Accessibility at Brooke Telecom Co-operative

Brooke Telecom Co-operative Ltd. Commitment to Accessibility

Brooke Telecom is committed to making our services more accessible and have introduced products and

enhanced services tailored to meet the needs of all our customers. We continue to learn and develop ways in which we can be more accessible and inclusive to meet the needs of people with disabilities.

Accessible Canada Act

The Government of Canada consulted with Canadians from July 2016 to February 2017 to find out what an accessible Canada means to them. On June 20, 2018, the Government introduced Bill C-81, An Act to ensure a barrier-free Canada (the Accessible Canada Act) in Parliament. The Accessible Canada Act received Royal Assent on June 21, 2019, and came into force on July 11, 2019.

View a Summary of the Accessible Canada Act (https://www.canada.ca/en/employment-social-development/programs/accessible-canada/act-summary.html)

Brooke Telecom welcomes your feedback on any accessibility barriers that you may have encountered in dealing with Brooke Telecom or the manner in which we are implementing our Accessibility Plan.

The Accessible Canada Act (ACA) defines a barrier as:

“.. anything physical, architectural, technological, or attitudinal, anything that is based on information or

communications or anything that is the result of a policy or a practice – that hinders the full and equal participation in society of persons with an impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment or a functional limitation.”

Feedback Process

All submissions will be validated, triaged, and acknowledged by the General Manager and every effort will be made to acknowledge submissions within 5 business days. All feedback is considered confidential and anonymous submissions will be respected. Feedback can be general or specific, but providing more details such as the date, the name of the webpage, application or activity involved, may make it easier for us to understand your concerns.

Feedback can be sent by:

Mail

General Manager

Brooke Telecom Co-operative Ltd.

PO Box 40

3241 Park Street

Inwood, Ontario

N0N 1K0

Telephone

519-844-2160

Monday to Friday, 8:30 a.m. to 4:30 p.m.

Email

brooke@brooketel.coop

Online Form

Accessibility Feedback Form

Anonymous Feedback

Individuals providing feedback can provide personal information and contact information, but they do not have to. If you wish to submit feedback anonymously the online webform may be the best method to do so. No contact information, such as name, phone number or email address are required as part of this form.

Employee Feedback

Brooke Telecom employees will have the option to access a separate webform. Employees can also remain anonymous by using the employee webform, which will not identify an employee unless they choose to submit personal information. Where an employee requests follow-up, this will also ensure that the fewest number of individuals have access to the employee’s feedback to maintain the highest level of confidentiality as possible.

How Feedback Will be Used

Feedback will help Brooke Telcom to continuously improve our accessibility efforts. Some feedback may not require a direct response or immediate follow-up, and some may highlight issues that need to be addressed right away. However, all feedback received will help Brooke Telecom develop its future accessibility plans and it will help us know how we are progressing towards our accessibility goals. The feedback we receive will be taken into consideration when we write our accessibility progress reports, published in the years between accessibility plans.

Retention

All feedback will be stored at Brooke Telecom for the required seven-year period.

Request for Information or Correspondence in a Alternate Format

You can request an alternative format of our feedback process in print, large print, audio format or an electronic format that is compatible with adaptive technology by sending an email to: brooke@brooketel.coop

Brooke Telecom is a Class B3 and T3 entity under the Accessibility Canada Act. Information requested in an alternate format will be available by the 20th day after the day on which the request is received.

The charts below outline the accessibility services available to you and may depend on the type of service(s) you chose to take with Brooke Telecom. For more information, you can contact us at 519-844-2160 or visit one of our offices in Inwood, Watford or Petrolia.

