Commitment to Accessibility - Wightman Telecom

Feedback Process

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.

Telephone

Monday – Friday

8am – 5pm

519-327-8012

1-888-477-2177

Mail

Att: Manager Customer Call Care

100 Elora St. N, Clifford, ON N0G 1 M0

POBOX 70

[email protected]

Online Accessibility Feedback Form

Your information is important to us. If you include your contact information, we will send an acknowledgment that we have received your feedback. If you do not include your contact details, we will retain your information as an anonymous submission.

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 you do not need to enter your contact information, such as name, phone number or email address.

How feedback will be used

Feedback will help Wightman 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 Wightman 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 Wightman for the required seven-year period.

Request for information of correspondence in an 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: [email protected]

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Service features for those with disabilities

The chart below outlines the accessibility services available to you and may depend on the type of service(s) you chose to take with Wightman. For more informaton you can contact us at 519-327-8012 or visit our head office at 100 Elora St. North, Clifford, ON.

HEARING:

Service Feature:	Service Description:	How Service Improves Accessibility:
Video Calling	Allows the user to use video and audio for communication between people in real time using the camera on their mobile device.	This feature helps facilitate the use of sign language for persons who are deaf, deafened, hard-of-hearing, or speech-impaired (DHHSI).
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 any way they wish.
Call Answer	Allows the user to have all calls automatically answered and records a message for incoming calls when you are not available to answer.	Access your call answer messages with audio output through any computer with internet on your phone.
Wightman ONE	Calls can be programmed to ring at several numbers such as your mobile, home phone, or office extension, or to ring simultaneously at each location.	You have the flexibility of setting and removing the programming yourself.
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.	Ability to facilitate better communication for persons who are deaf, deafened, hard-of-hearing, or speech-impaired (DHHSI).
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 persons who are deaf, deafened, hard-of-hearing, or speech-impaired as it does not require use of hearing or speech.
Automatic Recall	Allows user to see the number of the most recent incoming call with the option dial that number.	Feature is helpful for those with hearing, speech-related and cognitive disabilities; does not require use of hearing or speech.
Voicemail To Email	This is included as part of Wightman’s Call Answer feature.	Sends a copy of any voicemail message you receive to your email address in the form of an audio file.
Hearing Aid Compatibility (HAC)	Information on hearing aid compatibility available on select devices.	Assists customers who use hearing aids to make an informed decision about an accessible phone.
National Do Not Call List	Reduces unsolicited/ telemarketing calls.	Helps streamlining your calls and potentially improving overall experience.
IP Relay	A free Message Relay service for the hearing and/or speech impaired who use the internet to communicate. NOTE: You must register with Wightman to use the service. To register for IP Relay, call us at 1-888-477-2177 or email us here.	The IP Relay service is designed to meet the criteria set forth by the CRTC as outlined in Policy 2009-430. To learn more visit our Support page.
711 (TTY)	711 is a message relay service for the hearing and/or speech impaired who use TTY machines to communicate.	Standard Telephone users can make calls to Wightman TTY & IP Relay users and an operator will type spoken words to the IP Relay user and read back their replies. Learn more
Voice Call to TTY	Call to TTY user you must provide the Operator with the User you want to communicate with. The Operator will make the connection to the other party and then relay the conversation between the two of the two parties.	This feature helps facilitate communication with deaf, deafened, hard-of-hearing, or speech-impaired (DHHSI) persons.
TTY to Voice Call	TTY user can make a voice call with assistance of an Operator who will read the request, make the call to the other party, and then relay the conversation between the two of the two parties.	This feature helps facilitate communication with deaf, deafened, hard-of-hearing, or speech-impaired (DHHSI) persons.
Accessible Locations	Our service locations are accessible for customers with disabilities.	Easy access to entrance, customer service area, and showrooms.
SMART Hub (Self Serve)	Allows customer to manage their account on the go using the Web browser on their mobile phone.	Makes it easier for customers to manage their account on their own, and lessens the need to contact customer service.
Customer Service	Our Customer Service can be contacted by phone, email, IM or by mail.	A variety of methods to communicate with customer service that is more accessible.
Flexible Option Plans	Variety of service plans and features available that can be tailored to suit customer needs.	Allows customer the flexibility to create a plan that includes features which improve the accessibility of their device.

