Accessibility Plan

Last Amended: December 24, 2025

Contact information and feedback

TOPS Telecommunications Inc. welcomes feedback on accessibility and this Accessibility Plan.

Email: dispatch@topsoffice.ca
Phone: 888-778-0990
Mail:
TOPS Telecommunications Inc.
5-1905 Evergreen Court
Kelowna, BC V1Y 9L4

Requesting this plan in alternate formats

You can request this plan in alternate formats, including print, large print, braille, audio, and an electronic format compatible with adaptive technology. Requests can be made by phone, email, and (if available) an online form. We will provide the requested format as soon as feasible, and no later than:

Subsection 42(1) or 51(1): Policies, programs, practices, and services to identify/remove barriers and prevent new barriers

1) Information and communication technologies (ICT)

Policies

  • Maintain WCAG Level AA as the accessibility standard for public web content and customer-facing digital materials. Department of Justice Canada

  • Include accessibility requirements in ICT change management (new tools, updates, and migrations).

Programs

  • Annual staff refreshers on accessible documents, emails, and web content (headings, alt text, color contrast, readable PDFs).

  • A simple accessibility intake channel for ICT issues (reported issues are logged, triaged, and tracked to closure).

Practices

  • Accessibility checks are included in website/content releases (forms, PDFs, videos, images, navigation).

  • Test key customer journeys using assistive technology (screen readers, keyboard-only navigation).

Services

  • Offer support for accessibility-related ICT issues (e.g., accessible invoices, readable PDFs, accessible web forms).

  • Provide captions/transcripts for any customer-facing video content when used.

2) Communication (other than ICT)

Policies

  • Use plain language in customer communications wherever possible.

  • Ensure customers can reach TOPS through multiple channels (phone and email at minimum).

Programs

  • Staff training on accessible customer communication (clear speech, confirming understanding, offering alternatives).

Practices

  • Offer to repeat, reformat, or resend information in accessible ways (step-by-step summaries, written follow-up after calls).

Services

  • Provide key customer information in alternative formats on request (quotes, agreements, instructions).

3) Procurement of goods and services

Policies

  • Include accessibility requirements in procurement where relevant (software, customer portals, documents/templates, kiosks/signage).

Programs

  • Train staff involved in purchasing on how to evaluate vendor accessibility claims and documentation.

Practices

  • Prefer vendors that demonstrate accessibility conformance (e.g., WCAG documentation for digital tools).

  • Review procurement templates annually to keep accessibility language current.

Services

  • Work with vendors to address accessibility issues that affect customers or staff.

4) Design and delivery of programs and services

Policies

  • Integrate accessibility into service design and delivery (sales, dispatch, installation, support).

  • Ensure accommodation requests can be made without barriers.

Programs

  • Periodic reviews of customer touchpoints to identify friction for people with disabilities (intake, scheduling, troubleshooting, billing).

Practices

  • Offer flexible service delivery options where feasible (phone, email, remote support, in-person appointments).

  • Provide accommodation options during customer interactions (extra time, written summaries, alternative communication methods).

Services

  • Make support accessible for customers with disabilities, including accessible documentation where requested.

5) Built environment (workplace and customer-facing locations)

Policies

  • Maintain accessible, safe entry and meeting arrangements for visitors and staff.

Programs

  • Include accessibility considerations in office changes (signage, pathways, reception arrangements).

Practices

  • Address reported barriers promptly (e.g., temporary obstacles, lighting issues, signage clarity).

Services

  • Offer alternative meeting methods if a physical accessibility barrier exists (phone/virtual meeting).

6) Employment

Policies

  • Provide equitable access to hiring, onboarding, training, and advancement for persons with disabilities.

  • Provide workplace accommodations in a respectful, timely manner.

Programs

  • Include disability accommodation guidance in onboarding for managers.

  • Offer confidential channels to request accommodations.

Practices

  • Review job postings, interview practices, and onboarding materials for accessibility barriers.

  • Use a barrier-aware approach when assigning duties and evaluating performance.

Services

  • Provide reasonable accommodations across all stages of employment (application to ongoing work).

7) Transportation (if applicable)

If TOPS does not provide transportation services to the public, this area may not apply. Where TOPS transportation is relevant (e.g., work travel), TOPS will:

  • Consider accessible transportation options when arranging travel or meetings, when requested.

Subsection 42(5) or 51(5): Consultation with persons with disabilities

TOPS consulted persons with disabilities in preparing this plan using:

  • Surveys (accessible format), and/or

  • Interviews or feedback sessions (phone/virtual options), and/or

  • Review of accessibility feedback received through customer service channels.

What we heard (summary):

  • [Insert 2–5 key themes you heard.]

How we used the feedback:

  • [Insert 3–6 concrete changes made to this plan or to operations as a result.]

(Use Canada’s consultation guidance as a checklist for accessibility of the consultation itself—formats, supports, and removing participation barriers.) Canada

Subsection 42(9) or 51(9): How we applied the ACA principles (section 6)

TOPS prepared this plan with the following principles in mind:

  • Dignity: We aim to ensure respectful interactions and accessible customer service.

  • Equal opportunity: We work to remove barriers so people with disabilities can access services and employment opportunities.

  • Barrier-free participation: We commit to identifying, removing, and preventing barriers in our services and workplace.

  • Meaningful choice and support: We provide options for communication and service delivery, with supports on request.

  • Intersectionality: We recognize that disability can intersect with other forms of marginalization and aim to respond with flexibility.

  • Involvement: We will continue to involve persons with disabilities through feedback and consultation.

  • Highest level of accessibility: We aim to meet or exceed accessibility standards where feasible.

Publication and review cycle

  • TOPS will publish this plan in a conspicuous location on its main digital platform (homepage or clear homepage link) and in a format meeting WCAG Level AA. Department of Justice Canada+1

  • TOPS will update the plan no later than three years from when it was last required to be published, and will publish progress reports in years when a plan update is not required. Department of Justice Canada

  • TOPS will notify the CRTC within 48 hours of publishing each version of the plan. Department of Justice Canada

Conclusion

TOPS Telecommunications Inc. is committed to improving accessibility, removing barriers, and preventing new barriers for people with disabilities. We will use feedback and ongoing review to improve our services, communications, workplace practices, and tools over time.

Call us today!

We are here for all your phone and technology needs!