Table of Contents

  1. General
    1. Statement of Commitment
    2. Contact Information and Feedback Process
    3. Alternative Formats
    4. Executive Summary
    5. Definitions
  2. Areas Described Under Section 5 of the ACA
    1. The Built Environment
    2. Employment
    3. Information and Communication Technologies (ICT)
    4. Communication, other than ICT
    5. The Procurement of Goods, Services, and Facilities
    6. The Design and Delivery of Programs and Services
    7. Transportation
  3. Organization-Wide Initiatives
  4. Consultations
  5. Progress Since Previous Accessibility Plan
  6. Conclusion

1. General

1.1 Statement of Commitment

WaveDirect Telecommunications Corporation is committed to creating and maintaining an inclusive and accessible environment for employees, customers, and stakeholders, including persons with disabilities.

WaveDirect is dedicated to identifying, removing, and preventing accessibility barriers where possible and meeting its responsibilities under the Accessible Canada Act.

WaveDirect will continue to involve employees, customers, and persons with disabilities in the development, review, and improvement of its accessibility plans and practices.

1.2 Contact Information and Feedback Process

You can submit feedback about accessibility or this plan by contacting:

Rob Ryan
Interim General Manager
rryan@wavedirect.org
519-737-9283
158 Erie St. N, Leamington, ON N8H 3A4

You can also submit feedback anonymously by standard mail or anonymous phone call to the contact information above.

Non-anonymous feedback will be acknowledged within two business days of receipt. WaveDirect will keep personal information confidential unless the individual submitting feedback consents to disclosure of their personal information.

WaveDirect has also established a clear process for employees to provide accessibility feedback, report potential barriers, and request accommodations when needed.

1.3 Alternative Formats

You can request alternative formats of this plan, including an electronic version compatible with assistive technology, by contacting Rob Ryan using the contact information listed above.

A copy of this plan is available on our website at:
https://www.wavedirect.net/accessibility/

We will provide the following alternative formats within 15 days of the initial request:

  • Print
  • Large print (increased font size)

We will provide the following alternative formats within 45 days of the initial request:

  • Braille
  • Audio (a recording of someone reading the text out loud)

1.4 Executive Summary

This Accessibility Plan outlines WaveDirect’s ongoing commitment to identifying, removing, and preventing barriers to accessibility. The plan reflects feedback gathered through employee and customer consultations, including an anonymous employee survey and a customer survey.

For this planning period, WaveDirect’s key accessibility priorities include maintaining accessible customer service and communication options, supporting employee accessibility feedback and accommodation processes, providing AODA accessibility training resources, and incorporating accessibility features into the development of a new customer portal and mobile application.

WaveDirect will continue to review accessibility needs across its workplace, customer service practices, digital platforms, communications, procurement decisions, and facility access.

1.5 Definitions

Disability: Any impairment or difference in physical, mental, intellectual, cognitive, learning, communication, or sensory ability. Disabilities can be permanent, temporary, episodic, visible, or invisible.

Barrier: Anything that may hinder the full and equal participation of persons with disabilities.

Accessibility: The design of products, devices, services, environments, technologies, policies, and practices in a way that allows all people, including persons with disabilities, to access and use them.

2. Areas Described Under Section 5 of the ACA

2.1 The Built Environment

WaveDirect recognizes the importance of an accessible built environment for employees, customers, and visitors.

Current Status

  • Primary customer-facing services and support areas are located on the main floor of the building.
  • Customers can access the services, assistance, and resources typically required without needing access to additional floors of the facility.
  • Designated accessible parking spaces are available close to the main entrance.
  • Parking areas are well-lit and include visible signage.
  • Meeting rooms, lunchrooms, and common areas used by employees and visitors are reviewed for accessibility needs as part of ongoing facility operations.

Challenges Identified

No built environment barriers were identified through the most recent employee or customer accessibility consultations.

Future Objectives and Actions

  • WaveDirect will continue maintaining accessible access to primary customer-facing services and support areas.
  • Accessibility needs related to parking, building access, and customer visits will continue to be reviewed as part of ongoing accessibility planning and facility maintenance efforts.
  • Employees and customers are encouraged to provide accessibility feedback if barriers are identified in the future.

2.2 Employment

WaveDirect is committed to providing a respectful and inclusive workplace for all employees. Accessibility needs may be addressed through employment practices and workplace accommodations when requested.

Current Status

  • Job postings and recruitment materials are available in alternative formats upon request.
  • Reasonable accommodations may be provided during the recruitment process to support participation by candidates with disabilities.
  • Employees can request workplace accommodations to support their needs.
  • Workstations and office environments may be adjusted to meet individual accessibility requirements where appropriate.
  • Employees have access to training and development opportunities.

Challenges Identified

No workplace accessibility barriers were identified through the most recent employee accessibility consultations. WaveDirect will continue encouraging employee feedback, reviewing accessibility needs, and making reasonable improvements to support an inclusive and accessible workplace environment.

Future Objectives and Actions

Awareness and Education

  • WaveDirect provides employees with access to AODA accessibility training courses on an annual basis to support ongoing accessibility awareness and education.
  • Training resources and accessibility information are reviewed periodically to help ensure employees continue receiving current and relevant guidance related to accessibility, inclusion, and customer service practices.
  • WaveDirect will continue encouraging accessibility awareness and inclusive workplace practices across the organization.

Enhancing Accommodation Processes

  • WaveDirect will continue reviewing workplace accessibility practices and accommodation processes to support an inclusive work environment.
  • Employees are encouraged to provide accessibility feedback, request accommodations when needed, and communicate accessibility concerns through established workplace communication channels.
  • WaveDirect will continue reviewing accessibility needs and available supports as part of ongoing workplace and accessibility planning efforts.

