At Koodo, we are committed to ensuring that our products and services are accessible to all of our customers. We also value diversity and inclusiveness and support a work environment where all individuals, including those with varying abilities, are treated with dignity and respect. This workplace culture extends to our customers. We hope that you find the Accessibility centre information listed here informative and helpful.

Policies

Accessible customer service

Koodo strives at all times to provide goods and services in the communities we serve in a way that respects the dignity and independence of all customers, including those with varying abilities.

Assistive device

We will ensure our employees are trained and familiar with various assistive devices (i.e. wheelchair, screen reader, listening device or cane) that may be used by customers with varying abilities while accessing our goods and services.

Communication

We will communicate with customers with varying abilities in ways that best meet their needs.

Use of service animals and support persons

Customers are welcome to bring a service animal or support person to our locations open to the public to assist them in accessing our goods and services.

Notices of temporary disruption

Consistent with our current practices for customers, any disruption to our services or facilities for customers, including those with varying abilities, will receive notification promptly.

Notices will be communicated in accessible formats in public entrances where customers access our goods and services with information regarding the reason for disruption, its anticipated length of time, and a description of alternative facilities and services, if available.

Depending on the nature of disruptions, notices will also be provided using other accessible communication channels.

Training for employees, volunteers and others who serve our customers on our behalf

Koodo will provide training in accordance with this policy on customer service accessibility standards to all employees, volunteers and others that support the communities we serve in accessing our goods and services.

Modifications to this policy or any policy that impacts accessibility for our customers

Koodo is committed to ensuring all customer service policies and processes respect and promote the dignity and independence of all customers, including those with varying abilities. In accordance with policy review standards, policy updates will be ongoing to ensure our commitment to accessibility is met.

Questions on this policy can be directed to the Koodo Customer Care Team via email at customercare@koodomobile.com.

Services

Text with 911 (T911) is an emergency texting service for deaf, hard of hearing and speech impaired (DHHSI) customers who need to communicate with a 911 operator. It is not yet available in all communities. Refer to the Availability section for details.

Registration

To register for the service, text "T911" to 428911 from your mobile phone and follow the prompts. Registration is free of charge.

Requirements

To use the T911 service, you must:

  • Confirm that you are speech or hearing impaired;
  • Use a supported mobile phone (see below); and
  • Accept terms of service (see below).

Availability

T911 service is not available everywhere. Government agencies are responsible for handling emergency calls, and not all of them are able to support T911 service. See approximate T911 coverage areas.

Using T911

  • In an emergency, simply hit the send key, then the digits 9, 1, 1, and the send key again on your cell phone to access the 911 center in your area. They will receive an indicator that tells them to communicate with you via text messaging. You must ensure your phone is unlocked to return to the home screen and text message with the operator.
  • Do not send a text message to 911. This is not supported and you will get an error message. You must wait for the 911 operator to initiate the text session with you.
  • Do not end the voice 911 call. It allows the 911 operator to hear the emergency and also receive important information including call back number and location information. When the emergency has ended, you will get a text message indicating the end of the session. You can then end the voice part of the 911 call.

Supported devices

A supported handset is required to use this service. See below for a list of supported devices:

Apple

  • iPhone 7,
  • iPhone 7 Plus,
  • iPhone SE,
  • iPhone 6s Plus,
  • iPhone 6s,
  • iPhone 6 Plus,
  • iPhone 6,
  • iPhone 5c,
  • iPhone 5s,
  • iPhone 5,
  • iPhone 4s,
  • iPhone 4,
  • iPhone 3Gs,
  • iPhone 3G

Alcatel

  • Idol X+ POP Icon,
  • Idol 3,
  • Pixi 4,
  • Pixi3 4.5,
  • Lume,
  • Pixi3 4

BlackBerry

  • LEAP,
  • DTEK50,
  • Priv,
  • Q20 Classic,
  • Passport,
  • Q5,
  • Q10,
  • Z10,
  • Z30,
  • Curve 9360,
  • Curve 9320,
  • Bold 9790,
  • Bold 9900,
  • Torch 9800,
  • Touch 9810,
  • Curve 3G 9300,
  • Torch 9860,
  • Bold 9700,
  • Bold 9780,
  • Curve 9380,
  • Pearl 3G

