Accessibility
Freedom Mobile is committed to enhancing the level of convenience to our customers by providing the following accessibility services.
The Wireless Code and CCTS
Accessibility Text with 9-1-1 (T9-1-1)
Text with 9-1-1 (T9-1-1) has been available at Freedom Mobile since 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 www.TextWith911.ca 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 speaking enables faster communication than texting, and there is a chance 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 always be in good standing in order to remain eligible to use the T9-1-1 service. User activities that result in a lapsed subscription or unsubscribing from Freedom Mobile will result in your loss of eligibility to use the T9-1-1 service.
Compatible Phones
All handsets purchased from Freedom Mobile from 2017 onwards are supported (with the exception of the Alcatel Go Flip); please see below for a list of additional handsets that support T9-1-1.
Accessibility
Internet Code videos in ASL
We’re committed to ensuring customers have resources needed to help them understand our Internet service agreements and how Internet service works. The following videos, produced by Canada’s large Internet Service Providers (ISPs) in conjunction with the Canadian Wireless Telecommunications Association, are intended for Deaf, Deaf-Blind and Hard of Hearing customers. The videos were developed to provide an overview of the Internet Code, Internet services and are provided in American Sign Language with captions and voice overs.
The videos and terms used in them do not replace Canadian Radio-television and Telecommunications Commission (CRTC) decisions, Freedom Mobile contracts or written policies, which may be amended from time to time.
OUR ACCESSIBILITY PLAN
Freedom Mobile is proud to present its Accessibility Plan. By implementing concrete actions, we are committed to meeting the needs of all customers, including those with accessibility needs, by providing a two-way channel that better facilitates the sharing of plans and changes to our products and services.
In particular, we have consulted several specialized organizations in order to properly guide our initiatives in the plan.
ACCESSIBILITY FEEDBACK
Your feedback is important to us. If you have ideas on how we can improve the accessibility of our products, websites, or locations, please let us know in as much detail as possible.
Feedback will be received by Mark Elson, Vice President, Enablement & Operations.
Phone
Contact customer service at
1-844-203-7171
Send your feedback by email to
accessibility.feedback@freedommobile.ca
Online Form
Share your feedback with us using
the accessibility feedback form.
IMPORTANT
You will receive an acknowledgment of receipt of feedback unless feedback is sent anonymously.
By providing 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.
If you would like a description of our accessibility feedback process in an alternative format, you can use the contact methods above.
If preferred, your feedback to us can be submitted anonymously. Please note that if you would like a description of our accessibility feedback process or the Accessibility Plan in an alternative format, you must provide us with information which would allow us to send it to you.