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HuronTel Feedback Process


Huron Telecommunications Co-operative Limited (HuronTel) welcomes your feedback on any accessibility barriers that you may have encountered in dealing with HuronTel or your feedback on the manner in which HuronTel is implementing its Accessibility Plan.

Our commitment is to improve the accessibility of our products and services. We understand that technology is constantly changing, as well as the need for technology. As a result of this we try to work with our customers to understand the barriers around telecommunications.

HuronTel, and the various associations to which we belong to, monitor accessibility services in our industry, so that we can be familiar with the best practices as well as the need for improvements.

The person at HuronTel designated for receiving accessibility feedback is Matthew Black. 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.

Feedback can be sent by:

Mail:
Accessibility Designate
HuronTel
60 Queen St. PO Box 220
Ripley, Ontario N0G 2R0

Telephone:
1-877-395-3800 from Monday to Friday, during normal business hours
Calls from outside Canada: 519-395-3800

Email:
accessible@hurontel.on.ca

Online Web Submission Form (Scroll to the bottom of this page):

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 web submission form may be the best method to do so. That way we will not see any of your contact information, such as a phone number or email address.

Acknowledgement of Feedback
Acknowledgement of receipt will be sent for feedback received by email and webform. Feedback provided over the telephone involves direct interaction with HuronTel employee and therefore the employee will acknowledge receipt of the feedback. For feedback received by mail, if contact information is provided, an acknowledgement letter will be mailed to the address provided.

How feedback will be used
Feedback will help HuronTel 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 HuronTel 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 received will be converted into a suitable digital format and will be stored in HuronTel’s document management system, and will be retained for the required seven-year period. Personal information remains confidential unless the person consents to its disclosure.

Last Updated: May 30, 2023

Below is an outline of the accessibility services available for our customers:

Hearing

Video Calling Allows the user to see and hear the person they're talking to on their mobile phone and lets them see and hear them. Feature which facilitates use of sign language when used in conjunction with a phone stand
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
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. Gives user the ability to leave a voicemail on a landline phone without the use of voice
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 people with hearing and speech-related disabilities; does not require use of hearing or speech
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 cannot hear
Text with 9-1-1 Allows deaf, hard of hearing, or speech impaired persons to communicate with 9-1-1 call centres using wireless text messaging (SMS). Provides access to 9-1-1 emergency services to customers who are deaf and hard of hearing using text messaging
Data-Only Plans Where voice services are not required, data-only plans are available for customers with a super phone, smartphone or Turbo Stick. Customers can access emails, browse the Internet, and send and receive text messages without subscribing to a voice service. Ensures that customers who do not use voice services, do not have to pay for voice services
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
Relay Service Lets people with hearing or speech disabilities communicate with hearing persons by phone with the help of trained operators. Lets people with hearing or speech disabilities communicate with hearing persons using a TTY device and trained operators
Long Distance Discount TTY/teletypewriter users who register can get a discount on long distance calls. Provides TTY users with cost reduction on long distance calls made using relay services
National Do Not Call List Reduces unwanted telemarketing calls. Reduces unwanted calls from telemarketers
Enhanced 9-1-1 When the customer dials 9-1-1 from their phone, the call will be routed to the 9-1-1 emergency operator in their area and provides them with location information. Automatically provides 9-1-1 call center with customer location information when making a 9-1-1 call
Accessibility Services Centre Specialized call centre for customers with disabilities Option to contact a specialized call centre trained to handle accessibility-related questions; improved customer experience; can be contacted via TTY and email
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
Accessibility Website Dedicated website for customers with hearing, speech, visual, physical and cognitive disabilities Source of information on accessible products and services
Variety of Methods Available to Contact Customer Service Customer service can be contacted via phone, email, IM, TTY, mail Provides customers with a variety of methods to communicate with customer service in a way that is accessible to them
Flexible Plan Options Wide variety of service plans and features available which can be tailored to suit customer needs Provides customers with the flexibility to create a plan that includes features which improve the accessibility of their handset

