TABLE OF CONTENTS
GENERAL
CONSULTATIONS
EMPLOYMENT
Current State
Barriers and Opportunities
Employment Actions
THE BUILT ENVIRONMENT
Workspaces
Retail Stores
INFORMATION AND COMMUNICATION TECHNOLOGIES (ICT)
External ICT
Internal ICT
COMMUNICATION, other than ICT
Current State
Barriers and Opportunities
Communication other than ICT Actions
PROCUREMENT OF GOODS, SERVICES, AND FACILITIES
Current State
Barriers and Opportunities
Procurement of Goods and Services Actions
DESIGN AND DELIVERY OF PROGRAMS AND SERVICES
Current State
Barriers and Opportunities
Design and Delivery of Programs and Services Actions
TRANSPORTATION
REGULATORY REQUIREMENTS
Appendix A: ACCESSIBILITY PRINCIPLES
GENERAL
At Frontier Networks Inc., we are dedicated to fostering an inclusive environment and providing accessible services. Our journey from a small provider to a national telecommunications leader is driven by our commitment to innovation, connectivity, and customer satisfaction. We offer a wide range of services including high-speed internet, phone, data services, security, and smart home solutions to diverse sectors across Canada.
Our Accessibility Plan is a crucial step towards achieving a barrier-free organization. It outlines our strategies for identifying, removing, and preventing accessibility barriers to ensure that all employees and customers are treated with respect and dignity.
Guided by the Accessible Canada Act (ACA) Accessibility Principles, this plan focuses on the following priority areas:
- Employment
- The Built Environment
- Information and Communication Technologies (ICT)
- Communication, other than ICT
- Procurement of Goods, Services, and Facilities
- Design and Delivery of Programs and Services
For feedback, requests for accessible versions of this plan, or descriptions of our feedback process, please contact us:
- Email: [email protected]
- Phone: 416-847-5240
- Online: hellofrontiernetworks.com/accessibility
- Mail: Accessibility Frontier Networks Inc. 530 Kipling Avenue Toronto, Ontario M8Z 5E3
CONSULTATIONS
In developing our Accessibility Plan, Frontier Networks Inc. engaged in consultations with persons with disabilities, employees, and advocacy organizations. We conducted virtual sessions, online surveys, and solicited feedback through letters to ensure diverse input.
Our consultation process included:
- Participation in industry consultations to identify barriers in accessing our services.
- Multiple-choice surveys available in various formats and languages.
- An anonymous employee survey to gather insights on workplace barriers.
- Direct outreach to advocacy groups for feedback on our physical and service environments.
These consultations have provided us with valuable insights into existing barriers and opportunities for improvement.
EMPLOYMENT
We are committed to fostering an inclusive workplace where all employees have equal opportunities. By identifying and removing employment barriers, we aim to support the participation of all individuals.
Current State
Frontier Networks Inc. partners with organizations to enhance diversity and eliminate employment barriers. Our hiring practices are designed to be inclusive and accessible, encouraging applicants to self-identify any disabilities or accessibility needs.
We provide an Employee and Family Assistance Program to support our employees and their families with a range of personal and work-related concerns.
Barriers and Opportunities
A need for increased education and awareness about available support tools and accommodations was identified, highlighting the importance of enhancing our communication and training efforts.
Employment Actions
- Develop an internal website section dedicated to accessibility resources and feedback.
- Implement mandatory training for all managers to ensure support for employees with disabilities.
- Increase communication about our Employee and Family Assistance Program.
- Provide annual training for our Talent Acquisition team on inclusive hiring practices.
- Expand partnerships and outreach to promote the recruitment of persons with disabilities.
- Review and update our hiring and onboarding processes to ensure equal opportunities for all candidates.
THE BUILT ENVIRONMENT
Our built environment encompasses our offices and retail spaces, which we strive to make accessible for both customers and employees.
Workspaces
Our workspaces are designed to support various business functions and include offices and community TV stations.
Current State
Accessibility features in our buildings vary based on factors like age, renovations, and ownership.
