Standard Broadband Accessibility Plan

1. General

About Standard Broadband

Internet Access Solutions Ltd., operating as Standard Broadband, is a regional provider of fibre and fixed-wireless Internet, VoIP home phone and IPTV television service in Ontario. We have served our communities for about 20 years. We have 15 employees.

This is our first Accessibility Plan. It covers both our telecommunications services and our television (broadcasting distribution) services.

Our commitment

Standard Broadband is committed to treating everyone with dignity. We want our services and workplace to be accessible to everyone, including persons with disabilities. This plan explains how we will find, remove and prevent barriers. It supports the goal of the Accessible Canada Act: a Canada without barriers by January 1, 2040.

Contact us about accessibility

Our Accessibility Lead, Tom Williams (President), receives feedback on accessibility and on this plan. You can reach them by:

• Mail: Standard Broadband, Attn: Accessibility Lead, 8399 Boston Church Road, Milton, ON  L9T 9C5
• Phone: 905-203-0820
• Email: accessibility@iasl.com
• Online form: standardbroadband.ca/accessibility-feedback
• Relay: We accept calls through IP Relay and Canada VRS.

You can send feedback anonymously. Section 6 explains how.

Request this plan in another format

You can ask for this plan, or a description of our feedback process, in any of these formats. Use any contact method above.

Publication

This plan was published in October 2026. We will publish a progress report each year and an updated plan every three years.

2. Areas under section 5 of the Accessible Canada Act

This section covers our policies, programs, practices and services for finding, removing and preventing barriers. For each area we describe where we are today and what we will do.

2.1 Employment

We are an equal opportunity employer. Job applicants and employees can ask for accommodation at any stage, from applying to retiring. We do not yet have a written accommodation process, and our job postings do not tell applicants how to ask for one.

What we will do:

• Add a statement to every job posting and our careers page inviting applicants to request accommodation, and explaining how. Target: 2027
• Write a simple workplace accommodation procedure, including individual emergency response plans for employees who need them. Target: 2027
• Review hiring, onboarding and training materials for barriers. Target: 2028

2.2 The built environment

We lease one office at 8399 Boston Church Road in Milton. It is not open to the public. The building is all on ground level with no steps, has automatic door openers and plenty of parking. Each washroom has a barrier-free stall, but there is no separate universal washroom.

Most customer contact happens by phone, email, online or at the customer’s home during installation. Field technicians visit customers’ homes and can adapt installations to their needs.

What we will do:

• Ask employees about barriers in our office as part of our yearly consultation, and fix what we can. Target: 2027
• Raise any barriers we cannot fix ourselves with our landlord, including the option of a universal washroom.
• Because our office is not open to the public, serve customers by phone, email, online, video or at their home, whichever suits them.

2.3 Information and communication technologies (ICT)

Our website, online forms and customer account tools are our main ICT touchpoints. We have not yet formally tested our website or customer portal against the Web Content Accessibility Guidelines (WCAG).

What we will do:

• Publish this plan and our feedback process on a page that meets WCAG 2.1 Level AA, linked from our homepage. Done: 2026
• Test our website and customer portal against WCAG 2.1 Level AA and fix the issues found, starting with sign-up, billing and support pages. Let customers update their own billing information in the portal. Target: 2027–2028
• Make sure the internal tools staff use (our customer management and billing systems) work with screen readers and magnification, and accommodate employees who need other options.

2.4 Communication, other than ICT

Customers can reach us by phone, email, online form, mail and relay services. We will respond in the format the customer prefers.

What we will do:

• Large-print bills are available today on request, at no charge. Add Braille and audio versions of bills, contracts and service information on request. Target: 2027
• Write a procedure for handling relay calls (IP Relay, video relay and TTY relay) and train all front-line staff on it, along with plain language and respectful communication. Target: 2027
• Rewrite key customer documents in plain language. Target: 2028

2.5 Procurement of goods, services and facilities

We buy network equipment, customer equipment (modems, routers, TV set-top boxes or apps), software and office space. We have not considered accessibility in purchasing decisions in a formal way.

What we will do:

• Add accessibility to our checklist when choosing customer equipment, TV platforms, software and office space. Target: 2027
• Ask vendors about accessibility features, such as accessible remote controls, text-to-speech menus and screen-reader-compatible apps.

