Novus

Accessibility Plan

1. General

1.1 Introduction

Since 1996, Novus has specialized in providing services to exclusive high-rise buildings in downtown Vancouver. Over the years, we have expanded our state-of-the-art fibre optic network to cover Metro Vancouver, including Burnaby, Richmond, Surrey, Coquitlam, New Westminster, Port Moody, and North Vancouver.

Our cutting-edge fibre optic network enables us to deliver the fastest speeds and highest-quality services to our customers, ensuring they receive top-notch entertainment and communication experiences.

We are more than just a local Internet and TV provider; we are your neighbors, sharing the same communities and love for our city.

Guided by our core values, we prioritize accessibility and inclusivity in everything we do. Putting our customers first drives every decision we make. We are committed to improving accessibility across all aspects of our organization.

Diversity and inclusion are integral to our culture, ensuring everyone feels valued and that barriers are removed. With these values at our core, we’re dedicated to creating an inclusive environment where everyone feels like they belong.

1.2 Contact Information & Feedback Process

At Novus, we strive to ensure that our services and facilities are accessible to all individuals. The Accessibility Officer is responsible for reviewing and addressing accessibility feedback.

Your feedback is essential to help us identify barriers, improve accessibility, and enhance the overall experience of customers, employees, and guests.

Feedback may be submitted anonymously. We will acknowledge receipt of feedback in the same manner in which it was received, unless it was submitted anonymously.

To provide accessibility feedback, request an alternate format, or request a copy of our Accessibility Plan, please use one of the following methods:

• Online Form

Please share your accessibility feedback using our online form.

• Email

You can send an email to: accessibilityfeedback@novusnow.ca
Please use the subject line ‘Accessibility Feedback’.

• Mail

Accessibility Officer
Novus Entertainment Inc.
300 – 112 E 3rd Avenue
Vancouver, BC V5T 1C8

• Phone

604-707-6720

For more information about the accessibility feedback process, please visit our Accessibility Feedback webpage.

1.3 Alternative Formats

This Accessibility Plan is available in alternate formats upon request.

Available formats include:

• Print or Large Print – provided within 15 days of request
• Electronic format compatible with assistive technologies – provided as soon as possible
• Audio format – provided within 45 days of request
• Braille – provided within 45 days of request

Requests may be made using any of the contact methods listed above.

Accessibility Feedback | Novus (novusnow.ca)

Feedback is used for the purpose of enhancing and improving our Accessibility Plan and services. Records are retained in accordance with our internal retention policies.

1.4 Accessible Canada Act (ACA)

The Accessible Canada Act came into force in 2019 with the goal of making Canada barrier-free by January 1, 2040.  

1.5 Purpose

The ACA aims to create a barrier-free Canada by addressing barriers in the following priority areas:

• Employment
• Built environment (including buildings and public spaces)
• Information and communication technologies
• Communication (beyond information and communication technologies)
• Procurement of goods, services, and facilities
• Design and delivery of programs and services  
• Transportation (including airlines, rail, road, and marine transportation providers that cross provincial or international borders)

1.6 Principles of the Act

The ACA is guided by and adheres to the following principles:

• Everyone must be treated with dignity
• Everyone must have the same opportunity to make for themselves the life they are able and wish to have
• Everyone must be able to participate fully and equally in society
• Everyone must have meaningful options and be free to make their own choices, with support if they desire
• Laws, policies, programs, services, and structures must consider the ways that different kinds of barriers and discrimination intersect
• Persons with disabilities must be involved in the development and design of laws, policies, programs, services, and structures, and
• Accessibility standards and regulations must be made with the goal of achieving the highest level of accessibility

1.7 Definitions

Barrier: Anything 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.

Disability: Any impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment or a functional limitation that, in interaction with the barrier, hinders a person’s full and equal participation in society.

Accessibility: The design of products, devices, services, environments, technologies, policies, and rules in a way that allows all people, including people with a variety of disabilities, to access them.

 Summary of the Accessible Canada Act – Canada.ca  

2. Priority Areas Described under the ACA

2.1 Employment

At Novus we’re dedicated to fostering an environment where everyone feels valued and respected. We prioritize diversity and inclusivity in our hiring process, ensuring equal opportunities for all candidates. Embracing our uniqueness and diversity is one of our core values. To accommodate diverse needs, we offer flexible work options, such as remote work and adjustable schedules.

Additionally, we regularly collect feedback from our employees through surveys and actively collaborate with them to enhance the Novus experience.

Barriers

• Limited awareness: Some employees may lack awareness or understanding of accessibility issues and how they impact their colleagues
• Unconscious bias: Unconscious bias may influence the treatment and opportunities available to employees with disabilities

Action/Plan

• Awareness training: Develop and implement training programs to raise awareness about accessibility and inclusivity among employees
• Accessibility audit: Conduct annual audits of our physical workplace to identify and address any remaining barriers
• Continuing feedback from employees to identify additional barriers and areas for improvement

2.2. Built Environment

Under the Accessible Canada Act, Novus is dedicated to creating a workplace that is accessible to all employees, customers, and visitors. Our current service location is designed with accessibility in mind, featuring easy access to the building entrance, push-to-open activation switch, elevator, customer reception area and accessible washrooms. We regularly assess and evaluate our workplace to ensure it meets the needs of our diverse customers and employee base.  

