MCSnet Accessibility Plan 2024-2026

1 General

1.1 Statement of Commitment

MCSnet is committed to providing an inclusive and accessible environment for all employees, clients, and stakeholders in alignment with the Accessible Canada Act (ACA). This Accessibility Plan outlines the strategies and actions MCSnet will take to identify, prevent, and remove barriers to accessibility, ensuring equal opportunity and participation for everyone.

 1.2 Contact Information & Feedback Process

You can submit feedback about accessibility or this plan by contacting:

Heather Starosielski – Chief Operations Officer

heather@corp.mcsnet.ca

866 390 3928 x263

PO Box 98

St. Paul, AB

T0A 3A0

 

1.3 Alternative Formats

You can request alternative formats of this plan, and a description of our feedback process by contacting:

Heather Starosielski – Chief Operations Officer

heather@corp.mcsnet.ca

Phone:  866 390 3928 x263

Mail:

PO Box 98

St. Paul, AB

T0A 3A0

We will provide the following alternative formats within 15 days of the initial request: 

• Print 
• Large print (increased font size) 

We will provide the following alternative formats within 45 days of the initial request: 

• Braille (a system of raised dots for  people who are blind or who have low vision so can read with their fingers) 
• Audio (a recording of someone reading the text out loud)

2. Areas Described under Section 5 of the ACA (Accessible Canada Act) 

2.1 The Built Environment

The built environment priority area refers to all MCSnet physical spaces under federal jurisdiction. This includes considering accessibility features, such as automated door openers, accessible washrooms, lighting, signage, and noise. 

What we are doing well

MCSnet complies with building codes and requirements for physical accessibility in its office spaces. MCSnet works hard to ensure that our premises are accessible. We complete repairs and replacements as necessary. 

MCSnet has emergency procedures, plans and public safety information available. We have developed emergency procedures for all employees. These procedures are communicated to the employees’ respective managers and safety personnel. 

Our plan

• MCSnet will review signage and take into consideration tactile considerations (ie., Braille).
• MCSnet will explore the possibility of installing auditory or visual cues in our office in the case of an evacuation.
• MCSnet’s JHSC will ensure adequate training for Managers regarding accessibility.
• MCSnet will continue to budget for repairs and replacements related to accessibility.

 

2.2 Employment 

The Employment priority area covers an employee’s experience at MCSnet. It starts from the recruitment and onboarding process. It ends when the individual leaves the organization. It also includes accommodation and short and long-term disability absences from work. 

What we are doing well

MCSnet works hard to promote inclusivity and accessibility in attracting potential employees to our organization. We recruit at in-person career fairs, online, and in print media. 

MCSnet asks for feedback from our staff through surveys and our annual Employee Satisfaction Survey.

We regularly review and audit our policies, practices and programs to ensure we are making progress towards inclusion and accessibility. 

We support employees with workplace accommodations in consultation with the employee and any other professional (ie. medical doctor) when necessary.

Our plan

• We will conduct a further review of the current state of the accommodations process at MCSnet, including awareness among team members regarding the process.
• We will continue to promote and support accessibility across the organization and ensure that accessibility events, activities, programs, and support resources are promoted and available to all employees. 
• We will formalize an accessibility feedback process for employees. 
• MCSnet will review accessibility training needs with the organization and work to offer more training based on accessibility best practices.

 

2.3 Information and Communication Technologies (ICT)

The ICT priority area relates to the technologies our employees and customers use. This includes hardware, software, assistive devices and all other aspects of technology.

What we are doing well

MCSnet works diligently to ensure our website and apps meet the latest accessibility standards.

All team members at MCSnet use Google Workspace, which provides a range of accessibility features. 

Our plan

• MCSnet will review our key webpages for meeting certain WCAG (Website Content Accessibility Guidelines).
• MCSnet will provide further training and communications to employees on the accessibility features built into Google Workspace.

 

2.4 Communication, other than ICT 

The Communication priority area relates to communication with employees and customers. This includes print materials and publications. It also includes digital communications such as websites, digital materials and e-newsletters. Presentations and other methods of communication are also covered.

What we are doing well

Communication is fundamental to the work we do at MCSnet. We are committed to meeting the communication needs of persons with disabilities.

