Accessibility Progress Report
2025
Introduction
This is Tbaytel’s second progress report following our 2023-2025 accessibility plan to support the realization of a barrier-free Canada for persons with disabilities by 2040. This report was prepared by Tbaytel in accordance with requirements under the Accessible Canada Act (A.C.A.) and the Canadian Radio-television and Telecommunications Commission (C.R.T.C.) Accessibility Reporting Regulations.
General
On the accessibility services page of our website, you can review Tbaytel’s current accessibility plan, find other accessibility information, and learn how to give your feedback. These sections of our website are Web Content Accessibility Guidelines (W.C.A.G.) compliant.
If there is an accessible format that works best for you, you can request to review this progress report, our accessibility plan, or a description of our feedback process in an alternative format using any of our feedback methods. We will provide it to you in print, large print, or an electronic format within 15 days of your request. If you require Braille or an audio format, we will provide it to you within 45 days of your request.
Tbaytel’s Accessibility Officer is responsible for receiving feedback on barriers facing persons with disabilities and on progress made with our accessibility plan. The Accessibility Officer is located at 1046 Lithium Drive, Thunder Bay, Ontario, P7B 6G3.
Feedback will also be accepted through our online form, email, and telephone. To request an alternative format of this progress report, our accessibility plan, or a description of the feedback process, please use one of the following designated channels:
You can submit your feedback anonymously but we will not be able to acknowledge that we received it. If you would like us to follow up with you or if you have questions for us, we can better assist you if you provide your name and contact information. By providing your contact information, you agree to the collection, use, and storage of your personal information so we can respond to you and improve Tbaytel’s overall level of accessibility.
Progress Made in Priority Areas
The A.C.A. identifies seven priority areas where accessibility barriers exist that can hinder a person’s full and equal participation in society. This progress report provides an overview of Tbaytel’s efforts to remove known barriers included in our current accessibility plan since we published our first progress report.
Employment
Barrier identified:
- Misconceptions and internal biases about persons with disabilities can impact employees’ full participation in the workplace.
- More open communication and comfort should be fostered between persons with disabilities and the people they work with. This includes giving each employee the choice to disclose their disability to managers and co-workers or keep it confidential.
Action(s) taken:
- Internal policies related to accessibility, customer service accessibility, and workplace accommodation have been communicated to all employees.
- Access to a free library of online training resources including webinars and articles was made available for all employees.
- Training on improving workplace accessibility was delivered to all people leaders in the company.
- All employees in the company received additional customer service accessibility training, which is also delivered to new employees when they are hired.
- Tbaytel’s accessibility training will continue to be delivered to all employees at regular intervals during their time working with Tbaytel.
- Requests for adjustments to the physical workspaces of employees who require specific accommodations are made through Human Resources or directly by a supervisor or manager. Tbaytel’s preventative maintenance staff then work with each employee to ensure their workspace is modified appropriately to remove barriers including lighting, seating. environmental noise, and desk configuration.
The Built Environment
Barrier identified:
- Work stations at the retail store are spaced too closely together creating a barrier for persons with mobility disabilities and wheelchair users.
Action(s) taken:
- The renovation project to reconfigure and optimize the physical space at Tbaytel’s retail store was completed.
Information and Communication Technologies (I.C.T.)
Barrier identified:
- Websites can be difficult to navigate or use even when they are designed to accepted accessibility standards. Every person’s lived experience with a disability is different. Using a website is the best way to get information for many people with a disability but it can still be challenging
Action(s) taken:
- Tbaytel completed a website content management system (C.M.S.) update to add site enhancements and update existing assets. This provided a larger site container to increase the possible width of our website to allow more content to be displayed on larger screens. It also enhanced accessibility browsing for users who may not be able to use common computer peripherals.
- Tbaytel also made additional website updates to improve the user experience when searching for information related to network updates and expansion.
- We also designed and launched a more streamlined and functional display of available wireless plans to help simplify the online browsing process that previously felt overwhelming to some individuals.
- We expanded our online video library to assist customers performing certain self-serve functions.
- Tbaytel also reminded employees of how to provide their input or feedback on website accessibility and who to contact internally for future accessibility enhancements or improvements to be considered.
Communication, Other than I.C.T.
Barrier identified:
- Tbaytel does not have a dedicated accessibility center or support line with A.S.L. or L.S.Q. translators available to assist customers from the Deaf, Deaf-Blind, and Hard of Hearing communities.
Action(s) taken:
- Certain account management functionality that previously could not be completed without a call into Tbaytel’s Customer Care department is now possible with enhancements made to Tbaytel’s self-service platform. This eliminates barriers faced by persons with disabilities who may encounter hearing, speech or processing challenges and prefer to make changes to their Tbaytel account independently.
- This includes allowing customers to check their current balance on the myTbaytel platform, change their wireless plan including adjusting their data bucket, reset their mobile voicemail password, change their mailing address and PIN, and learn their contract end date and buyout amount by calling in without having to speak to a representative.
- We also introduced myMessages, an internal messaging platform on myTbaytel where we can send customized messages to Tbaytel customers.
The Design and Delivery of Programs and Services
Barrier identified:
- It is not always clear that service representatives are aware that the customer they are interacting with has a disability like a speech or intellectual disability. There could be confusion about what they are hearing on the phone, or not recognizing what may be required during face-to-face interactions. Although persons with disabilities usually appreciate when effort is made to be patient or helpful, sometimes interactions are just frustrating or uncomfortable.
Action(s) taken:
- As mentioned above, all Tbaytel employees received customer service accessibility training including those working in customer-facing roles.
- When a new customer signs up for service with Tbaytel a myTbaytel account is now automatically created if they did not already have one.
- When signing up for Tbaytel’s new TV platform, customers can now choose to install the equipment themselves rather than having an installer come to their home to do it. Devices can either be picked up in store or shipped directly to the customer’s home.
- Tbaytel also now attaches QR code stickers to in-home pieces of equipment allowing customers to scan the code and be directed to technical support articles for that particular device.
Transportation
Tbaytel does not provide transportation services so this area does not apply.
Consultations
Tbaytel once again participated in national accessibility consultations facilitated through the Canadian Telecommunications Association (C.T.A.) with a number of accessibility organizations representing various disability groups. Two virtual consultations were held with a total of 22 participant organizations registered to participate.
We also consulted with persons with disabilities through an internal employee survey distributed to all employees. The survey sought feedback on any barriers encountered at work related to the A.C.A. priority areas, accommodation practices, and whether our employees have suggestions for improvement.
Additionally, we also conducted an external survey to consult with a number of local and regional accessibility organizations operating in Tbaytel’s serving territory. The aim of this consultation was to gain insight into barriers faced by persons with disabilities served by Tbaytel or those who are familiar with our organization and the products, services and programs we offer.
Members of Tbaytel’s internal Accessibility Committee and our Accessibility Officer are responsible for reviewing all information shared with us through these various consultation activities. Input provided, including new barriers identified, is documented for future consideration or incorporation into our current accessibility plan where we may be able to adjust planned activities.
Feedback
Tbaytel received five instances of feedback, which all came in through our online feedback form. Four submissions were unrelated to accessibility and one was an inquiry about Tbaytel’s accessibility discount, which was directed to Tbaytel’s Customer Care team to provide support to the customer.
Archived Reports