2.6 Design and delivery of programs and services

We provide Internet, home phone and television service. Customers sign up, get support and pay bills by phone, email or online. Installations and repairs happen at the customer’s home.

What we will do:

• Consider accessibility when we design or change a service, a sales process or a support process.
• Make sure customers know about the accessibility features described in section 3.
• Track accessibility feedback about our services and act on it.

2.7 Transportation

This area does not apply to us. We do not provide transportation services.

3. Telecommunications and broadcasting services

These are the accessibility features of our CRTC-regulated services today.

Home phone

• Customers who are Deaf, hard of hearing or speech-impaired can reach us and others through relay services such as IP Relay and Canada VRS.
• 9-1-1 service works with our home phone service. We explain the limits of VoIP 9-1-1 (for example, during a power or Internet outage) in plain language at sign-up and on request in alternate formats.

Television

• Closed captioning and described video are available on our IPTV service for programs that carry them.
• We distribute AMI-audio, AMI-tv and AMI-télé, which serve people who are blind, partially sighted or print-restricted, and people with other disabilities.
• Our remote has voice control, so customers can change channels and navigate menus by speaking.

Internet

• Customers can choose equipment and installation options that suit their needs. Our technicians can help set up assistive devices that depend on the connection.

Customer information and billing

• Large-print bills are available on request at no charge. We are adding Braille and audio formats (see section 2.4).
• Customers can name one or more trusted people to help manage their account.

What we will do:

• Publish a short page describing these features and how to use them. Target: 2027
• Confirm with our TV platform vendor which captioning, described video and audio navigation features are available, and close any gaps. Target: 2027

4. Consultations

In October 2026 we invited our employees and our customers to take part in two anonymous surveys. We also offered phone and email for anyone who could not use the online form. Each survey asked whether the person identified as a person with a disability, or supported someone who does.

• Employees: All 15 employees were invited to an anonymous survey from October 7 to 15, 2026. Four responded.
• Customers: We emailed all our customers a link to an anonymous survey, open from October 6 to 15, 2026. Six responded. None reported a barrier or asked for another format.
• No one who responded identified as a person with a disability or as supporting someone who does.

What we heard

• One employee was not confident handling calls through a relay service. Our relay call procedure and staff training (section 2.4) respond to this.
• Customers find our online billing portal limiting: they cannot update billing information there. We added an action for this (section 2.3).
• Every employee who responded knows how to ask for a workplace accommodation.
• Five of six customers prefer to contact us by email. We will keep email as a main channel and reply in each person’s preferred format.

Next steps

Because no one who took part identified as a person with a disability, this first consultation was limited. By June 2027 we will consult directly with persons with disabilities, for example through a disability organization, and report what we learn in our first progress report. We will run our surveys again each year.

5. How we applied the principles of the Accessible Canada Act

We used the seven principles in section 6 of the Act to shape this plan.

6. Feedback process

We want to hear about any barrier you face when dealing with Standard Broadband, and about how we are carrying out this plan.

How to give feedback

Send feedback to our Accessibility Lead, Tom Williams (President), by:

• Mail: Standard Broadband, Attn: Accessibility Lead, 8399 Boston Church Road, Milton, ON  L9T 9C5
• Phone: 905-203-0820
• Email: accessibility@iasl.com
• Online form: standardbroadband.ca/accessibility-feedback
• Relay: IP Relay or Canada VRS

Anonymous feedback

You do not have to give your name. To stay anonymous, use the online form without filling in your name, or send a letter without a return address. We will not be able to reply to anonymous feedback, but we will consider it.

What happens next

• We will acknowledge your feedback in the same way you sent it, unless it was anonymous. We aim to do this within 5 business days.
• We review all feedback and use it to update our actions, progress reports and future plans.
• We keep feedback for at least seven years. Your personal information is handled under our Privacy Policy.

Description of this process in other formats

You can ask for this description in print, large print or an accessible electronic format (within 20 days), or in Braille or audio (within 45 days).

7. Definitions

Accessibility

How easily everyone, including persons with disabilities, can use a service, product, place or piece of information.

Barrier

Anything that prevents a person with a disability from participating fully and equally. Barriers can be physical, architectural, technological, attitudinal, about information or communication, or caused by a policy or practice.

Disability

Any impairment — physical, mental, intellectual, cognitive, learning, communication or sensory — or a functional limitation, permanent, temporary or episodic, that, in interaction with a barrier, hinders full and equal participation in society.