Technical support
If you experience an issue with the TELUS Collaborative Health Record (CHR) or have a question, contact the support team using the following methods:
Support hours
Our support team is available Monday to Friday during the following hours:
3:30 AM to 5:00 PM Pacific Time
4:30 AM to 6:00 PM Mountain Time
5:30 AM to 7:00 PM Central Time
6:30 AM to 8:00 PM Eastern Time
7:30 AM to 9:00 PM Atlantic Time
1. For emergencies only (such as entire system is down), telephone
1-888-369-3643 ext. 6
2. Online chat
Click the megaphone icon in the bottom-left corner of your CHR to access the CHR Resource Centre.
We recommend using our CHR Assistant, an AI-powered chatbot offering quick answers to common questions and basic troubleshooting guidance.
To use it, select CHR Assistant. Choose your province, type your question, and click the arrow icon to send it.
You can also search for help articles in the TELUS CHR online help by selecting Knowledge base.
💡Tip: To open and read an article while working in the CHR, select CHR Support and, in the window that opens, click Search for help. For more information, go to Getting help.
If you have not found answers using the CHR Assistant or the CHR help centre, or have complex questions, chat with our human support team.
Select CHR Support and a new window opens.
To start a new conversation, click Send us a message.
If you already have a chat open, it appears under Recent message. Click to continue chatting with Support.
📌 Note: To view your past conversations, click the speech bubble icon in the menu at the bottom of the window.
3. Email: chrsupport@telus.com
💡 Tip: To ensure that we can easily identify you and validate your account details, when contacting us via chat, make sure that you are signed into your CHR account. When contacting us via email, use the same email address you use to login to the CHR.
Account management
For non-technical concerns about your CHR account or additional training needs, contact our account management team.
Sales
For new staff members, locums joining your clinic, or additional services:
Email: emrsales@telus.com
Form requests
Need more configured forms?
Email: chrsupport@telus.com
📌 Note: Before you contact our support team, search for your form in our Clinical Content Library. With the Clinical Content Library, you can add new forms or update the forms you added from the library.
CHR Connect support
Contact our CHR Connect team to:
Sign up for CHR Connect
Upgrade to the pro-level subscription
Integrate Stripe
Ask questions about this patient-facing application
Email: chrconnectsupport@telus.com
Finance questions
For questions about your CHR bill, contact our finance team.
Email: CHRBilling@telus.com
OLIS and HRM requests (Ontario)
Email: care.emraccounts@telus.com
Updated February 14, 2025