Freedom Mobile is committed to enhancing the level of service to our customers by providing the following accessibility services to customers with special needs.

Accessibility Text with 9-1-1 (T9-1-1)

Text with 9-1-1 (T9-1-1) will be available at Freedom Mobile on January 24, 2014 for deaf, deafened, hard of hearing or speech impaired (DHHSI) persons to communicate with 9-1-1 services using wireless-based text messaging. The T9-1-1 service must be activated in an area before with 9-1-1 centre upgrades before it can be accessed so DHHSI persons should visit for more information about the initiative and to find out when the T9-1-1 service becomes available in their municipality or region.

A DHHSI person wanting the ability to use the service must register for it with their wireless service provider. Fill out the registration form and return to Freedom Mobile.

When a DHHSI person requires 9-1-1 services, they must first  dial 911 on their cell phone. There is no need for them to speak as the 9-1-1 Call Taker will receive an indicator that tells them to communicate with the caller via text messaging.  The 9-1-1 Call Taker then initiates text messaging with the caller to address the emergency. The initial call to 9-1-1 (without speaking) is required to initiate the T9-1-1 session as it establishes direct contact with the 9-1-1 Call Centre, provides the 9-1-1 Call Taker with the caller’s telephone number and the approximate location of the cell phone along with establishing a voice channel that enables the 9-1-1 Call Taker to hear any background noises that can be very helpful to assess the emergency and to provide enhanced 9-1-1 functions.

T9-1-1 is not available for everyone. Voice calling remains the best and most effective way to communicate with 9-1-1 services for a person that is not deaf, hard of hearing or with speech impairment. During an emergency, time is of the essence and talking enables faster communication than Texting, and there is a small chance that text messaging could be delayed. 

The T9-1-1 service is free, however, an active wireless subscription and a compatible handset are required.The wireless user account (prepaid or postpaid) that you maintain with Freedom Mobile must remain in good standing at all times in order to remain eligible to use the T9-1-1 service. User activities that result in a lapsed subscription or unsubscription from Freedom Mobile will result in your loss of eligibility to use the T9-1-1 service.

Freedom Mobile T9-1-1 Compatible Handsets

Alcatel One Touch m'Pop
One Touch OT-990
BlackBerry Pearl 9100
Curve 9300
Curve 9320
Bold 9700
Bold 9780
Bold 9900
Curve 9360
Bold 9790
Torch 9810
Huawei Ascend Mate
Ascend P1
Ascend D1
Ascend P6
Mate 1
  Nexus 6P
HTC Amaze
Desire 626S
LG Nexus 5
Nexus 4
G Stylo
  Nexus 5X
Motorola RAZR V
  Moto G 1st
  Moto G 2nd
  Moto G 3rd
  Moto E 1st
  Moto E 2nd
  Moto X 2nd
  Moto X Play
Samsung Galaxy S3
  Galaxy S4
  Galaxy S5
  Galaxy S6
  Galaxy S6 Edge
  Galaxy S6 Edge Plus
Galaxy Note 2
Galaxy Note 3
Galaxy Note 4
Galaxy Note 5
Galaxy Ace 2 e
Galaxy Grand Prime
Nexus S
Sony Xperia ZL
Xperia Ion
Xperia L
Xperia M
Xperia Z3
Xperia E3
Xperia M4 Aqua
Xperia C5 Ultra

Teletypewriter - TTY Service (7-1-1)

TTY is an operator service that allows people who are deaf, hard of hearing or speech impaired to place calls to standard telephone users via a keyboard or assistive device. To use TTY service, the device or phone needs to be hooked up to a phone or analog jack. Once the device is hooked up, simply dial 7-1-1 to get in touch with a representative. TTY service is free of charge to Freedom Mobile subscribers (subject to change). Only Freedom Mobile subscribers are able to dial 7-1-1 through the Freedom Mobile network. To see what devices support TTY visit a Freedom Mobile store or get further information at

IP Relay Service

IP Relay service is a voice relay service provided to active Freedom Mobile customers who are registered IP Relay service users. Communication between the operator and IP Relay service happens over the Internet and is being relayed to the other party through usual voice call. This service enables faster communications with the relay operator, and allows you to see more of the conversation on your computer screen. Calls to anywhere in Canada are free of charge (subject to change).

