ARCHIVED - Letter

Ottawa, 4 February 2014

File number: 8665-C12-201212448

DELIVERED BY EMAIL

To: Distribution List

Re: Wireless Code Implementation – Accessibility Reports

In The Wireless Code, ^{Footnote 1} the Canadian Radio-television and Telecommunications Commission (the Commission) established the Wireless Code, a new mandatory code of conduct for providers of retail mobile wireless voice and data services (wireless services).

The Wireless Code applies to all wireless services provided to individual and small business consumers in all provinces and territories regardless of the status and business models of the wireless service provider (WSP).

Questions to answer in accessibility reports due 3 March 2014

As set out in paragraph 366-338 of The Wireless Code, “The Commission expects WSPs to ensure that customers with disabilities have the information they need to determine which plans and services best meet their needs. The Commission directs WSPs to report on what wireless service plans they offer for people with disabilities, how they promote these plans, and what accessibility-specific customer service resources are available to consumers by 3 March 2014.”

This letter sets out questions that wireless service providers (WSPs) must answer when submitting their Wireless Code Accessibility Reports.

As set out in Broadcasting and Telecom Information Bulletin 2010-961, Procedures for filing confidential information and requesting its disclosure in Commission proceedings, WSPs may designate certain information as confidential. WSPs must provide an abridged version of the document involved, accompanied by a detailed rationale to explain why the disclosure of the information is not in the public interest.

All submissions are to be made in accordance with the Canadian Radio-television and Telecommunications Commission Rules of Practice and Procedure, SOR/2010-277.^{Footnote 2}

Yours sincerely,

ORIGINAL SIGNED BY /

Nanao Kachi
Director, Social and Consumer Policy, CRTC

Enclosure

Distribution List: ^{Footnote 3} bell.regulatory@bell.ca; stephen.scofich@tbaytel.com; grubb@hurontel.on.ca; a.schneider@hay.net; norma.sherwood@bellaliant.ca; rwi_gr@rci.rogers.com; iworkstation@mtsallstream.com; gary.wong@mobilicity.ca; Regulatory@sjrb.ca; marcille@atmacinta.com; jonathan.scott@execulink.com; regaffairs@quebecor.com; kgugan@wightman.ca; barry.stone@quadro.net; sophie.houde@sogetel.com; regulatory.matters@corp.eastlink.ca; regulatoryaffairs@nwtel.ca; lisajackson@globalive.com;  Jamie.greenberg@publicmobile.ca; regulatory.affairs@telus.com; jim@brooketel.ca; SBISHAY@IRISTEL.COM;regulatory.aff@fidomobile.ca; mjboivin@telebec.com; mjboivin@telebec.com; rbanks@mornington.ca; mjboivin@telebec.com; document.control@sasktel.com;

Questions

1. Accessible wireless service plans

In paragraphs 332-333 of The Wireless Code, the Commission stated that

“In Broadcasting and Telecom Regulatory Policy 2009-430 (the Accessibility Policy), the Commission imposed requirements on WSPs and outlined its expectations for WSPs to better serve the needs of people with disabilities. These include an expectation for WSPs to offer accessible handsets, and requirements for WSPs to (i) provide reasonable accommodations for people with disabilities in their customer service and on their websites, (ii) promote disability-specific services, and (iii) provide information in alternative formats upon request. In the Accessibility Policy, the Commission encouraged WSPs to consult with their customers with disabilities and appropriate advocacy groups to develop suitable options and packages of optional features for people with disabilities and to offer such options at the earliest possible opportunity.”

(a) Describe the wireless service options that your company offers that you have identified as improving the accessibility of wireless service to people with disabilities, specifically

i) people with hearing limitations;

ii) people with visual limitations;

iii) people with mobility or agility limitations; and

iv) people with cognitive disabilities,

and explain how they serve people with these disabilities.

(b) Describe how you identified these wireless service options as improving accessibility to people with disabilities (e.g. consultation with advocacy groups representing people with disabilities).

2. Promotion of accessible wireless service plans

In paragraph 334 of The Wireless Code, the Commission stated that

“WSPs generally expressed that they were committed to advancing accessibility issues. The Commission considers that disability-specific plans are currently being offered by WSPs, but that these plans may not be promoted sufficiently. The Commission notes consumers’ frustration with the wireless service industry in receiving customer service with expertise in the area of accessibility.”

(a) Explain, in detail, what steps your company has taken during the last two years to promote wireless service plans for people with disabilities to people with disabilities.

(b) Explain, in detail, what steps your company will take during the next two years to promote wireless service plans for people with disabilities to people with disabilities.

(c) Provide links to where information on accessible wireless service plans for people with disabilities can be found on your website.

3. Accessibility-specific customer service resources

In paragraph 335 of The Wireless Code, the Commission stated that

“335. WSPs should ensure that their customers with disabilities have access to the information they need to determine which plans, services, or products would best meet their needs. The Commission considers customer service resources with expertise the area of accessibility to be important for communication this type of information.”

(a) Explain, in detail, what steps your company has taken during the last two years to develop expertise in your customer service resources on the accessibility of wireless services to people with disabilities.

(b) Explain, in detail, what steps your company will take during the next two years to further develop expertise in your customer service resources on the accessibility of wireless services to people with disabilities.

(c) Assume one of your customers is inquiring about the wireless services that you offer to improve the accessibility of wireless services to people with disabilities.How do you ensure that customer has timely access to your customer service resources with expertise in accessibility services when the customer is looking for this information from:

(i) a client service representative in a store;

(ii) a client service representative over the phone; and

(iii) your website.

Date modified:

2014-02-04