Visual

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. Allows texts sent to a landline to be converted into voicemails which would be interpreted by someone with a visual disability
Voice Dialing Customer can make a call by simply speaking the name or number of the person they are trying to reach. Makes dialling a call faster and easier for a user who has a visual disability
Call Forwarding Customer can automatically forward incoming calls to any number they choose. Gives a user the ability to forward calls from one phone to another if they wish
Message Centre Message Centre is an enhanced voicemail service that takes up to 25 five-minute voice messages. Increased capacity for voicemail messages. Could be useful for someone who primarily uses voice calls
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. Assistive service which places calls and navigates IVR systems on the customer's behalf. Could be useful for someone with a visual disability because it reduces the requirement to dial and locate specific keys; also waives fee for long distance operator
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. Assistive service which locates numbers on a user's behalf. Could be useful for someone with a visual disability because it reduces the requirement to lookup a number; also waives fee.
Alternate Formats Upon request, customers can get bills in Braille, large print, e-text or audio CD format. Some other documents are also available in Braille or large print. Gives user the ability to receive bills and other documents in a format that is accessible for them
National Do Not Call List Reduces unwanted telemarketing calls. Reduces unwanted calls from telemarketers
Enhanced 9-1-1 When the customer dials 9-1-1 from their phone, the call will be routed to the 9-1-1 emergency operator in their area and provides them with location information. Automatically provides 9-1-1 call center with customer location information when making a 9-1-1 call
Accessible Website Website endevouring to meet WCAG 2.0 AA standards Improves the accessibility of the website, particularly when assistive technologies are used to access it
Variety of Methods Available to Contact Customer Service Customer service can be contacted via phone, email, IM, TTY, mail Provides customers with a variety of methods to communicate with customer service in a way that is accessible to them
Flexible Plan Options Wide variety of service plans and features available which can be tailored to suit customer needs Provides customers with the flexibility to create a plan that includes features which improve the accessibility of their handset

Mobility

Call Display Allows the user to see the caller's name or phone number before they answer. Provides record of phone number and contact who called in case the user could not reach the phone in time to answer
Call Forwarding Customer can automatically forward incoming calls to any number they choose. Gives a user the ability to forward calls from one phone to another if they wish
Email to Text Send and receive email via text message. Reduces the need to open multiple messaging applications, thereby reducing the use of hands and/or fingers
Visual Voicemail Customers can manage their voice messages without having to dial in to their voicemail service. Faster way to access voicemail, no need to remember password or dial numbers
Voicemail to Text Ability to have voice messages converted into text messages on the user's mobile phone. Supports both English and French. Reduces the need to open multiple messaging applications, thereby reducing the use of hands and/or fingers
Roadside Assistance Roadside Assistance providing 24/7 emergency services anywhere in Canada and the U.S., such as gas delivery, battery boost and more. Provides users with assistance for roadside emergencies which might be particularly troublesome for a user with a disability
Voice Dialing Customer can make a call by simply speaking the name or number of the person they are trying to reach. Makes dialling a call faster and easier for a user who has a physical disability
Self Serve Allows the 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
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. Assistive service which places calls and navigates IVR systems on the customer's behalf. Could be useful for someone with a physical disability because it reduces the requirement to dial and locate specific keys; also waives fee for long distance operator
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. Assistive service which locates numbers on a user's behalf. Could be useful for someone with a physical disability because it reduces the requirement to lookup a number; also waives fee
National Do Not Call List Reduces unwanted telemarketing calls. Reduces unwanted calls from telemarketers
Enhanced 9-1-1 When the customer dials 9-1-1 from their phone, the call will be routed to the 9-1-1 emergency operator in their area and provides them with location information. Automatically provides 9-1-1 call center with customer location information when making a 9-1-1 call
Accessibility Website Dedicated website for customers with hearing, speech, visual, physical and cognitive disabilities Source of information on accessible products and services
Accessible Website Website endevouring to meet WCAG 2.0 AA standards Improves the accessibility of the website, particularly when assistive technologies are used to access it
Variety of Methods Available to Contact Customer Service Customer service can be contacted via phone, email, IM, TTY, mail Provides customers with a variety of methods to communicate with customer service in a way that is accessible to them
Flexible Plan Options Wide variety of service plans and features available which can be tailored to suit customer needs Provides customers with the flexibility to create a plan that includes features which improve the accessibility of their handset

