Feedback Process for Accessibility

1. Introduction

As part of our commitment to accessibility and in compliance with the Accessible Canada Act and the CRTC Accessibility Reporting Regulations, we welcome feedback on our accessibility services and measures. We value the input of our customers and the public to improve the accessibility of our telecommunications services.

2. Purpose

The purpose of this document is to outline the process for receiving, documenting, and responding to feedback regarding the accessibility of our services. This feedback process is intended to ensure transparency, accountability, and continuous improvement in accessibility.

3. Feedback Mechanisms

Customers and the public can provide feedback on accessibility through the following mechanisms:

• Email: Send an email to info@smartip.ca (subject line: Accessibility)
• Phone: Call our dedicated accessibility line at 905-595-4427
• Mail: Write to us at: Smart IP Inc., 66 Nuggett Court, Brampton, ON, L6T 5A9.
• In Person: Visit our head office at the address above during business hours (Monday to Friday, 9 AM to 5 PM).

4. Information to Include in Feedback

To help us effectively address your feedback, please include the following information:

• Description of the accessibility issue or suggestion
• Your preferred method of contact (email, phone, mail)
• Any specific details or examples that illustrate the issue
• Any supporting documentation, if applicable

5. Acknowledgement of Feedback

Upon receiving your feedback, we will:

• Acknowledge receipt within five (5) business days.
• Provide an estimated timeline for a full response, which will generally be within fifteen (15) business days.

6. Handling and Responding to Feedback

• All feedback will be reviewed by our Accessibility Coordinator.
• We may contact you for additional information or clarification if needed.
• We will document all feedback received, including the date of receipt, nature of the feedback, actions taken, and the response provided.

7. Continuous Improvement

Feedback will be used to:

• Identify and address immediate accessibility issues.
• Inform our accessibility plans and initiatives.
• Enhance our ongoing efforts to provide accessible services to all customers.

8. Privacy and Confidentiality

We are committed to protecting your privacy. Any personal information collected as part of the feedback process will be handled in accordance with our privacy policy and applicable privacy laws.

9. Reporting

As required by the CRTC Accessibility Reporting Regulations, we will include a summary of feedback received and actions taken in our annual accessibility report.

Contact Us

For more information or assistance with the feedback process, please contact our Accessibility Coordinator at info@meteortel.com (subject line: Accessibility) or call 905-595-4427.

To streamline the feedback process, you may use the following form when submitting feedback:

Accessibility Feedback Form

By implementing this feedback process, we aim to foster an inclusive and accessible environment for all our customers. Your feedback is crucial in helping us achieve this goal.