The MCSnet website is a great resource for people with disabilities. It provides clear, easy-to-navigate information. We also offer ways for people with disabilities to provide feedback on accessibility.

Our marketing team follows accessibility guidelines. They write social media posts and advertising in plain language. Our marketing team also creates media for various days of significance for accessibility throughout the year.

In 2024, MCSnet conducted an employee survey regarding disabilities in the workplace. Of the respondents, 80% (24 out of 30 responses) identified as not having a disability. 

Our plan

• MCSnet will work to build awareness among our employees regarding accessible communication practices.
• MCSnet will work to ensure that documents are offered in accessible formats.
• MCSnet will continue to ensure our social media content can be accessed by all. They will include alternative text on images and closed video captioning where possible.
• MCSnet will consider additional accessible ways to market its products and services to persons with disabilities.
• MCSnet will consult annually with its employees regarding accessibility and disabilities in the workplace.

 

2.5 The Procurement of Goods, Services and Facilities 

The Procurement priority area relates to how goods, services, and facilities are purchased by MCSnet. This includes the evaluation process leading up to making purchases. It also includes ensuring that all documents related to procurement are accessible and have accessibility considerations in mind.

Our plan

• Being a rural ISP, MCSnet is more limited in having a wide range of available vendors for procuring goods and services that have accessibility in mind. We will review procurement-related documents and review procedures to improve accessibility where possible.
• MCSnet will learn more about best practices for accessible procurement.

 

2.6 The Design and Delivery of Programs and Services 

This priority area focuses on making all MCSnet programs and services accessible to all. It involves considering persons with disabilities when creating programs and services and requires us to continuously improve them.

What we are doing well

• MCSnet is committed to providing goods and services in a way that respects the dignity and independence of persons with disabilities.
• We train all public-facing employees to provide excellent customer service to all customers, including those with disabilities.
• MCSnet offers accessible support to customers by telephone. We accommodate customers with support persons.
• We welcome feedback from customers, especially from persons with disabilities.
• MCSnet has community investment programs for all persons, including those with disabilities, such as our Community Connections Program, MCSnet Scholarship Program, and Free Wi-Fi hotspots for non-profit organizations. 

Our plan

• MCSnet will investigate additional ways to mark a customer’s accessibility needs in their file.
• MCSnet will continue to engage in ongoing training of customer service and tech support representatives.
• We will continue to promote our community investment programs benefitting persons with disabilities or accessibility concerns. 
• MCSnet will seek and review feedback from disabled customers to improve our services.

 

2.7 Transportation 

MCSnet has limited involvement with transportation. Because of this, barriers and actions have not been identified in this priority area. If MCSnet becomes more involved with any form of transportation, we will identify barriers and actions in this area.

 

3. Consultations

MCSnet consulted with its employees and also garnered feedback from a stakeholders group via CANWISP which we are a member of.

 

A PDF version of this document can be downloaded here.

 

2024-2025 Accessibility Progress Report

June 1, 2025

1. Executive Summary

MCSnet is committed to improving the accessibility of our services. We strive to provide our services and treat our employees in a way that respects the dignity and independence of all people. 

As a federally-regulated telecommunications provider, MCSnet is subject to the Accessible Canada Act and its regulations. 

In 2024, MCSnet published its first Accessibility Plan. The organization publishes annual progress reports to provide updates on the commitments outlined in its Accessibility Plan. Every 3 years, the Accessibility Plan is updated to build on previous achievements.

This progress report presents the steps taken by MCSnet towards achieving the set goals and objectives in its 2024 to 2026 Accessibility Plan.

2. General

We encourage customers and other interested parties to share any questions, concerns, or feedback regarding accessibility. This includes comments on this Progress Report, our Accessibility Plan, or any barriers you’ve encountered while interacting with MCSnet or accessing our services. 

2.1 To request alternate formats of this report (print, large print, braille, audio format, etc.) or to provide feedback on accessibility, please contact:

• • Call us at: 1-866 390 3928 x263
  • Email us at: heather@corp.mcsnet.ca
  • Mail: PO Box 98, St. Paul, AB, T0A 3A0
  • Online Community via Social Media Platforms:
    • Facebook: www.facebook.com/mcsnet.ca
    • Instagram: www.instagram.com/mcsnet.ca/

For accessibility concerns, contact us using your preferred communication method (or we’ll reply using the same method you used). You can also provide anonymous feedback, though we won’t be able to respond directly.