HTC

  • One M9,
  • Pixel,
  • Pixel XL,
  • One M8,
  • One S,
  • Desire 320,
  • Desire 510,
  • One,
  • Desire HD,
  • Desire,
  • Hstatus,
  • One X,
  • Hero,
  • 7 Surround,
  • One V,
  • Amaze 4G,
  • One S,
  • One X+,
  • Desire 601

Huawei

  • Nexus 6P,
  • Ascend Y330,
  • Y210

INQ

  • Cloud Touch

Kyocera

  • Duraforce,
  • Dura XE

LG

  • G3,
  • Nexus 5X,
  • K4,
  • X Power,
  • G5,
  • G4,
  • A1,
  • Optimus G - E973,
  • Nexus 4 - E960,
  • Shine Plus with Google - C710h,
  • Optimus 7 - E900h,
  • Optimus Black - P970g,
  • Optimus Chat - C555,
  • Optimus LTE - P935,
  • Optimus One - P500h,
  • Optimus L3 - E400b,
  • Nexus 5,
  • Breeze - GW525G,
  • IQ - GW825,
  • Cookie Plus - GS500g,
  • New Chocolate - BL40,
  • A341,
  • LMadison

Motorola

  • Moto E (2nd Generation),
  • Moto G (3rd Generation),
  • Moto Z,
  • Moto Z play,
  • Moto G play,
  • Moto G4 Plus,
  • Moto X Play,
  • Moto G,
  • Nexus 6,
  • Moto X (2e generation),
  • Milestone,
  • Charm,
  • ES405B,
  • Defy,
  • Backflip,
  • Moto G,
  • KEY – EX225

Nokia

  • Lumia 435,
  • Lumia 520,
  • Lumia 1020,
  • Lumia 610,
  • C3-01,
  • Lumia 800,
  • Lumia 620,
  • Lumia 625,
  • NE71,
  • NE72,
  • N3710

Samsung

  • Galaxy S6,
  • Galaxy S6 Edge,
  • Galaxy Grand Prime,
  • Galaxy Note 5,
  • Galaxy S6 Edge+,
  • Galaxy A5,
  • Galaxy A5 new edition,
  • Galaxy J1,
  • Galaxy S7 Edge,
  • Galaxy J3,
  • Galaxy Note 7,
  • Galaxy S7,
  • Galaxy Mega,
  • Galaxy Note 2,
  • Galaxy S5,
  • Galaxy S5 Active,
  • Note 4,
  • Galaxy Core LTE,
  • Alpha,
  • Rugby 4,
  • Galaxy Apollo,
  • Galaxy S Fascinate 3G+,
  • Galaxy Fascinate 4G,
  • Galaxy Ace,
  • Galaxy Note,
  • Galaxy Ace Q,
  • Galaxy S II X,
  • Galaxy Nexus Prime,
  • Galaxy S5,
  • Galaxy S III,
  • Galaxy Rugby LTE,
  • Ativ S,
  • Galaxy Note 2,
  • Galaxy Ace II x,
  • Galaxy S IV,
  • Galaxy S4 Mini,
  • Galaxy S3 Mini,
  • Galaxy Note 3,
  • Advance,
  • Rugby II,
  • Evergreen,
  • C414

Sonim

  • XP5700,
  • XP7 IS,
  • XP6700,
  • XP7700

Sony

  • Xperia Z3,
  • Xperia Z1

Truckfone

  • Accel Voyager

Terms of Service

  • T911 service is not available everywhere. Government agencies are responsible for handling emergency calls, and not all of them are able to support T9-1-1 service. For T9-1-1 coverage areas, see textwith911.ca. Coverage areas are approximate.
  • The agency handling your T911 call may not be able to assist you in both official languages.
  • T911 service relies on text messaging sessions initiated by the government emergency response agency receiving your 911 call. The availability of text messaging service is not guaranteed and is subject to the TELUS Service Terms.
  • You must have an active TELUS account to access T911 service on your TELUS device. Each device on your account must be individually enabled for T911 service, if the user is eligible. Please allow 5 days for registration to become effective.
  • Your T911 registration will not follow if you transfer your number to another service provider. You must re-register.
Billing