Hearing

Mobility Service Options	Service Description	How Service Improves Accessibility For People With Disabilities
Video Calling	Allows the user to see and hear the person they’re talking to on their mobile phone and lets them see and hear them.	Feature which facilitates use of sign language when used in conjunction with a phone stand
Call Display	Allows the user to see the caller’s name or phone number before they answer.	Provides a visual indication that someone is calling and provides phone number which the user can use to respond in anyway they wish
Text to landline messaging	Ability to send text messages from a mobile phone to a landline phone. The text messages are converted into voice messages. (not available to landlines that are in the: 519-844, 519-847, 519-849, 519-876, 519-898, 226-846, 548-843, 548-845 areas)	Gives user the ability to leave a message on a landline phone without the use of voice
Messaging	Text messaging (SMS), email, instant messaging (IM) and multimedia messaging (MMS or picture and video messaging) are offered on a large selection of mobile phones and smartphones.	Commonly-used method of communication for people with hearing and speech-related disabilities; does not require use of hearing or speech
Voicemail to Text	Ability to have voice messages converted into text messages on the user’s mobile phone. Supports both English and French.	Turns an unreadable voicemail into text format for people who cannot hear
Text with 9-1-1	Allows deaf, hard of hearing, or speech impaired persons to communicate with9-1-1 call centres using wireless text messaging (SMS).	Provides access to 9-1-1 emergency services to customers who are deaf and hard of hearing using text messaging
Data-only plans	Where voice services are not required, data-only plans are available for customers with a super phone, smartphone or Turbo Stick. Customers can access emails, browse the Internet,	Ensures that customers who do not use voice services, do not have to pay for voice services

Visual

Mobility Service Options	Service Description	How Service Improves Accessibility For People With Disabilities
Text to Landline Messaging	Ability to send text messages from a mobile phone to a landline phone. The text messages are converted into voice messages. (not available to landlines that are in the: 519-844, 519-847, 519-849, 519-876, 519-898, 226-846, 548-843, 548-845 areas)	Allows texts sent to a landline to be converted into voicemails which would be interpreted by someone with a visual disability
Voice Dialing	Customer can make a call by simply speaking the name or number of the person they are trying to reach.	Makes dialing a call faster and easier fora user who has a visual disability
Call Forwarding	Customer can automatically forward incoming calls to any number they choose.	Gives a user the ability to forward calls from one phone to another if they wish
Message Centre	Message Centre is an enhanced voicemail service that takes up to 25 five-minute voice messages.	Increased capacity for voicemail messages. Could be useful for someone who primarily uses voice calls
Operator Assistance	If eligible, operators can place local calls and navigate Interactive Voice Response (IVR) systems for the customer, free of charge. The surcharge for operator assisted long distance calls is also waived.	Assistive service which places calls and navigates IVR systems on the customer’s behalf. Could be useful for someone with a visual disability because it reduces the requirement to dial and locate specific keys; also waives fee for long distance operator assistance.
Free Directory Assistance	If eligible, the customer may be exempt from paying local and long distance Directory Assistance and Automatic Directory Assistance Call Completion charges.	Assistive service which locates numbers on a user’s behalf. Could be useful for someone with a visual disability because it reduces the requirement to lookup a number; also waives fee.
Alternate Formats	Upon request, customers can get bills in Braille.	Gives user the ability to receive bills and other documents in a format that is accessible for them

Mobility

Mobility Service Options	Service Description	How Service Improves Accessibility For People With Disabilities
Call Display	Allows the user to see the caller’s name or phone number before they answer.	Provides record of phone number and contact who called in case the user could not reach the phone in time to answer
Call Forwarding	Customer can automatically forward incoming calls to any number they choose.	Gives a user the ability to forward calls from one phone to another if they wish
Email to Text	Send and receive email via text message.	Reduces the need to open multiple messaging applications, thereby reducing the use of hands and/or fingers
Visual Voicemail	Customers can manage their voice messages without having to dial in to their voicemail service.	Faster way to access voicemail, no need to remember password or dial numbers
Voicemail to Text	Ability to have voice messages converted into text messages on the user’s mobile phone. Supports both English and French.	Reduces the need to open multiple messaging applications, thereby reducing the use of hands and/or fingers
Roadside Assistance	Roadside Assistance providing 24/7emergency services anywhere in Canada and the U.S., such as gas delivery, battery boost and more.	Provides users with assistance for roadside emergencies which might be particularly troublesome for a user with a disability
Voice Dialing	Customer can make a call by simply speaking the name or number of the person they are trying to reach.	Makes dialing a call faster and easier fora user who has a physical disability
Operator Assistance	If eligible, operators can place local calls and navigate Interactive Voice Response(IVR) systems for the customer, free of charge. The surcharge for operator assisted long distance calls is also waived.	Assistive service which places calls and navigates IVR systems on the customer’s behalf. Could be useful for someone with a physical disability because it reduces the requirement to dial and locate specific keys; also waives fee for long distance operator

