Accessibility

Features provided by specific phones to facilitate daily use

• Bluetooth compatibility
• Loudspeaker
• Compatibility with hearing aids
• Compatibility with teletypewriter
• Alerts and notifications in vibration mode
• Haptic feedback
• Predictive text
• Voice-to-text conversion
• Improved accessibility
• Clearly identifiable ringtone
• Contact identification using unique photos
• Automatic text input
• Speech recognition
• Autocomplete
• Automatic answer (using headphones)
• Voice dialing (using headphones)
• Voice commands
• Customizable menus and shortcuts
• Accessible, high contrast keyboard
• Raised dot on the 5 key 
   

Check with your phone manufacturer to learn how to activate these services and features. Unfortunately we do not have all available information on which phones support specific features.

• The T911 service enables people who are living with auditory or speech disabilities to use text messaging to communicate with the 911 emergency service.
• To activate this service on all relevant plans, go to > My plans > Manage > Advanced parameters
• You do not require proof of disability to activate this service
• For more information, see our T911 FAQ 
• If you have not received a text confirming the activation of your T911 service within five (5) days after signing up, please contact our Customer Service team: log into your Fizz account and simply click on the chat bubble located in the lower right-hand corner during our business hours.

• For all customers who are living with visual disabilities
• Available formats: Braille, large type or audio file
• To process these requests, please contact our Customer Service team via the chat bubble.

• The 711 IP Relay Service is tailored to the needs of people with hearing and/or speech impairment who need to use a Telecommunications Device for the Deaf (TTY) or other devices to communicate with third parties.
• The IP relay service is can respond adequately to two types of calls:
  • Voice carry over (VCO) allows a hearing impaired person who is able to speak to use their voice while receiving operator-typed responses from a person who is able to hear
  • Hearing carry over (HCO) allows a person who is speech-disabled but able to hear to use their hearing while sending responses to a person who is able to hear via the HCO user’s typed text
• Those who do not have TTY and wish to reach hearing-impaired persons through the relay service can call 1-800-855-0511
• Hearing impaired persons who wish to reach other hearing impaired persons through the Relay Service can call 1-800-855-5511
• To activate the 711 IP Relay Service :
  • 1. go to https://iprelay.fizz.ca to create your account
  • 2. ask us your IP relay service activation by contact our Customer Service team via the chat bubble.
  • 3. when we will received your request and admissible proof, we will send to you your Relay IP identification by email to use the service.

• How to make a two-line Hearing Carry Over (HCO) IP Relay Call:

1. Enter your 10 digit wireline number in "Number to dial" field
2. This number must have three-way conference capability
3. Enter instructions for the operator
4. You can update your profile for HCO service or
5. Let the operator know you are a HCO caller
6. Select the language you would like the call to be placed in (English or French)
7. Click on the "call" button
8. You will be connected to the next available IP Relay operator
9. The Relay operator will call you back at the call-back phone number
10. Dial the number of the person you would like to conference
11. Type your responses to the operator. The TELUS IP Relay operator will read your responses to the party you have called

• Issuing refunds is a key component of the trial period
• Customers with an approved Certificate of Disability are entitled to a 30-day trial period by contact our Customer Service team via the chat bubble.
• Trial period refunds only apply to the monthly fee; additional expenses such as Add-Ons, Travel Add-Ons and payments from the customer’s Wallet will not be reimbursed
• All cancellation requests during the trial period (with an approved Certificate of Disability) are automatic and will be made immediately without requiring the customer to wait until the end of the payment cycle.

The CRTC's Wireless Code, which came into effect in December 2013 and was updated in December 2017, establishes requirements that all Canadian wireless providers must meet for, most notably, cancellation fees, limits on data & roaming charges, unlocked Mobile phones, trial periods and the language used in your contract.

For more information about the Wireless Code, please visit CRTC's website.

Customers with accessibility needs are encouraged to watch The Wireless Code and Your Rights as a Canadian Wireless Consumer.

The Internet Code, effective January 31st 2020, is a mandatory code of conduct created by the Canadian Radio-television and Telecommunications Commission (CRTC) to make it easier for Canadians to understand their rights and responsibilities related to their Internet service contracts.  The Code is mandatory for large providers with facilities which provide retail fixed Internet access services to residential customers .

For more information about the Wireless Code, please visit CRTC's website.

Customers with accessibility needs are encouraged to watch The Internet Code videos.

• Documents must contain your name, family name, address, postal code and birth date.
• Only the section that mentions the relevant disability must be visible. All mentions of other disabilities or information not related to the customer’s request must be blacked out (redacted).
• The part of the document that identifies your doctor must be visible.

Visual disability

• Signed certificate from a doctor who is legally practicing in Canada
  • This certificate must confirm the visual disability as well as its degree. In all cases, the visual disability must be serious.
• Certificate from the Loui Braille Institute
• Certificate from from the Nazareth Institute
• CNIB disability certificate
• Certificate from an optometrist
• Health insurance card or driving license with a visual disability logo or sticker
• Certificat from a visual rehabilitation centre or visual impairment program

Auditory disability

• A letter from a hearing aid specialist or audiologist
• A health insurance card or driving license with a hearing disability logo or sticker

Other disabilities

One of the following certificates is required:

• Revenue Quebec Certificate Respecting an Impairment (TP-752.0.14-V) 
  https://www.revenuquebec.ca/en/online-services/forms-and-publications/current-details/tp-752-0-14-v/
• T2201 Disability Tax Credit Certificate 
  https://www.canada.ca/en/revenue-agency/services/forms-publications/forms/t2201.html

All information shared with Fizz will be handled in compliance with our Privacy Policy. Documents we receive from you will be destroyed in a safe manner and will not be accessible or viewable. Documents will not be accessible nor viewable by third parties.
To protect your privacy, you must delete personal information (for example, social insurance number, other disabilities, etc.) that is not relevant to the specific disability for which you are requesting support.

In order to improve the accessibility of its products and services, Fizz is reaching out to individuals living with a disability and inviting them to share their comments on the subject. 

For all the details on the process of sending and processing your feedback, please consult the Feedback process description.

Submitting your feedback 

To submit your feedback in accordance with the Accessible Canada Act and the Accessibility Reporting Regulations, or to request an alternative version of the Feedback process description (paper format, regular print, large print, Braille, audio, electronic, or other agreed-upon formats), choose one of the following communication methods: 

1. Fill out our online form.
2. Send your feedback or request by email to [email protected].
3. Contact our Customer service team by clicking on the chat bubble located in the lower right-hand corner of this FAQ. One of our agents will be able to contact you by telephone if you request it.

Feedback will be received by our Director of Customer relations, Operations and Customer Service at Fizz.

IMPORTANT

• You will receive an acknowledgement of receipt of feedback unless said feedback is sent anonymously.
• If you would like to obtain the Feedback Process Description in an adapted format, you must provide us with information enabling us to send it to you.
• By providing us with your feedback, you consent to the collection, use, and storage of the personal information you provide us, which will enable us to answer your questions and improve our service delivery.
• The “Feedback Process Description” electronic publication available on this site complies with the Web Content Accessibility Guidelines 2.0 (WCAG 2.0) Level AA.