To start using the IP Relay service, Freedom Mobile subscribers must register by completing the application form (PDF).The application form can be submitted via one of the following options:

Freedom Mobile Inc
401 Ouellette Ave
P.O. Box 65
Windsor, Ontario 
N9A 4H0

Fax: 1-866-418-4145


Directory assistance for the visually impaired

Freedom Mobile offers a credit for the visually impaired to cover the cost of 3 directory assistance calls per month. To qualify for this credit the visually impaired customer must activate a standard plan and call the call centre at 611 to have the credit applied to the account. An active wireless subscription and a compatible handset are required to have this service. The wireless user account (prepaid or postpaid) must remain in good standing at all times in order to remain eligible for this credit. User activities that result in a lapsed subscription or unsubscription from Freedom Mobile will result in loss of the eligibility for this credit.

Text and data only plans for the deaf, deafened, or hard of hearing

Freedom Mobile offers a text and data plan for deaf, deafened, or hard of hearing persons . A customer may activate on Freedom Mobile  Internet plan, and add a feature by contacting the Freedom Mobile Care team, that allows for unlimited texting in Canada and the USA from anywhere in Freedom Mobile's Home network. An active wireless subscription is required to have this service. The wireless user account (prepaid or postpaid) must remain in good standing at all times in order to remain eligible for this plan and feature.

Alternative format contracts, invoices and other information

Freedom Mobile will provide customers a copy of their contract, invoices and other information in an alternative format for people with disabilities upon request and at no charge.

Extended trial period

People with disabilities may require additional time to familiarize themselves with and integrate a new mobile device into existing and/or possibly new assistive technology and software. Freedom Mobile provides a 30-calendar-day trial period during which customers who self-identify as having a disability can cancel their contract without penalty. Mobile devices provided by Freedom that are in like-new condition, and which include the original packaging and receipt, may be returned to the original purchase location.

Accessibility for Ontarians with Disabilities Act (AODA)

This act establishes a policy for Freedom Mobile that governs the provision of its goods and services to persons with disabilities, as per the requirements set out in regulation 429/07 of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), that meets the following definitions of accommodation:
Definitions of Accommodation

The delivery of a good or service that is presented in a manner that is easily understood or appreciated and is easy to get at and/or reached and/or obtained.

a) Any degree of physical infirmity , malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impairment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog, or other animal, or on a wheelchair or other remedial appliance or device,
b) A condition of mental impairment or a developmental disability
c) A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
d) A mental disorder,
e) An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997

Service Animal
Refers to any animal that has been trained to do work or perform tasks for the benefit of an individual with a disability. The work or service performed by the animal must be directly related to the handler’s disability.

Support Person
In relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

Our Policy 
Freedom Mobile is committed to providing exceptional and accessible service for its customers. Goods and Services will be provided in a manner that respects the dignity and independence of all customers. The provision of services to persons with disabilities will be integrated whenever possible. Persons with disabilities will be given an opportunity equal to that given to others, to obtain, use or benefit from the goods and services provided by and on behalf of Freedom Mobile.

Practices and Procedures to support and accomplish this policy will include:

Policy on Assistive Devices, Service Animals & Support Persons:


  • Training on assistive devices
  • Measures for providing service if a service animal is excluded by law
  • Notice of any admission fees for support person

Policy on Notice of Temporary Disruption

  • Reason for disruption
  • Alternatives
  • Expected duration

Practices and Procedures to support and accomplish this policy will include who is responsible, where and how notices are posted.

Policy on Accessibility Training

Training will include the following:

  • The purposes of the Accessibility for Ontarians with Disabilities At, 2005 and the requirements of the customer service standard
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person
  • What to do if a person with a particular type of disability is having difficulty accessing Freedom Mobile goods or services.

Practices and Procedures to support and accomplish this policy will include:

  • Identifying who gets trained
  • Identifying when they will be trained
  • Identifying how they will be trained
  • Keeping documentation and sample material


207 Queens Quay West Suite 710
P.O. Box: 114
M5J 1A7
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