Our Chief Operations Officer is responsible for accessibility feedback. We will acknowledge and address your concerns unless you choose to remain anonymous.

All personal information provided will be kept confidential and handled in accordance with our Privacy Policy.

3. Updates in Key Areas

3.1 The Built Environment

Our objective:

To ensure all MCSnet physical spaces are accessible and inclusive by prioritizing accessibility features with the built environment.

Policies and Action(s) from our Plan

• MCSnet will review signage and take into consideration tactile elements such as Braille.
• MCSnet will explore the possibility of installing auditory or visual cues in our office in the case of an evacuation.
• MCSnet’s JHSC will ensure adequate training for Managers regarding accessibility.
• MCSnet will continue to budget for repairs and replacements related to accessibility.

Progress Update

• MCSnet continues to review signage for tactile elements such as Braille and high contrast colors to benefit individuals with visual impairments. 
• MCSnet updated the signage for evacuation at all of our sites and placed them at an appropriate height and location for maximum visibility.
• We will explore options for installing auditory and visual cues in our office.
• MCSnet’s JHSC committee was formed in 2024 and will consult with our HR department and COO in 2025 to include training on the Accessibility Plan and to provide progress reports. We are committed to ongoing education and training for our staff to foster a culture of accessibility and inclusion.
• MCSnet budgets for repairs and replacement annually.
• We will continue to monitor our progress and make improvements as needed.

3.2 Employment

Our Objective:

To foster a positive and inclusive employee experience throughout the entire employment lifecycle at MCSnet, from recruitment and onboarding to departure, encompassing all aspects of employment, including accommodations and leave management (short and long term).

Policies and Action(s) from our Plan

• We will further review the current state of the accommodations process at MCSnet, including awareness among team members regarding the process.
• We will continue to promote and support accessibility across the organization and ensure that accessibility events, activities, programs, and support resources are encouraged and available to all employees. 
• We will formalize an accessibility feedback process for employees. 
• MCSnet will review accessibility training needs with the organization and work to offer more training based on accessibility best practices. 

Progress Update

• MCSnet reviews all policies and procedures, including auditing and updating our employee accommodation process. This involves analyzing our current practices, identifying areas for improvement, and implementing necessary changes to ensure that the accommodation process is efficient, effective, and equitable for all employees. We are committed to fostering a culture of awareness and understanding around accommodations. We regularly communicate updates and changes to our team members to ensure they are well-informed about the process.
• We promote and host employee events that are accessible in varying formats for all staff. 
• We annually survey all staff regarding accessibility concerns and provide feedback anonymously if preferred. This allows employees to share their experiences and suggestions for improvement in a safe and confidential manner. We take all feedback seriously and use it to inform our accessibility initiatives and policies.
• In consultation with our JHSC, we are creating accessibility training to be included annually for management and supervisors. This training will cover topics such as accessibility legislation, assistive technologies, and creating accessible workplaces. By providing regular training, we aim to equip our managers and supervisors with the knowledge and skills they need to make an inclusive and accessible environment for all employees.
• We continue to promote inclusivity and accessibility in attracting potential employees by recruiting at in-person career fairs, online and in print media. 
• We support employees with our workplace accommodations in consultation with the employee and also offer a robust modified work program when necessary.
• We ensure all new employees know our policies regarding employee accommodation as part of their onboarding. 
• We are committed to creating an accessible and inclusive workplace for all employees, and we recognize the importance of providing information about accessibility and the Accessibility Act to all new employees. We are currently reviewing our onboarding practices to ensure that all new employees receive this information and know their rights and responsibilities under the Act.

3.3 Information and Communication Technologies (ICT)

Our Objective:

To ensure MCSnet’s information and communication technology (ICT) ecosystem, encompassing hardware, software, assistive devices, and all other technological resources, is accessible and inclusive for employees and customers.

