Statement of Commitment

The Commission for Complaints for Telecom-television Services (“CCTS”) is committed to being responsive to the diverse needs of the public and striving to provide all people with an equal opportunity to obtain, use and benefit from its services while allowing each person to maintain their dignity and independence.

Providing accessible customer service so that people with disabilities can contact us easily and use our services is one of our core values and a key principle in our Performance Standards.

The CCTS will apply to each person the key principles of equality, integration, dignity and independence regardless of whether an individual is:

• Using our services through telephone or online platforms
• Accessing information about the CCTS and our services
• Visiting or working within our offices

Intent

The 2020 to 2025 accessibility plan outlines the policies and actions that the CCTS will put in place to improve opportunities for people with disabilities in accordance with the requirements communicated under the Integrated Accessibility Standards, Ontario Regulation 191/11.

Review and Update

This plan was created in June, 2020 and must be reviewed and updated by June, 2025.

1. General Requirements

Commitment:

The CCTS is committed to establishing policies which comply with legislated Standards and are available in accessible formats. The CCTS remains focused on ensuring that all staff are trained on the Standards, and the Human Rights Code.

Planned Action:

The CCTS’s compliance with the General Requirements of the Integrated Accessibility Standards is ongoing. The CCTS will continue to fulfill its commitment by:

• Establishing accessibility policies which are publicly available and posted/shared in an accessible format.
• Reviewing existing internal Accessibility Policies and identifying opportunities to reinforce requirements that improve and enhance CCTS’ accessibility
• Maintaining a Multi-Year Accessibility Plan with strategies to prevent/remove barriers. This Plan will also be publicly available and shared in an accessible format. This plan will be reviewed and updated every 5 years.
• Conducting training for all CCTS employees on Accessibility and on the Human Rights code. The CCTS will continue to maintain records of all completed training and ensure that all current staff, new hires and volunteer/part-time workers complete their training requirements.

2. Information and Communication Standards

Commitment:

The CCTS is committed to ensuring that all information and communications are available in accessible formats, including the processes the CCTS uses for receiving and responding to feedback. The CCTS’ website currently conforms with legislated Information and Communication Standards.

Planned Action:

The CCTS’ compliance with the Information and Communication Standards is ongoing. The CCTS will continue to fulfill its commitment by:

• Providing information and communicating with customers, employees and other stakeholders via accessible means and formats.
• Converting existing publicly available documents into accessible formats.
• Ensuring that newly developed publicly documents are automatically converted into accessible formats.

3. Employment Standards

Commitment:

The CCTS is committed to accommodating all applicants, candidates and employees through the recruitment process as well as in day-to-day employment activities.

The CCTS accommodates applicants, interviewees, successful applicants throughout the recruitment process, and communicates the availability of accommodations to employees. The CCTS consults with employees in need of accommodations, and generates individual workplace emergency response information, individual accommodations plans, and return-to-work plans when necessary. CCTS also considers an employee’s accessibility needs when conducting performance reviews and when considering career development opportunities and redeployment.

Planned Action:

The CCTS’ compliance with the Employment Standards is ongoing. To further improve its accessibility policies and processes for employees, applicants and candidates, the CCTS will continue to fulfill its commitment by:

• Publishing and maintaining its written process to act as a standard and aid in the development of individualized accommodation plans. Continuous review and assessment of the process will be completed to proactively identify barriers or gaps once and to make any improvements deemed necessary.
• Publishing and maintaining its written process for supporting return-to-work after a disability-related absence. Continuous review and assessment of the process will be completed to proactively identify barriers or gaps once and to make any improvements deemed necessary.

 4. Customer Service Standards

Commitment:

The CCTS has developed and implemented an Accessibility Standards for Customer Service Policy which includes details regarding how the CCTS will communicate service disruptions to the public. The CCTS ensure that all staff are trained on this policy. The CCTS has processes for collecting and responding to feedback. The CCTS is committed to ensure that all customer-service related policies are publicly available in an accessible format.

Planned Action:

The CCTS’ compliance with the Customer Service Standards is ongoing. The CCTS will continue to fulfill its commitment by:

• Making policies publicly available and in an accessible format and editing the CCTS company website to clearly indicate the availability of all accessibility policies.
• Editing the CCTS company website to explicitly include the CCTS Accessibility Training Policy, content and timing.

Action Taken

The following actions have already been implemented by the CCTS:

• Ensuring all employees who deal with the public on behalf of the CCTS receive Accessibility training in order to communicate and provide the best possible service to all customers, PSPs and stakeholders, including persons with disabilities.
• Ensuring all employees who provide customer service are trained and familiar with various assistive devices that may be used by customers with disabilities who are accessing CCTS’ services.
• Ensuring completion of all accessibility training is tracked and recorded.
• Providing accessible telephone and e-services to customers, and offering to communicate in the manner most accessible to them upon request.
• Converting existing publicly available documents into accessible formats.
• Ensuring that newly developed publicly documents are automatically converted into accessible formats.
• Providing information and communicating with customers, employees and other stakeholders via accessible means and formats. This includes ensuring that customers receive prompt notification of any disruption to our services via posts in accessible formats on the CCTS website.
• Welcoming customer feedback to improve the accessibility of our services through multiple channels of communication upon request.
• Information has been added to the CCTS website to communicate its accessible customer service policies.