Cognitive

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 people with hearing and speech-related disabilities; does not require use of hearing or speech
Message Centre Message Centre is an enhanced voicemail service that takes up to 25 five-minute voice messages. Increased capacity for voicemail messages. Could be useful for someone who primarily uses voice calls
Visual Voicemail Customers can manage their voice messages without having to dial in to their voicemail service. Faster way to access voicemail, no need to remember password or dial numbers
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
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. Assistive service which places calls and navigates IVR systems on the customer's behalf. Could be useful for someone with a cognitive disability because it reduces the requirement to dial and locate specific keys; also waives fee for long distance operato
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. Assistive service which locates numbers on a user's behalf. Could be useful for someone with a cognitive disability because it reduces the requirement to lookup a number; also waives fee
Alternate Formats Upon request, customers can get bills in Braille, large print, e-text or audio CD format. Some other documents are also available in Braille or large print. Gives user the ability to receive bills and other documents in a format that is accessible for them
National Do Not Call List Reduces unwanted telemarketing calls. Reduces unwanted calls from telemarketers
Enhanced 9-1-1 When the customer dials 9-1-1 from their phone, the call will be routed to the 9-1-1 emergency operator in their area and provides them with location information. Automatically provides 9-1-1 call center with customer location information when making a 9-1-1 call
Accessibility Services Centre Specialized call centre for customers with disabilities Option to contact a specialized call centre trained to handle accessibility-related questions; improved customer experience
Accessibility Website Dedicated website for customers with hearing, speech, visual, physical and cognitive disabilities Source of information on accessible products and services
Accessible Website Website endevouring to meet WCAG 2.0 AA standards Improves the accessibility of the website, particularly when assistive technologies are used to access it
Variety of Methods Available to Contact Customer Service Customer service can be contacted via phone, email, IM, TTY, mail Provides customers with a variety of methods to communicate with customer service in a way that is accessible to them
Flexible Plan Options Wide variety of service plans and features available which can be tailored to suit customer needs Provides customers with the flexibility to create a plan that includes features which improve the accessibility of their handset
Feedback Submission Form

HuronTel Accessibility Feedback Submission Form




Name:

Email:
Phone:





Feedback:




Do you consent to the disclosure of personal information in this submission?










Other

Section G.4 of the revised Wireless Code sets out the rules related to trial periods. If a customer self-identifies as a person with a disability, the service provider must offer an extended trial period lasting a minimum of 30 calendar days, and the permitted usage amounts must be at least double the service provider’s general usage amounts for the standard trial period. Wireless discounts available to subscribers requiring accessibility needs.

HuronTel offers a $20 recurring account credit to eligible persons on Smart Pay Talk and Text Plan rate plans.

For more information, please contact HuronTel at (519)395-3800 or visit one of our billing offices.

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Mission Statement:

The mission of HuronTel is to earn the business of members by promoting a culture of quality service and trust to deliver Best in Class Broadband Telecommunications services.

About HuronTel:

Ripley Office

Proudly serving the local community with all their telecom needs since 1911.

History of HuronTel

Phone:

Goderich: (519) 612-3800

Ripley: (519) 395-3800

Wingham: (519) 912-3800

Kincardine: (519) 396-3800


Toll-free Number:

1-877-395-3800


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