Accessibility
Accessibility Plan
iTel Network’s is dedicated to creating an accessibility plan in accordance to the objectives and obligations set out by the Accessible Canada Regulations (SOR/2021-241). Our team members are working hard to creating a barrier-free experience for our users, customers, colleagues, and partners with efforts being made to identify, remove, and prevent physical & psychological barriers in the following areas:
- Employment
- Services
- Environment
- Customer Support
iTel Network’s Accessibility Plan is available for public viewing by following this link. If you have any feedback regarding our plan, you can reach us using one of the channels listed below.
Accessibility Feedback
What feedback can you provide?
Using any of our channels listed below, you can provide feedback on the barriers you experience when dealing with iTel Networks or feedback that will help to inform our future 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.”
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. That way we will not see any of your contact information, such as a phone number or email address.
Accessibility Feedback Channels
iTel Networks is dedicated to addressing our customers’ individual accessibility needs. You can submit feedback to our Manager, People and Culture, using any of the methods below.
If your issue isn’t specific to accessibility (e.g., you’re looking for information about your account, billing or technical support) please visit our Support & Maintenance page instead.
Phone
Toll-Free:
When emailing accessibility, please include your preferred method(s) of contact.
Web Form
Acknowledgement of Feedback
What happens after you supply feedback?
Automatic acknowledgement of receipt will be sent for feedback received by web form. Feedback provided through telephone and email involves direct interaction with an iTel Networks employee, and therefore, the employee will acknowledge receipt of the feedback. For feedback received by mail, if contact information is provided, an acknowledgement letter will be mailed to the address provided.
IP Relay Service
The IP Relay Service allows you to communicate via text online using web-capable devices through a chat interface and a third-party operator.
The IP Relay Service will enable faster communications with the relay operator and allow you to see more of the conversation on your computer screen than what can be seen on a TTY window.
To start using the IP Relay Service, you must first Sign Up for the iTel IP Relay Service by emailing [email protected]
Once you have submitted your registration for IP Relay service, a group dedicated to addressing our customers’ accessibility needs will contact you within 1 to 2 business days confirming that your registration has been successful.
Once registered you can log in to IP Relay Portal on any internet connected device via: https://iprelay.northern911.com/
Calls placed through the iTel IP Relay Service are entirely confidential. IP Relay agents are professionally trained and follow a strict code of ethics. No record of conversation content is retained.
How to place a Text to Voice Call
In order to initiate a text to voice call, go to https://iprelay.northern911.com/ and log in with your IP Message Relay Username and password.
How to place a 911 call
While logged in to your IP Message Relay account, select the appropriate button: 911 – Police / 911 – Fire / 911 – Ambulance. The IP Message Relay Operator will contact 911, confirm your address and translate with various emergency centers until he or she is no longer required and the appropriate department has been dispatched to your location.
Message Relay Service (7-1-1)
An operator service that allows people who are deaf, hard–of–hearing, speech-disabled, or deaf-blind to place calls to standard telephone users via a keyboard or assistive device. A specialized operator acts as an intermediary for the two parties.
Message Relay Service (MRS) is a confidential relay service. Persons with a hearing or speech impairment call MRS using a Teletypewriter (TTY). Their typed message is received at MRS, the operator places their call and verbally relays their typed message to the other party.
More Questions?
Please contact us for any additional information about iTel Relay Services. We would be more than happy to direct you to the resources you need, or to put you in touch with an iTel Associate who will be able to answer all of your questions.
Retention
All feedback received will be converted into a suitable digital format and will be stored in iTel Networks’ document management system. A filing system has been created specifically to manage feedback related to the ACA. Feedback (except that submitted anonymously) will be sorted by source, that is, whether it was received from an employee or from an external stakeholder. The feedback will then be further categorized by the relevant areas under section 5 of the ACA:
- Employment
- Built Environment
- Information and Communication Technologies (ICT)
- Communication, other than ICT
- Procurement of goods, services, and facilities
- The design and delivery of services
How feedback will be used
Feedback will help iTel Networks 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 iTel Networks 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.
