Canadian Radio-television and Telecommunications Commission Accessibility Reporting Regulations (SOR/2021-160)

Marginal note:Time limit for publication

16 A regulated broadcasting entity must publish a progress report by June 1 in each year in which it is not required to publish an accessibility plan.

Marginal note:Notice to Commission

17 A regulated broadcasting entity must, by electronic means, notify the Commission of the publication of its progress report within 48 hours of publication and include in the notice a hyperlink to the URL of the report.

PART 2Telecommunications Entities

Classes

Marginal note:Classes — telecommunications entity

• 18 (1) For the purposes of this Part, the following classes are established:

  • (a) Class T1 is a class that consists of every regulated entity referred to in any of paragraphs 7(1)(a) to (c) of the Act that is a Canadian carrier or telecommunications service provider;

  • (b) Class T2 is a class that consists of every regulated entity referred to in paragraph 7(1)(e) or (f) of the Act that is a Canadian carrier or telecommunications service provider and is not a member of any other class;

  • (c) Class T3 is a class that consists of every regulated entity referred to in paragraph 7(1)(e) or (f) of the Act that is a Canadian carrier or telecommunications service provider and has submitted an attestation to the Commission that it has 10 or more employees but fewer than 100 employees, other than an entity that is a member of Class T5;

  • (d) Class T4 is a class that consists of every regulated entity referred to in paragraph 7(1)(e) or (f) of the Act that is a Canadian carrier or telecommunications service provider and has submitted an attestation to the Commission that it has fewer than 10 employees, other than an entity that is a member of Class T5;

  • (e) Class T5 is a class that consists of every regulated entity referred to in paragraph 7(1)(e) or (f) of the Act that is a telecommunications service provider whose telecommunications service is limited to

    • (i) a service that is offered without an explicit charge,

    • (ii) a service that is offered on a temporary basis only to individuals located on the entity’s premises, or

    • (iii) a service that does not allow individuals to engage autonomously in two-way voice telecommunications or to access the Internet autonomously.

• Marginal note:Deemed class

  (2) If a regulated telecommunications entity submits an attestation that it employs a quantity of employees that qualifies it as a member of a particular class, that entity is deemed to have always been a member of that class and has the obligations of entities in that class.

• Marginal note:Obligations before deemed change

  (3) Despite subsection (2), if a regulated telecommunications entity published an accessibility plan while it was a member of a particular class, it must fulfill its obligations relating to the feedback process and progress report with respect to that accessibility plan as though it were still a member of that class.

Marginal note:Day fixed — telecommunications entity

• 19 (1) Subject to subsection (2), for the purposes of subsection 51(1) of the Act, the day fixed is

  • (a) in respect of a Class T1 regulated entity, June 1, 2022;

  • (b) in respect of a Class T2 regulated entity, June 1, 2022; and

  • (c) in respect of a Class T3 regulated entity, June 1, 2023.

• Marginal note:New telecommunications entity

  (2) If an entity or person qualifies as a Class T1, Class T2 or Class T3 telecommunications entity on a day after the day fixed under subsection (1) for that class, the day fixed for the purposes of subsection 51(1) of the Act in respect of that entity or person is June 1 of the calendar year after the calendar year in which the entity or person qualified.

Accessibility Plans

Marginal note:Form

20 A regulated telecommunications entity must include a header in its accessibility plan for each element of the plan that is required under subsections 51(1), (5) and (9) of the Act.

Marginal note:Publication of accessibility plan

21 A regulated telecommunications entity must electronically publish its most recent accessibility plan in clear, simple and concise language

• (a) on the main digital platform that the entity owns, operates or controls and that it uses to communicate information to the public;

• (b) in a conspicuous manner that makes the plan accessible on the digital platform either directly on the homepage or by way of a hyperlink on that homepage; and

• (c) in a format that meets the requirements of Level AA conformance that are set out in the WCAG.