Braille or large print bills

Visually impaired Koodo clients can choose from the following alternate bill formats:

Large print

Koodo bills are printed on 8.5" x 11" landscape as well as on regular sized paper. The enlarged bill cannot be used for payments at a bank or financial institution.

Braille

Koodo bills are translated into grade 1 Braille.

SRV Canada VRS access

Koodo plans include unlimited, built-in access to Canada's Video Relay Service.

Phones and features

Many mobile phones come with built-in features that can improve access and usability and will continue to evolve as new devices are introduced.

Visual accessibility features

Features and descriptions that may be helpful in deciding what mobile phone or smartphone to choose based on visual accessibility needs.

  • Braille device (external braille display) support - The phone's features and settings can be accessed by an external braille display connected to the phone.
  • Magnifier (system wide) - All the content of the phone's display can be magnified to improve visibility.
  • Display: Adjustable display settings - (i.e. brightness, contrast, invert colour) Ability to change visual display settings through changing brightness, contrast, invert colours like white on black to black on white.
  • Display: Adjustable font size - The font sizes of text-based messaging can be adjusted to be more visible.
  • Display: Large screen size - The size of the main display.
  • Keypad: Tactile markers on keypad - There are raised tactile markers on designated keys to help orient your fingers on the keypad.
  • Keypad: Tactile or audible feedback - Audible or tactile feedback is presented to user to confirm when a button has been selected.
  • Voice recognition - Allows the user to use voice commands for accessing features on the phone such as dialing, send messages, search for information, schedule meetings.
  • Speech-to-Text - Allows user to talk where you would normally type.
  • Screen Reader built-in - Reads out what is currently displayed on screen.

Visual accessibility phones

Phones with at least half or more of these features include:

  • Apple iPhone 5s
  • Apple iPhone 5c
  • Apple iPhone 6 Plus
  • Apple iPhone 7
  • BlackBerry Classic
  • BlackBerry Q10
  • BlackBerry Z30
  • Google Pixel
  • HTC Desire 510
  • LG G6
  • LG K4 2017
  • Nexus 6
  • Samsung Galaxy A5
  • Samsung Galaxy Note 3
  • Samsung Galaxy Note 4
  • Samsung Galaxy S III Mini
  • Samsung Galaxy S4
  • Samsung Galaxy S4 Mini
  • Samsung Galaxy S8+
  • Sony Xperia Z1
  • Sony Xperia Z3

Mobility accessibility features

Features and descriptions that may be helpful in deciding what mobile phone or smartphone to choose based on mobility accessibility needs.

  • Alternative and augmentative communication (AAC) support - Alternative and Augmentative Communication (AAC) software lets you send text, email, and other messages. Note: Phones may contain features and apps that are not usable with AAC.
  • Alternate input device (external switch) support - Allows user to control all aspects of their wireless handset user interface with an alternate input device such as one that might control an electric wheelchair.
  • Auto key answer - Can be set to answer all calls automatically.
  • Bluetooth headset compatible - Phone will work with a Bluetooth device.
  • Durability: rugged design - Device can withstand drops.
  • External keyboard support - The phone's features, settings and text based messaging can be accessed by an external keyboard.
  • External mouse support - An external connected mouse can be used in place of touch.
  • Stylus pen support - You can use the phone with a stylus or pointing device to operate the phone's touch screen and buttons.
  • Screen Reader built-in - Reads out what is currently displayed on screen.
  • Candy Bar Shape - Shape of physical mobile phone.
  • Full 123 dial pad - The phone has a physical number pad with 3-column by 4-row layout.
  • Keypad shortcuts - Ability to create abbreviated words for common words or phrases.

