Accessibility

Accessibility Feedback Process

Last Updated: July 26, 2024

OUTtv Network Inc. (“OUTtv”) is committed to providing quality facilities and services to its employees and clients in a manner that is accessible to persons with disabilities, and which respects the dignity and independence of persons with disabilities. This includes ensuring that persons with disabilities are not disadvantaged in any way from accessing OUTtv facilities or services.  Under the Accessible Canada Act (the “ACA”), the Canadian Radio-Television and Telecommunications Commission Accessibility Reporting Regulations and the Accessible Canada Regulations (collectively, the “Regulations”), OUTtv must establish a process for receiving and responding to feedback about how OUTtv is implementing its accessibility plan and how OUTtv provides facilities and services to persons with disabilities. Feedback should include information regarding the barriers encountered by persons dealing with OUTtv.  OUTtv must accept and respond to feedback (and when requested will do so using alternate formats or accessible communication supports).

The goal of the feedback process under this legislation is to ensure that OUTtv identifies and removes existing barriers and prevents new barriers from arising. Information on this feedback process will be readily available and will include information about what actions are required to be taken after feedback is received. The feedback may consist of a suggestion, compliment or complaint relating to the accessibility of OUTtv’s facilities or services.  OUTtv will consult the individual providing the feedback to determine what is the most accessible or appropriate alternate format or accessible communication support.

Feedback Channels

OUTtv’s feedback process will take a person’s disability into account by permitting more than one way to provide feedback whether in person, by telephone, in writing, by email, on portable media or some other format accessible to the person providing feedback. Where an individual asks OUTtv to receive and respond to feedback using alternate formats or accessible communication supports, OUTtv will consult with the individual to determine a suitable method of communication. Individuals may provide their feedback to OUTtv anonymously. Employees and customers are invited to provide their feedback:

1. By telephone at (604) 874-4300, extension 1025 (Business Affairs)
2. By mail in writing at: 800 – 525 West 8^th Avenue, Vancouver, BC V5Z 1C6 (attention Business Affairs)
3. By e-mail to Katherine Frost, Accessibility Champion at accessibility@outtv.ca

When feedback is provided via any of the foregoing channels, the following information is helpful:

1. Time and date
2. Description of interaction, suggestion, or complaint
3. Additional comments
4. Contact information (if the person wishes to hear further in this matter)
5. Preferred alternate format or accessible communication support (as applicable).

Responding to Feedback

All feedback will be treated confidentially. OUTtv will register the feedback if the matter cannot be resolved immediately. Unless the feedback is provided anonymously, OUTtv will acknowledge all feedback within two (2) business days and will thereafter provide a timeframe for resolution or redress. OUTtv will follow-up with any required action within the timeframe noted in the acknowledgement. Information on all feedback received (formal or informal), and any actions taken will be tracked and reported in OUTtv’s annual progress reports.

In addition to the foregoing, in connection with the formulation and implementation of its accessibility plan, OUTtv will proactively solicit feedback from its employees with disabilities and will seek additional input from organizations that support and assist persons with disabilities.

*This webpage is compliant with Level AA of the Web Content Accessibility Guidelines (WCAG).