Marginal note:Publication of updated accessibility plan

22 A regulated telecommunications entity must prepare and publish an updated version of its accessibility plan no later than the third anniversary of the day on which the plan was last required to be published.

Marginal note:Notice to Commission

23 A regulated telecommunications entity must, by electronic means, notify the Commission of the publication of each version of its accessibility plan within 48 hours of publication and include in the notice a hyperlink to the URL of the plan.

Marginal note:Alternative formats

• 24 (1) A person may make a request that a regulated telecommunications entity make its accessibility plan available to them in print, large print, braille, audio format, electronic format that is compatible with adaptive technology that is intended to assist persons with disabilities, or any other format that the person and the entity agree upon and for which there is proof of the agreement.

• Marginal note:Form and manner of request

  (2) The request must be made

  • (a) by calling the main telephone number that the entity uses to communicate with the public or, if any, the telephone number designated by the entity for the receipt of requests;

  • (b) by sending an email to the main email address that the entity uses to communicate with the public or, if any, the email address designated by the entity for the receipt of requests;

  • (c) by completing the online form, if any, that is available on the main digital platform that the entity owns, operates or controls and that it uses to communicate information to the public; or

  • (d) by any other means that is designated by the entity for the receipt of requests.

• Marginal note:Response time

  (3) The regulated telecommunications entity must make its accessibility plan available to the person in the requested format as soon as feasible after the request is received, but at the latest,

  • (a) in the case of a request for a plan in braille or an audio format, on the 45th day after the day on which the request is received; and

  • (b) in the case of a request for a plan in any other format,

    • (i) for Class T1 and T2 regulated entities, on the 15th day after the day on which the request is received, and

    • (ii) for Class T3 regulated entities, on the 20th day after the day on which the request is received.

Feedback

Marginal note:Feedback process

• 25 (1) For the purposes of subsection 52(1) of the Act, a regulated telecommunications entity must allow the receipt of feedback that is provided

  • (a) by calling the main telephone number that the entity uses to communicate with the public or, if any, the telephone number designated by the entity for the receipt of feedback;

  • (b) by sending an email to the main email address that the entity uses to communicate with the public or, if any, the email address designated by the entity for the receipt of feedback;

  • (c) by completing the online form, if any, that is available on the main digital platform that the entity owns, operates or controls and that it uses to communicate information to the public; or

  • (d) by any other means that is designated by the entity for the receipt of feedback.

• Marginal note:Anonymous feedback

  (2) The regulated telecommunications entity must allow feedback to be provided anonymously.

• Marginal note:Person designated to receive feedback

  (3) The regulated telecommunications entity must designate and publicly identify a person to be responsible for receiving feedback on behalf of the entity.

• Marginal note:Acknowledgement of feedback

  (4) The regulated telecommunications entity must acknowledge receipt of feedback, other than anonymous feedback.

• Marginal note:Confidentiality

  (5) Subject to the Personal Information Protection and Electronic Documents Act and the Privacy Act, the regulated telecommunications entity must ensure that the personal information of a person who provides feedback remains confidential, unless the person consents to the disclosure of their personal information.

Marginal note:Publication of feedback process

• 26 (1) A regulated telecommunications entity must, for the purposes of subsection 52(2) of the Act, electronically publish a description of its process for receiving feedback, in clear, simple and concise language

  • (a) on the main digital platform that the entity owns, operates or controls and that it uses to communicate information to the public;

  • (b) in a conspicuous manner that makes the description accessible on the digital platform either directly on the homepage or by way of a hyperlink on that homepage; and

  • (c) in a format that meets the requirements of Level AA conformance that are set out in the WCAG.

• Marginal note:Time limit for publication

  (2) The regulated telecommunications entity must publish the description of its feedback process before the end of the day fixed under section 19 in respect of that entity.

• Marginal note:Updated feedback process

  (3) If the regulated telecommunications entity updates its feedback process, it must publish an updated description of its feedback process in the manner set out in subsection (1) as soon as feasible.

