Keeping our customers and team safe in response to COVID-19

At Koodo, our customers and our team are our top priority. We’re taking all of the appropriate safety precautions to protect and support you. Fast and reliable access to information and health services has never been more essential, and we’re here to help.

We’re following the lead of global, national and provincial health authorities and working hand-in-hand with our Medical Advisory Board of experts in occupational health and safety, public health, TELUS Health and infectious diseases to make informed and timely decisions to help keep us all safe.

We’re also leveraging our health technology to offer virtual healthcare options that lessen the burden on the Canadian healthcare system.

Taking care of our customers and team members

As part of our efforts to safeguard the health and safety of our team members and customers, we have made the decision to temporarily close all of our Koodo corporate stores and all kiosks located in malls across the country. Keeping customers connected is critical. During this time we encourage you to shop online, where our teams will continue to work diligently to fulfill your order. A few 3rd party retail stores may be open, however, it might be best to call them ahead of time.

In addition, we’re operating with a limited team in our contact centres. If you want to make simple account changes, here are some options:

Koodo Postpaid:

Koodo Prepaid:

All retail and call centre team members affected will receive top up payments to ensure that they continue to receive their average monthly wages during this challenging time.

Shipping Update

Due to an increase in online order volumes, your delivery time could be delayed. Our goal is to get your items to you quickly and our warehouse is processing and shipping orders daily. We use different shipping companies, depending on your location.

If you’ve already placed an order, please check your tracking link provided on your shipment confirmation email to get the most accurate information.

Staying informed

We are monitoring the Coronavirus pandemic situation closely to provide the latest news, support and guidance, and we’ll adjust our approach and practices to reflect evolving realities.

We strongly encourage our team members and our customers to stay up to date on the situation by referring to expert sources. The situation can change rapidly, so check back often:

How Koodo is helping customers stay connected during this time

Until the end of April, Koodo is supporting customers by:

  • Waiving all Easy Roam® and pay-per-use roaming* charges between March 13, 2020 and April 30, 2020 for postpaid customers.
  • Crediting Prepaid customer accounts with the full cost of U.S. Roaming Booster add-ons** used between March 13, 2020 and April 30, 2020.
  • Providing flexible payment options for postpaid customers facing financial challenges because of COVID-19. We don’t want anyone to worry about not being able to pay their bill on time if they have been financially affected by the crisis.
  • Postponing all disconnection dates until further notice for Postpaid customers so they can continue to keep in touch with family and friends.

For tips on how to keep your hands and phones away from germs, see this article.

*Roaming charges incurred from March 13th to April 30th will be waived. Bill credits will be automatically applied the month after a customer’s bill is generated. Example - for customers roaming in March, roaming-related charges will appear on the April bill, and a credit for those charges will appear on the May bill.

**The full cost of the U.S. Roaming Booster add-on was credited back to the customer’s account only if they used the add-on between March 13, 2020 and April 30, 2020, regardless of the amount that was consumed. The credit appeared in the customer’s account within 7 days of using the add-on.

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