ASL – Call for comments – Addressing complaints – 6 of 10
Video is also available in Langue des signes québecoise (LSQ).
Video Transcript
Addressing complaints
Addressing and responding to complaints from viewers about closed captioning is critical to ensuring its quality and reliability for those who need it.
The Commission currently accepts complaints on closed captioning and it takes action based on those complaints. In general, when the Commission receives a complaint from a viewer, it requests a response from the broadcaster and shares that response with the complainant. It can also request that a broadcaster submit its monthly accuracy rate calculations, that it calculate the accuracy rate of a specific program that is the subject of the complaint, or ask for a copy of the program in question.
In light of the above, the Commission seeks comments on the following:
- Q12. How should complaints about closed captioning of programs provided by online streaming undertakings be addressed?
- (a) Do online streaming undertakings have a method for viewers to file a complaint about closed captioning?
- (b) Should there be standards with respect to addressing these types of complaints?
- (c) How can complaints processes be made as transparent as possible?
- (d) When should the Commission intervene, if at all?
- Q13. Should online streaming undertakings be required to retain copies of captioned programs for the purposes of addressing complaints, particularly after the content has been removed from their platforms? If so, for how long?
The purpose of this consultation was to find out how we can ensure that Canadians who rely on closed captioning have access to barrier-free programming online.
This video in sign language shows the content of the Call for comments – Addressing complaints section in the Broadcasting Notice of Consultation CRTC 2024-137.
Consultation on closed captioning of programming from online streaming services
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