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Understanding your CHR account invoice
Understanding your CHR account invoice
Updated over a week ago

📌 Note: This does not apply to users in PEI.

TELUS Health bills are dynamically based on the month’s actual usage of your Collaborative Health Record (CHR). The TELUS Health Billing team reviews the usage of the CHR for the month and maps all of the active users into a specific license type and usage category (full time, part time, or casual). This means that each month you are billed for only the usage of active users of the CHR.

The monthly usage fee includes 1,000 SMS messages per provider; additional SMS messages are billed at $0.10 per message. For more information, see SMS overage charges.

The dynamic billing is initiated at the beginning of the first month after your go-live and the TELUS Health Billing team uses the information from the CHR to apply your variable monthly billing.

Invoicing is done by CHR domain (i.e. per CHR database or URL). If you have multiple physical sites that use the same domain (CHR URL), TELUS Health provides only one invoice. We are not able to provide an invoice per physical location.

License types and usage

All active CHR users are charged according to their license type and monthly usage. An active CHR user is defined as a user who is listed under Settings > Account > Users List and can access the CHR.

⚠️ Important: Once a user is added to the CHR they are considered active, even if they have not yet started using the system. There is a minimum monthly charge for an active user account.

Note: Locums are considered active CHR users and are charged accordingly. A locum is a health professional who temporarily takes the place of another health professional for reasons such as vacation, maternity leave or short-term illness.

CHR license types


CHR Lite

(typically Allied Health Professional, Nurse)

Scheduling, record-keeping, questionnaires, patient messaging, eBooking, appointment reminders, advanced analytics, generic UpPatient app

CHR Lite + Virtual Visits

(typically Allied Health Professional, Nurse)

All CHR Lite features + virtual care

CHR+ (or CHR Plus)

(typically Doctor, Nurse Practitioner)

All CHR Lite features + labs, prescriptions, virtual visits, and provincial billing integration

Administrative Staff
📌 Note: An administrative user is defined during the user setup process when the user Type is set to Staff.

Non-provider functionality only

Usage category


Full time

>64 hours/month

Part time

32-64 hours/month


< 32 hours/month

📌 Note: Users are charged based on their license type and usage, regardless of their role in the clinic. The "typical" roles in the table above are for reference only; your clinic setup and usage may differ for those roles.

📌 Note: The following users will not be charged:

  • Users that were deactivated for the entirety of the billing month.

  • User types that were granted complimentary access to the CHR (such as residents, students, or exam rooms). If you want to set up a new user that should be non-billable, please contact our CHR account management team at:

⚠️ Important: We recommend you conduct periodic (e.g. quarterly) reviews of the CHR users in your domain, and deactivate any users who are no longer working at your clinic so you are not billed for them. There is a minimum monthly charge for an active user account. (A user is considered active if they are listed in Settings > Account > Users List, even if they have not used the CHR for that month.)


For questions about your invoice, email the TELUS Health Billing team at

💡 Tip: If you are not receiving your invoices, check your email's junk or spam folder. If you still cannot find your invoice, contact the TELUS Health Billing team to verify we have the correct email address.

For support with billing in the CHR, contact

Updated February 3, 2023

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