Hay Communications’ Commitment to Accessibility
Hay Communications is committed to making our services more accessible and have introduced products and enhanced services tailored to meet the needs of all our customers. We continue to learn and develop ways in which we can be more accessible and inclusive to meet the needs of people with disabilities.
Accessible Canada Act
The Government of Canada consulted with Canadians from July 2016 to February 2017 to find out what an accessible Canada means to them. On June 20, 2018, the Government introduced Bill C-81, An Act to ensure a barrier-free Canada (the Accessible Canada Act) in Parliment. The Accessible Canada Act received Royal Assent on June 21, 2019, and came into force on July 11, 2019.
Hay Communications welcomes your feedback on any accessibility barriers that you may have encountered in dealing with Hay or the manner in which we are implementing our 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, inttellectual, cognitive, learning, communication or sensory impairment or a functional limitation.”
Feedback Process
All submissions will be validated, triaged and acknowledged by the Business Office Supervisor and every effort will be made to acknowledge submissions within 2 business days.
All feedback is considered confidential and anonymous submissions will be respected.
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:
Business Office Supervisor
Hay Communications
72863 Blind Line
Zurich, ON N0M 1G0
Telephone
519-236-4333 or 1-888-831-4333
Monday to Friday, 9:00 a.m. to 4:30 p.m.
accessible@hay.net
Online Form
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 you do not need to enter your contact information, such as name, phone number or email address.
Employee Feedback
Hay Communications employees will have the option to access a separate webform. Employees can remain anonymous by using the employee webform, which will not identify an employee unless they choose to submit personal information. Where an employee requests follow-up, this will also ensure that the fewest number of individuals have access to the employee’s feedback to maintain the highest level of confidentiality possible.
How Feedback Will be Used
Feedback will help the Hay Communications 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 Hay 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 will be stored at Hay Communications for the required seven-year period.
Request for Information or Correspondence in a Alternate Format
You can request an alternative format of our feedback process in print, large print, audio format or an electronic format that is compatible with adaptive technology by sending an email to: accessible@hay.net
Hay Communications is a Class B3 and T3 entity under the Accessibility Canada Act. Information requested in an alternate format will be available by the 20th day after the day on which the request is received.
The charts below outline the accessibility services available to you and may depend on the type of service(s) you chose to take with Hay Communications . For more information, you can contact us at 519-236-4333 or visit one of our offices in Zurich, Exeter or Grand Bend.
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Hearing
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Mobility Service Options
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Service Description
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How Service Improves Accessibility For
People With Disabilities |
| 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. (not available to landlines that are: 229, 236, 237 or 238 areas) | Gives user the ability to leave a message 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 |
| 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 |
| 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 |
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Visual
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Mobility Service Options
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Service Description
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How Service Improves Accessibility For
People With Disabilities |
| 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. (not available to landlines that are: 229, 236, 237 or 238 areas) | Allows texts sent to a landline to be converted into voicemails which would be interpreted by someone with a visual disability |
| Voice Dailling | 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 a |
| 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. |
Gives user the ability to receive bills and other documents in a format that is accessible for them |
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Mobility
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Mobility Service Options
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Service Description
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How Service Improves Accessibility For
People With Disabilities |
| 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 Dialling | 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 |
| 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 |
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Cognitive
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Mobility Service Options
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Service Description
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How Service Improves Accessibility For
People With Disabilities |
| 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 |
| 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 |
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General Mobility Services
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Service Option
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Service Description
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How Service Improves Accessibility For
People With Disabilities |
| Self serve | Allows customer to check data usage using a web browser on their mobile phone or computer | Makes it easier for customers to monitor usage when it is convenient for them on a full size computer, when they are able or they have help. |
| 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 centre with customer location information when making a 9-1-1 call |
| Accessible Locations | Accessibility to service locations for customers with disabilities | Easy access to showrooms and customer service areas |
| Variety of methods available to contact customer service | Customer service can be contacted via phone, email, mail or in-person. | Provides customers with a variety of methods to communicate with customer service in a way that is accessible to them |
| Flexible plan options | A variety of service plans and features are 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 |
Accessibility Discount on Mobile Service Charges
In an effort to ease the burden of telecommunication expenses, specifically mobility charges, Hay offers a discounted rate on a monthly basis to persons with hearing, vision, speech, cognitive and physical (mobility and dexterity) accessibility needs.
A $20 account credit will be applied monthly to eligible persons on Connect Everything or Unlimited smartphone rate plan.
Identification requirements
The following information must be provided to complete a new wireless activation.
- Legal name(full first name, middle initial and last name)
- Date of birth (must be the age of majority)
- Current Canadian address
- Valid contact phone number
- One of the following :
- Canadian driver’s license
- Social insurance number + valid government-issued photo ID
- Major Canadian credit card + valid government-issued photo ID
Valid government-issued photo ID consists of the following:
- Canadian passport
- Canadian citizenship card
- Indian status identity card
- Provincial photo ID (excluding Nunavut and Québec)
- Foreign passport
- Permanent resident card
If you have questions, you can contact a Hay customer service representative before activating or updating your account.
Hay Communications’ customers with self-identified accessibility needs are eligible for an extended trial period when purchasing wireless service on a term commitment.
If you’re not completely satisfied, you may exchange or return your device if you meet the following four conditions:
For postpaid mobile customers & Mobile Internet devices:
- You return the device within 30 days of your commitment start date.
- You return the device and original receipt to your purchase location.
- The device is in “like new” condition with all original packaging, manuals and accessories included.
- You have not used the device excessively, in violation of our Responsible Use of Services Policy.
For prepaid mobile customers:
- You return the device within 30 days of your commitment start date.
- You return the device and original receipt to your purchase location.
- The device is in “like new” condition with all original packaging, manuals and accessories included.
- The device has not exceeded 30 minutes of voice usage or 50 MB of data usage
Please see our Cellular Terms for more information.
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