Fostering an Inclusive Workplace

  • WaveDirect will continue encouraging an inclusive and respectful workplace environment where employees feel comfortable providing accessibility feedback and sharing suggestions for improvement.
  • Employee feedback opportunities and workplace communication channels will continue to support accessibility awareness and inclusion efforts across the organization.

2.3 Information and Communication Technologies (ICT)

WaveDirect is committed to supporting accessible information and communication technologies for employees and customers.

Current Status

  • WaveDirect uses digital communication tools such as Slack and Google Workspace, which include accessibility features such as screen reader compatibility and customizable interface settings.
  • Customers can access support through multiple channels, including phone, email, and the website.
  • Alternative communication methods, such as email and messaging, are available for customers who prefer written communication.

Challenges Identified

No digital accessibility barriers were identified through the most recent employee or customer accessibility consultations.

Future Objectives and Actions

Website and Digital Services

  • WaveDirect will continue supporting accessible digital services and communication tools as platforms and services evolve.
  • Accessibility features are being incorporated into the development of WaveDirect’s new customer portal and mobile application.
  • Planned improvements may include enhanced navigation, improved readability, compatibility with assistive technologies, mobile accessibility enhancements, and simplified access to account management and support services.

Internal Communication Tools

  • WaveDirect will continue providing employees with access to accessibility training resources and guidance related to accessible digital communication practices.
  • Accessibility awareness and inclusive communication practices will continue to be encouraged across the organization.

Customer Service Technologies

  • WaveDirect recognizes the importance of accessible customer service technologies and digital platforms for both customers and employees.
  • The new customer portal and mobile application are being developed to improve usability, communication, and access to information.
  • WaveDirect will continue supporting accessibility needs as customer service technologies and digital platforms evolve.

Employee and Customer Engagement

  • WaveDirect encourages employees and customers to provide feedback related to accessibility, digital communication tools, and overall user experience.
  • Feedback will help identify opportunities for improvement and support the ongoing development of accessible technologies and services.

2.4 Communication, other than ICT

WaveDirect is committed to clear, inclusive, and accessible communication with employees, customers, and the public.

  • Printed materials, including brochures, flyers, and official documents, are available in accessible formats upon request.
  • Public-facing printed materials use clear fonts and high-contrast text where possible.
  • Employees are encouraged to communicate clearly and respectfully with individuals with various accessibility needs.
  • Virtual meetings may use tools with accessibility features such as captioning, where available.

WaveDirect will continue reviewing communication practices and accessibility needs as part of workplace and accessibility planning efforts.

2.5 The Procurement of Goods, Services, and Facilities

WaveDirect recognizes that purchasing decisions can impact accessibility for employees and customers.

  • Accessibility awareness may be incorporated into decisions related to products, services, technologies, and vendors where appropriate.
  • WaveDirect works with vendors and service providers to support accessible technologies, communication tools, and customer service solutions where reasonably achievable.
  • Employees involved in purchasing, technology, and operational decisions are encouraged to support accessibility awareness and inclusive practices where applicable.

2.6 The Design and Delivery of Programs and Services

WaveDirect is committed to delivering programs and services in a way that supports accessibility and customer choice.

  • Customers can access WaveDirect services through multiple channels, including in-person, phone, email, and website options.
  • Employees and customers can provide accessibility feedback and suggest improvements.
  • Employees have access to accessibility awareness and AODA training resources.

WaveDirect will continue supporting accessible customer service practices across service appointments, support calls, and customer interactions.

2.7 Transportation

WaveDirect does not provide transportation services to customers. WaveDirect provides company-issued vehicles for installation team members for business use during business hours.

  • Accessible parking spaces are available close to the main entrance of WaveDirect’s office.
  • Customer-facing services are accessible from the main floor of the office.
  • Company-issued vehicles are used for business purposes and are not used to transport customers.

3. Organization-Wide Initiatives

  • Alternative formats and accessibility feedback
  • Employee feedback and accommodation process
  • Accessible digital services through the new customer portal and mobile application
  • AODA training and awareness resources
  • Customer service and communication accessibility
  • Ongoing review of accessibility consultation feedback

4. Consultations

In preparing this plan and informing our broader accessibility strategy, WaveDirect conducted accessibility consultations with both employees and customers through anonymous accessibility surveys.

Accessibility surveys were distributed to all 17 employees and approximately 100 customers to gather feedback regarding accessibility, workplace inclusion, customer experience, and communication practices.

Two employees self-identified as persons with disabilities. No workplace accessibility barriers were reported through the employee consultation process. Customer survey responses were limited and no respondents identified as persons with disabilities or reported accessibility barriers.

The feedback gathered through these consultations has been reviewed as part of this Accessibility Plan and will continue to help guide WaveDirect’s accessibility planning efforts and future improvements.

5. Progress Since Previous Accessibility Plan

WaveDirect reviewed the goals and initiatives identified in the previous accessibility planning cycle and incorporated accessibility awareness into daily operations, customer service practices, and communication methods.

The current plan builds on those efforts by focusing on practical initiatives, including employee feedback processes, annual AODA accessibility training resources, accessible communication methods, and the development of a new customer portal and mobile application with accessibility features.

6. Conclusion

WaveDirect is committed to maintaining an inclusive and accessible environment for employees, customers, and stakeholders.

This plan reflects the results of recent consultations and outlines practical actions WaveDirect will continue to take to identify, remove, and prevent accessibility barriers.

WaveDirect will continue supporting accessibility awareness, employee and customer feedback, accessible communication options, and inclusive customer service practices. Accessibility features will also be incorporated into the development of the new customer portal and mobile application to improve usability and access to information for customers.

WaveDirect will continue to review feedback, monitor accessibility needs, and make improvements where reasonably achievable as part of ongoing accessibility planning.