Cognitive

Mobility Service Options	Service Description	How Service Improves Accessibility For People With Disabilities
Messaging	Text messaging (SMS), email, instant messaging (IM) and multimedia messaging (MMS or picture and video messaging) are offered on a large selection of mobile phones and smartphones.	Commonly-used method of communication for people with hearing and speech-related disabilities; does not require use of hearing or speech
Message Centre	Message Centre is an enhanced voicemail service that takes up to 25 five-minute voice messages.	Increased capacity for voicemail messages. Could be useful for someone who primarily uses voice calls
Visual Voicemail	Customers can manage their voice messages without having to dial in to their voicemail service.	Faster way to access voicemail, no need to remember password or dial numbers
Operator Assistance	If eligible, operators can place local calls and navigate Interactive Voice Response (IVR) systems for the customer, free of charge. The surcharge for operator assisted long distance calls is also waived.	Assistive service which places calls and navigates IVR systems on the customer’s behalf. Could be useful for someone with a cognitive disability because it reduces the requirement to dial and locate specific keys; also waives fee for long distance operator
Free Directory Assistance	If eligible, the customer may be exempt from paying local and long distance Directory Assistance and Automatic Directory Assistance Call Completion charges.	Assistive service which locates numbers on a user’s behalf. Could be useful for someone with a cognitive disability because it reduces the requirement to lookup a number; also waives fee
Alternate Formats	Upon request, customers can get bills in Braille, large print, e-text or audio CD format. Some other documents are also available in Braille or large print.	Gives user the ability to receive bills and other documents in a format that is accessible for them

General Mobility Services

Service Option	Service Description	How Service Improves Accessibility For People With Disabilities
Self serve	Allows customer to check data usage using a web browser on their mobile phone or computer	Makes it easier for customers to monitor usage when it is convenient for them on a full size computer, when they are able or they have help.
National Do Not Call List	Reduces unwanted telemarketing calls.	Reduces unwanted calls from telemarketers
Enhanced 9-1-1	When the customer dials 9-1-1 from their phone, the call will be routed to the9-1-1 emergency operator in their area and provides them with location information.	Automatically provides 9-1-1 call centre with customer location information when making a 9-1-1 call
Accessible Locations	Accessibility to service locations for customers with disabilities	Easy access to showrooms and customer service areas
Variety of methods available to contact customer service	Customer service can be contacted via phone, email, mail or in-person.	Provides customers with a variety of methods to communicate with customer service in a way that is accessible to them
Flexible plan options	A variety of service plans and features are available which can be tailored to suit customer needs	Provides customers with the flexibility to create a plan that includes features which improve the accessibility of their handset

Accessibility Discount on Mobile Service Charges

In an effort to ease the burden of telecommunication expenses, specifically mobility charges, Brooke Telecom offers a discounted rate on a monthly basis to persons with hearing, vision, speech, cognitive and physical (mobility and dexterity) accessibility needs.

A $20 account credit will be applied monthly to eligible persons on Connect Everything or Unlimited smartphone rate plan.

Brooke Telecom’s customers with self-identified accessibility needs are eligible for an extended trial period when purchasing wireless service on a term commitment.

If you’re not completely satisfied, you may exchange or return your device if you meet the following four conditions:

For postpaid mobile customers & Mobile Internet devices:

1. You return the device within 30 days of your commitment start date.

2. You return the device and original receipt to your purchase location.

3. The device is in “like new” condition with all original packaging, manuals and accessories included.

4. You have not used the device excessively, in violation of our Responsible Use of Services Policy.

For prepaid mobile customers:

1. You return the device within 30 days of your commitment start date.

2. You return the device and original receipt to your purchase location.

3. The device is in “like new” condition with all original packaging, manuals and accessories included.

4. The device has not exceeded 30 minutes of voice usage or 50 MB of data usage

Please see our Policies for more information. (https://brooketel.coop/policies-and-tariffs/policies)