Policies and Action(s) from our Plan

• MCSnet will review our key web pages to ensure they meet certain WCAG (Website Content Accessibility Guidelines). MCSnet will provide further training and communications to employees on the accessibility features built into Google Workspace.

Progress Update

• In 2025 – MCSnet is revising our website and implementing further WCAG guidelines on key pages in consultation with our marketing agency this year. We will employ a tool to ensure our website complies with these guidelines.
• MCSnet is reviewing the use of closed captioning for video content in consultation with our marketing agency.
• MCSnet is actively investigating the feasibility and benefits of incorporating closed captioning for all video content. This initiative is being conducted in collaboration with our marketing agency to ensure that any potential captioning solution aligns with our marketing strategies and maintains the quality of our video content. We are exploring various captioning options, including automated and human-generated captions, and evaluating their accuracy, cost-effectiveness, and scalability. Additionally, we are considering the needs of our diverse audience, including those who are deaf or hard of hearing, and those who may benefit from captions in noisy environments or when learning a new language.
• MCSnet provides training and communication to all our employees through our staff newsletter. This includes tips on accessibility features built into the Google Workspace. MCSnet takes a multi-faceted approach to accessibility training and communication. A key component of this strategy is the inclusion of accessibility-focused content in our staff newsletter. This content includes practical tips and insights on how to leverage the accessibility features that are built into the Google Workspace suite of tools. By providing this information directly to employees, we aim to raise awareness of these features and empower staff to create and interact with digital content in a way that is inclusive and accessible to all.
• MCSnet utilizes SMS on a limited basis to confirm customer appointments. MCSnet currently employs SMS technology in a limited capacity, primarily to provide customers with appointment confirmations. While currently restricted in scope, this practice could potentially be expanded to encompass other forms of customer communication, such as service outage notifications, payment reminders, or promotional offers.

3.4 Communication, other than ICT (Information & Communication Technology)

Our Objective:

To ensure all communication materials and methods, both print and digital, including but not limited to publications, websites, presentations, and e-newsletters, are accessible and inclusive for employees and customers.

Policies and Action(s) from our Plan

• MCSnet will work to build awareness among our employees regarding accessible communication practices.
• MCSnet will work to ensure that documents are offered in accessible formats (ie, digital contracts and billing in a paper format). 
• MCSnet will continue to ensure all audiences can access our social media content. They will include alternative text on images and closed video captioning where possible.
• MCSnet will consider additional accessible ways to market its products and services to persons with disabilities.
• MCSnet will consult annually with its employees regarding accessibility and disabilities in the workplace.

Progress Update

• MCSnet has taken a proactive step in aligning its internal and external communications by updating the Communication Plan to explicitly reference the Accessibility Plan. This update ensures that all communication efforts, both within the organization and with the public, are consistent with and supportive of MCSnet’s commitment to accessibility. 
• MCSnet will provide accessible documentation where possible and ensure that customers receive paper billing free of charge when requested to those over the age of 65 or for people who identify as having a disability, as required by the CRTC Decision 2022-28.
• MCSnet provides annual training for supervisors regarding accessibility policies and procedures for our staff and customers. As part of this commitment, we provide annual training sessions for supervisors. These sessions delve into the intricacies of accessibility policies and procedures, ensuring that our supervisors are well-equipped to uphold our accessibility standards and facilitate a positive experience for everyone who interacts with MCSnet
• MCSnet surveys staff annually to review accessibility and disabilities in the workplace. The 2025 survey was completed on May 9, 2025. In total, 27 responses were received. Most respondents do not identify as a person with a disability and have not encountered accessibility barriers as employees during recruitment/hiring or with workplace accommodations. One respondent reported accessibility issues, involving noise distractions that caused challenges with task management. A few respondents commented on appreciation for MCSnet’s efforts to accommodate needs (e.g. providing a suitable chair) and the usefulness of remote work. Survey results were reviewed by the COO and the HR department, and there are no recommendations for changes to any relevant policies at this time, given that only one employee identified a challenge with accessibility (noise distraction). We will continue to engage employees with a 2026 survey. 
• We are exploring additional channels and formats to ensure that all of our customers can receive communications in a way that meets their needs.
• MCSnet will test live-chat support for customer service/support.
• MCSnet will continue to create media that is accessible for days of significance that are recognized in our social media channels.