Barriers and Opportunities
Barriers include inaccessible entrances, washrooms, parking areas, boardrooms, and common spaces.
Workspace Actions
- Identify and prioritize accessibility improvements in collaboration with facilities managers.
- Ensure boardrooms and common areas are free of physical barriers.
- Incorporate accessibility best practices in new workspaces and renovations.
Retail Stores
We currently do not offer Retail Locations.
Current State
Future renovations in our retail stores were carried out with accessibility in mind.
Barriers and Opportunities
Challenges include inadequate seating and high service counters in some stores.
Retail and Office Actions
- Review each retail location for adequate seating and accessibility adjustments.
- Upgrade older retail spaces to meet accessibility needs.
- Incorporate accessibility considerations into new store designs.
INFORMATION AND COMMUNICATION TECHNOLOGIES (ICT)
We are committed to ensuring that our ICT is accessible to all customers and employees.
External ICT
Our external ICT includes our website, online chat, email, electronic documents, telephone, and text messaging.
Current State
Our website provides information on accessibility services and adheres to Web Content Accessibility Guidelines (WCAG) 2.0 Level AA.
Barriers and Opportunities
Identified barriers include difficult website navigation, complex phone systems, and challenges with online chat for persons with cognitive disabilities.
External ICT Actions
- Launch accessible bill management tools.
- Improve the accessibility of our phone systems.
- Simplify website navigation.
Internal ICT
We use internal platforms like intranets and Microsoft tools for employee communication.
Current State
Our internal software includes accessibility features and we continuously ensure accessibility.
Barriers and Opportunities
Barriers identified include small font sizes and complex navigation in some internal systems.
Internal ICT Actions
- Monitor and adjust internal communication platforms for accessibility.
- Review the accessibility of intranet pages.
- Raise awareness about accessibility options in our software.
COMMUNICATION, other than ICT
We aim to ensure all forms of communication are accessible, including interactions in our retail stores and customer support.
Current State
We use plain language in all customer-facing documents and service agreements.
Barriers and Opportunities
Barriers include a lack of awareness among employees on how to communicate effectively with persons with disabilities.
Communication other than ICT Actions
- Develop and implement accessible communication training for frontline staff.
- Provide general awareness training for all employees by March 2024.
PROCUREMENT OF GOODS, SERVICES, AND FACILITIES
We integrate accessibility considerations into our procurement processes.
Current State
Our procurement processes include the acquisition of technology, software, and telecommunications equipment.
Barriers and Opportunities
We recognize the need to enhance our procurement processes to fully meet accessibility requirements.
Procurement Actions
- Review and update procurement processes to include accessibility requirements.
- Engage with suppliers to ensure accessibility is considered in their offerings.
DESIGN AND DELIVERY OF PROGRAMS AND SERVICES
We strive to make our services accessible to all Canadians.
Current State
Our TV services and equipment offer various accessibility features such as described video and voice guidance.
Barriers and Opportunities
Barriers include a lack of awareness among employees about accessibility features and services.
Program and Service Actions
- Train frontline agents on accessible service offerings.
- Develop marketing materials to educate customers on accessibility options.
- Consult with persons with disabilities to improve our mobile service offerings.
TRANSPORTATION
While Frontier Networks Inc. does not offer transportation services, we ensure that any provided transportation is accessible.
REGULATORY REQUIREMENTS
We comply with all regulatory requirements under the Broadcasting Act and Telecommunications Act related to accessibility.
Appendix A: ACCESSIBILITY PRINCIPLES
Our Accessibility Plan is guided by the following principles: (a) Dignity and respect for all persons. (b) Equal opportunity for all individuals to achieve their desired lives. (c) Barrier-free access to full participation in society. (d) Meaningful options and support for making personal choices. (e) Inclusive consideration of disabilities in laws, policies, programs, and services. (f) Involvement of persons with disabilities in the development of accessibility standards. (g) Aiming for the highest level of accessibility in all regulations and standards.