VISUAL:

Service Feature:	Service Description:	How Service Improves Accessibility:
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.
Call Answer	Allows the user to have all calls automatically answered and records a message for incoming calls when you are not available to answer.	Access your call answer messages with audio output through any computer with internet on your phone.
Wightman ONE	Calls can be programmed to ring at several numbers such as your mobile, home phone, or office extension, or to ring simultaneously at each location.	You have the flexibility of setting and removing the programming yourself.
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.	Ability to facilitate better communication for persons who are visually impaired.
Voice Dialling	Customer can make a call by simply speaking the name or number of the person they are trying to reach.	Commonly-used method for persons who are visually impaired as it does not require use of vision.
Voicemail To Email	This is included as part of Wightman’s Call Answer feature.	Sends a copy of any voicemail message you receive to your email address in the form of an audio file.
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.	Assistance from operators to place local calls and navigate Interactive Voice Response (IVR) systems for the user.
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.	Eligible customers are exempt from paying Directory Assistance Call Completion charges.
National Do Not Call List	Reduces unsolicited/ telemarketing calls.	Helps streamlining your calls and potentially improving overall experience.
Accessible Locations	Our service locations are accessible for customers with disabilities.	Easy access to entrance, customer service area, and showrooms.
Customer Service	Our Customer Service can be contacted by phone, email, IM or by mail.	A variety of methods to communicate with customer service that is more accessible.
Flexible Option Plans	Variety of service plans and features available that can be tailored to suit customer needs.	Allows customer the flexibility to create a plan that includes features which improve the accessibility of their device.

COGNITIVE:

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 any way they wish.
Call Answer	Allows the user to have all calls automatically answered and records a message for incoming calls when you are not available to answer.	Access your call answer messages with audio output through any computer with internet on your phone.
Wightman ONE	Calls can be programmed to ring at several numbers such as your mobile, home phone, or office extension, or to ring simultaneously at each location.	You have the flexibility of setting and removing the programming yourself.
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 persons who are deaf, deafened, hard-of-hearing, or speech-impaired as it does not require use of hearing or speech.
Automatic Recall	Allows user to see the number of the most recent incoming call with the option dial that number.	Feature is helpful for those with hearing, speech-related and cognitive disabilities; does not require use of hearing or speech.
Voicemail To Email	This is included as part of Wightman’s Call Answer feature.	Sends a copy of any voicemail message you receive to your email address in the form of an audio file.
National Do Not Call List	Reduces unsolicited/ telemarketing calls.	Helps streamlining your calls and potentially improving overall experience.
Accessible Locations	Our service locations are accessible for customers with disabilities.	Easy access to entrance, customer service area, and showrooms.
SMART Hub (Self Serve)	Allows customer to manage their account on the go using the Web browser on their mobile phone.	Makes it easier for customers to manage their account on their own, and lessens the need to contact customer service.
Customer Service	Our Customer Service can be contacted by phone, email, IM or by mail.	A variety of methods to communicate with customer service that is more accessible.
Flexible Option Plans	Variety of service plans and features available that can be tailored to suit customer needs.	Allows customer the flexibility to create a plan that includes features which improve the accessibility of their device.

PHYSICAL / MOBILITY:

Service Feature:	Service Description:	How Service Improves Accessibility:
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.
Call Answer	Allows the user to have all calls automatically answered and records a message for incoming calls when you are not available to answer.	Access your call answer messages with audio output through any computer with internet on your phone.
Wightman ONE	Calls can be programmed to ring at several numbers such as your mobile, home phone, or office extension, or to ring simultaneously at each location.	You have the flexibility of setting and removing the programming yourself.
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.	Ability to facilitate better communication for persons who are visually impaired.
Voice Dialling	Customer can make a call by simply speaking the name or number of the person they are trying to reach.	Commonly-used method for persons who are visually impaired as it does not require use of vision.
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 are deaf, deafened, hard-of-hearing, or speech-impaired.
Voicemail To Email	This is included as part of Wightman’s Call Answer feature.	Sends a copy of any voicemail message you receive to your email address in the form of an audio file.
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.	Assistance from operators to place local calls and navigate Interactive Voice Response (IVR) systems for the user.
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.	Eligible customers are exempt from paying Directory Assistance Call Completion charges.
National Do Not Call List	Reduces unsolicited/ telemarketing calls.	Helps streamlining your calls and potentially improving overall experience.
Accessible Locations	Our service locations are accessible for customers with disabilities.	Easy access to entrance, customer service area, and showrooms.
Customer Service	Our Customer Service can be contacted by phone, email, IM or by mail.	A variety of methods to communicate with customer service that is more accessible.
Flexible Option Plans	Variety of service plans and features available that can be tailored to suit customer needs.	Allows customer the flexibility to create a plan that includes features which improve the accessibility of their device.

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