, an algorithmic task allocation system that matches work assignments with qualified team members or contractors and designates relevant quality control procedures based on predefined criteria.
Competition
Competitors for the company’s IoT solutions include other providers of LTE, LTE-M and 5G network capabilities, IoT connectivity management platforms, and automated vehicle location and transportation solutions.
Cable competitors for internet, telephone and entertainment services, such as Rogers, Cogeco Cable and Videotron (in Eastern Quebec). Competitors outside of the company’s ILEC communities include Bell and TekSavvy.
Competitors for home and business security include companies with operations ranging from local to national, such as BCE, Rogers, Chubb-Edwards, Securitas Technology, and Fluent Home.
Competitors for TELUS Health include providers of EMR and pharmacy management products, such as Omnimed, Familiprix, Medfar, Fillware, ARI and Logipharm. Competitors also include systems integrators; health service providers, such as Loblaw, McKesson, WELL Health and the Jean Coutu Group, that have also become vertically integrated and own a mix of health services delivery, IT solutions and related services; and potentially, global providers, such as EPIC and Cerner, that could establish an expanded Canadian footprint. Competitors for virtual care services include Tia Health, CloudMD, MD Connected, AppleTree VC, Cover Health, Dialogue, Maple, Vetster, MarsVCA and Smart.Vet. Competitors for TELUS Health’s corporate and preventative health service offerings include Medcan, Cleveland Clinic, Loblaw, Homewood, Harrison Healthcare and Wellpoint. Competitors in the employer and employee-focused well-being space include EFAP providers, such as Dialogue and Homewood in Canada, and Compsych, WPO and Magellan in the United States. TELUS Health also competes with providers of virtual and digital mental healthcare services in the United States, including Lyra, Modern Health and Virgin Pulse. Pension and benefits administration and retirement and other financial solutions competitors include Alight, Willis Towers Watson, Fidelity, Conduent, Aon and Mercer, among others.
In the consumer goods business, competitors include Accenture, Oracle and Kantar’s trade promotion management solutions.
In the agriculture business, competitors range from local to global companies, such as AgData, Ever.Ag, Semios, Trimble, Growmark, Agvance, and Smartwyre.
In the animal agriculture business, competitors include companies, such as Performance Livestock Analytics.
The company faces competition primarily from digital transformation services providers, such as Endava PLC, EPAM Systems, Inc. and Globant S.A.; globally diversified IT and business process outsourcing service providers, such as Accenture plc, Cognizant Technology Solutions Ltd., Infosys, Tata Consultancy, CGI Inc., ExlService Holding, Inc., Genpact LLC and WNS Limited; customer experience providers, such as Concentrix Corp., CSG Systems International, Inc., TaskUs, Inc., Teleperformance S.A., and TTEC Holdings, Inc.; providers of services with a primary focus on data annotation, such as Appen Limited and ScaleAI, Inc.; and software solutions such as conversational AI platforms, which are emerging as new competitors.
Acquisition
For the year ended December 31, 2024, includes cessation of leases with the TELUS Sky real estate joint venture upon the acquisition of the commercial parcel of the TELUS Sky project
Regulations
The company’s telecommunications, broadcasting and radiocommunication services are regulated under federal laws by various authorities, including the Canadian Radio-television and Telecommunications Commission (CRTC), Innovation, Science and Economic Development (ISED), Canadian Heritage, and the Competition Bureau.
The operations of the company’s health business are also subject to various federal and provincial health laws and regulations, as well as policies, guidelines, and directives issued by regulatory and administrative bodies.
As a result, all companies, including TELUS, will be permitted to obtain wholesale fibre-to-the-premises (FTTP) access effective February 13, 2025, with two notable restrictions. First, incumbent telephone and cable companies will not be able to access the wholesale framework within their traditional wireline serving territories but may access it outside those territories. Second, any new FTTP deployed by TELUS, Bell or SaskTel after August 13, 2024, will not be eligible for wholesale access until August 13, 2029.
On October 29, 2024, the company filed an application to the CRTC requesting an extension to the implementation of wholesale FTTP access in its B.C. and Alberta incumbent local exchange carrier (ILEC) territories until June 13, 2025.
Until the CRTC issues a determination in this proceeding, it is too early to determine its impact on the company.
History
The company was incorporated under the Company Act (British Columbia) (the B.C. Company Act) in 1998. The company was formerly known as TELUS Communications Inc. and changed its name to TELUS Corporation in February 2005.