Marginal note:Alternative formats

• 27 (1) A person may make a request that a regulated telecommunications entity make the description of its feedback process available to them in print, large print, braille, audio format, electronic format that is compatible with adaptive technology that is intended to assist persons with disabilities, or any other format that the person and the entity agree upon and for which there is proof of the agreement.

• Marginal note:Form and manner of request

  (2) The request must be made

  • (a) by calling the main telephone number that the entity uses to communicate with the public or, if any, the telephone number designated by the entity for the receipt of requests;

  • (b) by sending an email to the main email address that the entity uses to communicate with the public or, if any, the email address designated by the entity for the receipt of requests;

  • (c) by completing the online form, if any, that is available on the main digital platform that the entity owns, operates or controls and that it uses to communicate information to the public; or

  • (d) by any other means that is designated by the entity for the receipt of requests.

• Marginal note:Response time

  (3) The regulated telecommunications entity must make the description of its feedback process available to the person in the requested format as soon as feasible after the request is received but, at the latest,

  • (a) in the case of a request for a description in braille or an audio format, on the 45th day after the day on which the request is received; and

  • (b) in the case of a request for a description in any other format,

    • (i) for Class T1 and T2 regulated entities, on the 15th day after the day on which the request is received, and

    • (ii) for Class T3 regulated entities, on the 20th day after the day on which the request is received.

Marginal note:Notice to Commission

28 A regulated telecommunications entity must, by electronic means, notify the Commission of the publication of the description of its feedback process or the publication of an updated description of its feedback process within 48 hours of publication and include in the notice a hyperlink to the URL of the description or updated description.

Progress Report

Marginal note:Form

29 A regulated telecommunications entity must include a header in its progress report for each element set out in subsections 51(1) and 53(4) and (5) of the Act.

Marginal note:Publication of progress report

30 A regulated telecommunications entity must, for the purposes of subsection 53(1) of the Act, electronically publish its most recent progress report in clear, simple and concise language

• (a) on the main digital platform that the entity owns, operates or controls and that it uses to communicate information to the public;

• (b) in a conspicuous manner that makes the progress report accessible on the digital platform either directly on the homepage or by way of a hyperlink on that homepage; and

• (c) in a format that meets the requirements of Level AA conformance that are set out in the WCAG.

Marginal note:Alternative formats

• 31 (1) A person may make a request that a regulated telecommunications entity make its progress report available to them in print, large print, braille, audio format, electronic format that is compatible with adaptive technology that is intended to assist persons with disabilities, or any other format that the person and the entity agree upon and for which there is proof of the agreement.

• Marginal note:Form and manner of request

  (2) The request must be made

  • (a) by calling the main telephone number that the entity uses to communicate with the public or, if any, the telephone number designated by the entity for the receipt of requests;

  • (b) by sending an email to the main email address that the entity uses to communicate with the public or, if any, the email address designated by the entity for the receipt of requests;

  • (c) by completing the online form, if any, that is available on the main digital platform that the entity owns, operates or controls and that it uses to communicate information to the public; or

  • (d) by any other means that is designated by the entity for the receipt of requests.

• Marginal note:Response time

  (3) The regulated telecommunications entity must make its progress report available to the person in the requested format as soon as feasible after the request is received but, at the latest,

  • (a) in the case of a request for a progress report in braille or an audio format, on the 45th day after the day on which the request is received; and

  • (b) in the case of a request for a progress report in any other format,

    • (i) for Class T1 and T2 regulated entities, on the 15th day after the day on which the request is received, and

    • (ii) for Class T3 regulated entities, on the 20th day after the day on which the request is received.

Marginal note:Time limit for publication

32 A regulated telecommunications entity must publish a progress report by June 1 in each year in which it is not required to publish an accessibility plan.

Marginal note:Notice to Commission

33 A regulated telecommunications entity must, by electronic means, notify the Commission of the publication of its progress report within 48 hours of publication and include in the notice a hyperlink to the URL of the report.