Barriers

• Lack of push to open activation switch on the main office entrance door, making it difficult for individuals with mobility impairments to enter independently
• Traditional round doorknobs on office doors might pose challenges for individuals with dexterity or grip limitations, hindering their ability to open doors easily
• The temporary elevator outages present a significant challenge for individuals with mobility impairments who rely on elevators to access our office

Action/Plan

• Install push to open activation switches on the main office door to improve accessibility for individuals with mobility impairments
• Replace traditional round doorknobs with lever-style handles on office doors to enhance ease of use for individuals with dexterity or grip limitations
• Regularly assess and address any additional accessibility barriers within the office environment to ensure inclusiveness for all employees and visitors
• Clear communication and signs about elevator outages to minimize the impact on individuals with mobility challenges

2.3 Information and Communication Technologies

Based on feedback from our customer survey, the following information and communication technologies could be improved under the Accessible Canada Act.

Barriers

• Website design complexity: The website design and layout are crowded and complex, making navigation challenging for customers
• Small font size: Default font size on the website is small, which may lead to readability issues, especially for individuals with visual impairments
• Our brand colors may pose challenges to read for people with color blindness or visual impairments
• Limited accessibility features: The website does not provide font scaling options or other accessibility features, excluding users with specific needs

Action/Plan

• Website design: Simplify the website design and layout to improve customer experience and ease of navigation
• Font size adjustment: Increase the default font size on the website to enhance readability for all customers
• Information organization: Restructure the website to make important information more accessible and easier to find
• We are exploring re-branding with colors that contrast well
• Ensure our website is compatible with screen readers, keyboard navigation, and other assistive technologies to accommodate users with disabilities
• Accessibility enhancement: Introduce the font scaling options and other accessibility features to accommodate customers with diverse needs
• Digital documents: Make sure that all digital documents, such as PDFs and online forms, are accessible to individuals with visual impairments by providing alternative text, proper formatting, and compatibility with screen readers
• Communication platforms: Enhance accessibility features on communication platforms such as email, messaging apps, social media tools to facilitate effective communication for employees and customers with disabilities
• Training and support: Providing training and support for employees to create accessible content and utilize accessible features in our information and communication technologies

These improvements align with our commitment to accessibility and inclusivity, ensuring that everyone can access and benefit from our digital resources and communication channels.

2.4 Communication (beyond information and communication technologies)

Based on feedback from our customers survey, the following communication beyond information and communication technologies could be improved under the Accessible Canada Act.

Barriers

• Poor audio quality: Audio quality during phone conversations with Customer Service Representatives might not always be clear, affecting customers with hearing impairments or facing language barriers
• The language used on our website and in documents may not be easily understood by all customers, particularly customers with cognitive disabilities or limited literacy skills

Action/Plan

• Improve audio system: Upgrade our audio systems for customers service interactions to ensure clear communications, addressing potential hearing and language barriers
• Review all communication within and outside Novus to identify any barriers
• Offer training to Novus employees to increase awareness about different forms of accessible communication and how to meet such requests
• Simplify language where possible to be more widely understood by a variety of readers

2.5 Procurement of Goods, Services, and Facilities

At Novus we use various software, devices, and equipment from external vendors that power and support the services we provide to our customers. However, despite our efforts, there are some barriers we encounter in ensuring accessibility for all.  

Barriers

• Lack of accessibility features in certain technologies and software
• Incompatibility with assistive devices used by individuals with disabilities
• Challenges in providing accessible customer support and service
• Difficulty in ensuring accessibility across all stages of acquisition and deployment

Action/Plan

• Prioritizing the acquisition of technologies and equipment with built-in accessibility features
• Working closely with suppliers to ensure compatibility with assistive devices
• Improving our customer support systems to accommodate diverse needs
• Implementing accessibility standards and guidelines throughout the acquisition process

By identifying and addressing these barriers, we aim to create a more accessible and inclusive environment for both our employees and customers.

2.6 Design and Delivery of Programs and Services

At Novus, we’re always looking to make things better. In the development of our Accessibility Plan, we acknowledge the chance to improve both the design and delivery of our programs and services to better meet the needs of persons with disabilities.

Barriers

• Our Employees who visit customer homes and business need training on how to assist people with disabilities during installations and maintenance. It’s essential to talk with customers about where to place equipment in an accessible way

Action/Plan

• Provide a training program for our Installation and Construction Teams. The program should include disability awareness, effective communication with customers with disabilities and proper techniques for accommodation during installation and maintenance of the equipment
• Novus will continue to seek out and review feedback from our employees and customers with disabilities to improve our services

2.7 Transportation (including airlines, rail, road, and marine transportation providers that cross provincial or international borders)

Novus does not offer transportation services and therefore has nothing to report under this heading.

3. Consultation

In developing this Accessibility Plan, we engaged with the most important voices: our employees and our customers, including individuals who identify as persons with disabilities. Through anonymous surveys, we invited participants to share their experiences, identify barriers, and provide suggestions for improvement.

Their feedback played a key role in helping us better understand the accessibility challenges that may exist within our workplace, services, and digital platforms. This input has directly informed the priorities, actions, and commitments outlined in this plan. By incorporating their perspectives, we are better equipped to create and maintain an inclusive environment that supports full and equal participation for all.

Novus will continue to consult with employees and customers, including persons with disabilities, as part of our ongoing efforts to identify, remove, and prevent accessibility barriers.