Feedback process descriptions

The Accessible Canada Act (ACA) requires regulated service providers to establish a feedback process through which anyone can identify barriers that they have encountered in dealing with the entity. A barrier is defined in the ACA as anything that hinders the full and equal participation in society of persons with a disability, including a physical, mental, intellectual, cognitive, learning, communication or sensory disability or a functional limitation. The feedback process allows the public to communicate with the service provider regarding accessibility issues. This feedback is then used to inform the content of their accessibility plans and progress reports.

The ACA also requires service providers to publish a description of that feedback process and to notify the CRTC when it has been published. Consult the list of providers that notified the CRTC that their feedback process description is available on their website.

Deadlines

Not all service providers have the same deadline. Providers fall into different “classes” that are generally based on the number of their employees. See paragraph 4 of Information Bulletin 2022-117 definitions of each “class.”

• Classes B1 andT1 and classes B2 and T2: 1 June 2022
• Classes B3 and T3: 1 June 2023
• Classes B4 and T4 and Class T5: No obligation to notify the CRTC that they have published a feedback process description

Requirements for the feedback process and description

Sections 9 (broadcasting) and 25 (telecom) of the CRTC Accessibility Reporting Regulations (the Regulations) set out the specific required elements of the feedback process:

• The entity must receive feedback at minimum by phone or by email;
• The entity must allow feedback to be provided anonymously;
• The entity must designate and publicly identify a person (or job position) to be responsible for receiving feedback;
• The entity must acknowledge receipt of feedback, other than anonymous feedback;
• The entity must ensure that personal information remains confidential unless the person consents to its disclosure.

Every regulated entity must also publish a description of its feedback process. Sections 10 (broadcasting) and 26 (telecom) of the Regulations set out the publication requirements for the feedback process description:

• The entity must publish the description of its feedback process on its website, either directly on the homepage or by way of a hyperlink on the homepage;
• The description must be in clear, simple and concise language;
• The electronic publication of the description must meet the requirements of Level AA conformance as set out in the Web Content Accessibility Guidelines (WCAG).

CRTC staff recommends that entities reference all of these elements in their feedback process description. Please note that the CRTC has also published its own feedback process description under the ACA, which you may consult for your reference.

How to notify the CRTC of the publication

Service providers must notify the CRTC that they have published their feedback process and should do so through their My CRTC account. New regulated service providers may need to create an account.

To submit your notice:

1. Access the Forms and My CRTC Account page.
2. Select the Broadcasting Cover Page or Telecom Cover Page as applicable.
3. Log in either through your GCKey account or through a Sign-in Partner.
4. Enter the relevant information for your organization (name, address, etc.).

See Information Bulletin CRTC 2022-227 for more details.

Still have questions?

For more information about the requirements under the ACA and the Regulations, contact us at engagement@crtc.gc.ca.

Date modified:

2023-09-11