Accessibility Plan 2024-2026

1.0 General

1.1 ISP Telecom Overview

ISP Telecom is a national provider of advanced telecommunications solutions designed to meet the demanding requirements of the wholesale VOIP reseller market.

We have been operating as a registered CLEC in Canada since 1998, leading the market with innovative and cost-effective solutions in the Convergence market.

ISP Telecom has established a reputation as the carrier of choice for quality raw materials in the VOIP world.

We operate with a passion for our people and our businesses to succeed together. We are a dynamic and flexible team with a focus on technical professionalism.

1.2 ISP Telecom’s Commitment to Accessibility

ISP Telecom has formed an internal working group comprised of representatives from our Customer Support, Engineering, Sales and Operation teams. We are committed to identifying, removing and preventing accessibility barriers, taking into account the principles set out in section 6 of the (ACA)

all persons must be treated with dignity regardless of their disabilities;
all persons must have the same opportunity to make for themselves the lives that they are able and wish to have regardless of their disabilities;
all persons must have barrier-free access to full and equal participation in society, regardless of their disabilities;
all persons must have meaningful options and be free to make their own choices, with support if they desire, regardless of their disabilities;
laws, policies, programs, services and structures must take into account the disabilities of persons, the different ways that persons interact with their environments and the multiple and intersecting forms of marginalization and discrimination faced by persons;
persons with disabilities must be involved in the development and design of laws, policies, programs, services and structures; and
the development and revision of accessibility standards and the making of regulations must be done with the objective of achieving the highest level of accessibility for persons with disabilities.

1.3 Feedback Process

ISP Telecom Inc. is committed to ensuring our services are accessible to everyone. We welcome questions or feedback about any issues involving accessibility, including how we can remove any barriers to the accessibility of our products, services and website. Please share your questions, comments and feedback using any of the methods below:

How To Share Your Feedback with Us

Email: [email protected]

Phone: 1-866-477-8353 press 0

Mail:

ISP Telecom Inc.
1155 Rene-Levesque Blvd. W
Suite 2500
Montreal, Quebec
H3B 2K4

What We Do with Your Feedback

Your feedback will be received, reviewed, and addressed by ISP Telecom Inc.’s Manager, Customer Support.

Acknowledgement and Follow-up

Feedback can be submitted anonymously, however if you would like us to follow up with you, please provide your contact information, which will be kept confidential, and treated in accordance with our privacy policy. We will acknowledge receipt of all feedback unless it is submitted anonymously.

Alternative Formats

If you require a description of our accessibility feedback process in another format, please let us know. We will provide you with a print, large print, or adaptive electronic format version within 20 days, and a braille or audio version within 45 days of your request.

2.0 Accessibility Plan Key Areas

2.1 Employment

Everyone should be able to work equally; employers should treat everyone as equals, regardless of their disability. ISP Telecom is committed to maintaining a safe and supportive workplace, supporting individuals who request workplace accommodation.

Barrier:

Employees may not know about the Accessible Canada Act.
Employees may face barriers in performing their work that require accommodation.
Job seekers may face accessibility barriers when applying for a job at ISP Telecom.

Action:

Train ISP staff concerning the principles set out in section 6 of the (ACA) and the relevant definitions: 'accessibility', 'barrier', and 'disability'.
We are responsive in providing workplace accommodation should an employee’s accessibility change. We will ensure the process regarding workplace accommodation is well documented.
We will ask potential employees during the interview/hiring process if there are any accessibility barriers/concerns, to ensure they are accommodated.

2.2 The Built Environment

Regardless of ability, every employee/potential employee should have easy and equitable access within the workplace. We are committed to ensuring that our employees and customers have barrier-free access to our offices. In addition, ISP offers 24x7 Support to our customers and an on-call employee is always available to our customers via mobile.

Barrier:

Employees may have difficulty travelling to/from the office
Employees may face barriers in performing their work that requires accommodation

Action:

Continue to offer a hybrid work environment and ensure employees have the tools/accommodation needed at their work/home office(s).
Evaluate our facilities to help remove accessibility barriers. Work with landlords to make offices as barrier-free as reasonably possible.

2.3 Information and Communication Technologies (ICT)

Accessibility can be measured by how successfully a person with a disability can locate, get to, and understand the wanted or needed information. Accessibility results in benefits like eliminating barriers to information and communications technology (ICT) and encouraging the development of accessible technologies and techniques. Each user should be able to interact with the technology in ways that work best for them. Customer-facing technologies include our public website (www.isptelecom.net) and our customer portal.

Barrier:

Internal website, customer portal and systems have aspects that could be made easier to use or have better navigation for persons with disabilities.
Our website is the primary source of information, products and services. The information on our website may not be accessible to all customers. For example, clickables, titles and orientation elements need to be reviewed.

Action:

Continued improvement to our website ensuring compliance with Web Content Accessibility Guideline (WCAG) requirements is on-going.
We will continue to implement updates based on accessibility feedback that we receive.

2.4 Communication, other than ICT

Making communications accessible is a step towards inclusivity, ensuring that information is accessible to individuals with diverse communication needs.

Barrier:

Lack of accessible formats for communication materials.
Not all material may be in easy-to-understand language.

Action:

Provide alternative formats for information upon request.
We will review our communication materials including training and process documentation and make every reasonable effort to ensure internal and external information is communicated in “clear, simple and concise language”

2.5 Procurement of Goods, Services and Facilities

ISP Telecom purchases various goods and services that support our services and our operations. We are dedicated to considering accessibility requirements when purchasing goods and services from external vendors.

Barrier:

The procurement process does not always consider accessibility criteria.

Action:

Review of internal procurement processes to identify and ensure accessibility requirements are part of the process.

2.6 The Design and Delivery of Programs and Services

Accessibility, in this case, is the concept of whether everyone can use a product or service however they encounter it.

Barrier:

Programs and services may not be designed with universal accessibility in mind.
Staff have different levels of knowledge regarding potential barriers customers with disabilities may experience.

Action:

We will continue to review our products and services in relation to the identification and removal of barriers as well as the prevention of new barriers.
Review accessibility training.

2.7 Transportation

ISP Telecom does not have anything to report under this heading, as we do not offer transportation services.

3.0 Consultation

ISP Telecom has contacted employees and customers, including those with disabilities, via internal communication and through our customer portal. People are encouraged to share any barriers that they have encountered at ISP Telecom.

ISP will continue to consult people with disabilities to determine how we can improve accessibility at ISP Telecom.

Coverage

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