3.5 The Procurement of Goods, Services and Facilities

Our Objective:

MCSnet’s goal is to ensure its employees involved in procurement consider accessibility from the start of a procurement process, such that all new goods, services and facilities procured by MCSnet will be accessible by default. MCSnet is committed to incorporating accessibility awareness into its procurement practices.

Policies and Action(s) from our Plan

• MCSnet will learn more about best practices for accessible procurement.
• We will review procurement-related documents and review procedures to improve accessibility where possible.

Progress Update

• Being a rural ISP, MCSnet is more limited in having a wide range of available vendors for procuring goods and services that have accessibility in mind. Despite these challenges, we remain committed to finding solutions and continue to explore best practices to enhance accessibility wherever possible. 
• MCSnet is committed to ongoing learning and development in the area of accessible procurement, staying informed about the latest trends and best practices and adapting our strategies accordingly.

3.6 The Design and Delivery of Programs and Services

Our Objective

Our goal focuses on making all MCSnet programs and services accessible to all. It involves considering persons with disabilities when creating programs and services and requires us to continuously improve them.

Policies and Action(s) from our Plan

• MCSnet is committed to providing goods and services in a way that respects the dignity and independence of persons with disabilities.
• We train all public-facing employees to provide excellent customer service to all customers, including those with disabilities.
• MCSnet offers accessible support to customers by telephone. We accommodate customers with support persons.
• We welcome feedback from customers, especially from persons with disabilities.
• MCSnet has community investment programs for all persons, including those with disabilities, such as our Community Connections Program, MCSnet Scholarship Program, and Free Wi-Fi hotspots for non-profit organizations. 

Progress Update

• MCSnet acknowledges the customer’s accessibility needs in their file on their request (ie, paper billing, etc.,)
• MCSnet provides training to CSRs and Tech Support Representatives to support them in best strategies to assist those with disabilities or accessibility concerns.
• MCSnet actively fosters and champions a wide range of community investment initiatives to uplift and empower individuals with disabilities and/or those facing accessibility challenges. These programs may encompass: financial aid, skills development (cyber security awareness), scholarships, and community partnerships (providing free internet to non-profit societies). 
• MCSnet strives to create a more inclusive and equitable society through these and other initiatives where everyone, regardless of ability, can live with dignity, respect, and opportunity.
• MCSnet will survey via our monthly customer newsletter at least once per year to seek and review feedback on accessibility concerns from our customers.

3.7 Transportation

MCSnet has limited involvement with transportation. Because of this, barriers and actions have not been identified in this priority area. If MCSnet becomes more involved with any form of transportation, we will identify obstacles and actions in this area.

4. Consultations

Our Objective

This progress report provides an update on the initiatives undertaken by MCSnet to enhance accessibility across its programs and services, building upon the foundation laid by our initial Accessibility Plan. The Accessibility Plan was developed through extensive consultations with representatives from diverse MCSnet groups, including Customer Service, Tech, Marketing, Infrastructure, Construction, and others, to gain a comprehensive understanding of common accessibility barriers. Furthermore, MCSnet sought feedback from a broader stakeholder group through our membership in CANWISP.

Our overarching objective at MCSnet is to ensure that all our programs and services are universally accessible, fostering a truly inclusive environment. This commitment entails proactively considering the needs of persons with disabilities throughout the design, implementation, and continuous improvement of our programs and services.

Since the initial formulation of the Accessibility Plan, MCSnet has remained dedicated to identifying and addressing additional areas where accessibility barriers can be further reduced. This process is fueled by continuous collaboration and communication with our employees and stakeholders, recognizing their invaluable insights and perspectives. Additionally, we have implemented mechanisms to gather and analyze feedback from our customers, such as through a survey distributed via our monthly newsletter, ensuring that the voices of our customers are heard and integrated into our accessibility efforts.

Through these multifaceted initiatives, MCSnet strives to create a seamless and accessible experience for all individuals, upholding our core values of inclusivity and equal opportunity. We recognize that accessibility is an ongoing journey, and we remain steadfast in our commitment to continuous improvement, innovation, and collaboration to achieve our accessibility goals.