Feedback Process Description
Star Telecom welcomes your feedback on any accessibility barriers that you may have encountered in dealing with Star Telecom or your feedback on the manner in which Star Telecom is implementing its Accessibility Plan.
The Accessible Canada Act (ACA) defines a barrier as:
“...anything physical, architectural, technological or attitudinal, anything that is based on information or communications or anything that is the result of a policy or a practice—that hinders the full and equal participation in society of persons with an impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment or a functional limitation.”
The person at Star Telecom responsible for receiving feedback is the Accessibility Champion.
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 the following ways:
Online webform
Telephone
1-888-352-1102
accessible@startelecom.ca
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 webform 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
Automatic acknowledgement of receipt will be sent for feedback received by email. Feedback provided through telephone involve direct interaction with a Star Telecom employee and therefore the employee will acknowledge receipt of the feedback.
How feedback will be used
Feedback will help Star Telecom 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 Star Telecom 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.
Triage
Section 5 of the ACA highlights the following areas of focus for the removal and prevention of barriers:
- employment;
- the built environment;
- information and communication technologies (ICT);
- communication, other than ICT;
- the procurement of goods, services and facilities;
- the design and delivery of programs and services; and
- transportation.
In addition to the Accessibility Champion who is responsible for receiving and overseeing all feedback related to the ACA, Star Telecom has identified Accessibility Champion who will be responsible for taking concrete actions to identify, remove and prevent barriers under each of the above areas. Each pillar lead has provided action items for Star Telecom’s Accessibility Plan and they will be responsible for executing the action items. These pillar leads will also be responsible for managing feedback, including any follow-up required, and will take this feedback into consideration in Star Telecom’s activities in this area. They will also need to report back on their progress, under their specific area of responsibility for Star Telecom’s progress reports.
When feedback is received through the various channels, a copy of the feedback will be provided to the Accessibility Champion lead so that they can address the feedback in the appropriate manner.
Design and delivery of programs and services: Star Telecom is an independent regulator and does not design or deliver government programs and services. But see “Communications, other than ICTs” for communications relating to our regulatory processes.
Transportation: Star Telecom does not offer transportation services.
Retention
All feedback received will be converted into a suitable digital format and will be stored in Star Telecom’s document management system. A filing system has been created specifically to manage feedback related to the ACA. The system has been programmed so that all records stored will be automatically retained for the required seven-year period. Feedback (except that submitted anonymously) will be sorted by source, that is, whether it was received from an employee or from an external stakeholder. The feedback will then be further categorized by the relevant areas under section 5 of the ACA. Star Telecom employees will also document feedback using Star Telecom’s internal document management platform. These steps will allow for easier reporting at the end of each reporting cycle.
Alternative Formats
You can request an alternative format of this feedback process description in print, large print, Braille, audio format or an electronic format that is compatible with adaptive technology by sending an email to accessible@startelecom.ca.