Mobility accessibility phones

Phones with at least half or more of these features include:

  • Alcatel OneTouch Pop Icon
  • Alcatel A392A
  • Apple iPhone 5s
  • Apple iPhone 5c
  • Apple iPhone 6 Plus
  • Apple iPhone 7
  • BlackBerry Q10
  • BlackBerry Z30
  • Google Pixel
  • HTC Desire 510
  • HTC One
  • LG G6
  • LG K4 2017
  • Nexus 5
  • Nokia Lumia 635
  • Samsung Galaxy A5
  • Samsung Galaxy Note 3
  • Samsung Galaxy Note 4
  • Samsung Galaxy S III Mini
  • Samsung Galaxy S4
  • Samsung Galaxy S4 Mini
  • Samsung Galaxy S5
  • Samsung Galaxy S8+
  • Samsung Rugby 3
  • Sony Xperia Z1
  • Sony Xperia Z3

Cognitive accessibility features

Features and descriptions that may be helpful in deciding what mobile phone or smartphone to choose based on visual and/or cognitive accessibility needs.

  • Choice of call alerts - Visual or volume-controlled alerts to notify user when device is ringing.
  • Keypad: Tactile or audible feedback - Audible or tactile feedback is presented to user to confirm when a button has been selected.
  • Photo contact list - Ability to associate photos with telephone number for easy recognition of contacts.
  • Keypad: Full QWERTY keyboard - The phone has a physical keyboard with the same layout as a personal computer.
  • Screen Reader built-in - Reads out what is currently displayed on screen.
  • Full 123 dial pad - The phone has a physical number pad with 3-column by 4-row layout.
  • Easy to use - The phone is simple to use and has keys and a display that are easy to see.
  • Keypad shortcuts - Ability to create abbreviated words for common words or phrases.

Cognitive accessibility phones

Phones with at least half or more of these features include:

  • Apple iPhone 5s
  • Apple iPhone 5c
  • Apple iPhone 7
  • BlackBerry Classic
  • BlackBerry Q10
  • BlackBerry Z30
  • Google Pixel
  • HTC Desire 510
  • HTC One
  • LG G6
  • LG K4 2017
  • Nexus 5
  • Samsung Galaxy A5
  • Samsung Galaxy Note 3
  • Samsung Galaxy Note 4
  • Samsung Galaxy S III Mini
  • Samsung Galaxy S4
  • Samsung Galaxy S4 Mini
  • Samsung Galaxy S8+
  • Samsung Rugby 3
  • Sony Xperia Z1
  • Sony Xperia Z3

Hearing/speech accessibility features

Features and descriptions that may be helpful in deciding what mobile phone or smartphone to choose based on hearing and/or speech accessibility needs.

  • Teletypewriter (TTY) support - Supports connection to a cellular-compatible TTY with an audio jack connection that will connect to a mobile phone.
  • Visual call alerts - A visual cue alerts the user that their device is ringing or a message is incoming.
  • M4/T4 hearing aid compatibility (HAC) - Hearing aid compatible (HAC) HAC M-rating (3 or 4), HAC T-rating (3 or 4) mobile phones will work with hearing aids that support the telephone switch feature, known as the T-switch which is built into the hearing aid. HAC phones are measured through an M# and T#. The M# represents how well the mobile phone works with a hearing aid in microphone mode. The T# represents how the mobile phone works in T-Coil mode. Mobile phones that are HAC compatible meet a minimum standard of M3/T3 rating.
  • Video calling/messaging - Allows for two-way audio and visual communication.

Hearing accessibility phones

Phones with at least half or more of these features include:

  • Apple iPhone 5s
  • Apple iPhone 5c
  • Apple iPhone 6 Plus
  • Apple iPhone 7
  • BlackBerry Classic
  • BlackBerry Z30
  • Google Pixel
  • HTC Desire 510
  • LG G6
  • LG K4 2017
  • Nexus 5
  • Nexus 6
  • Samsung Galaxy A5
  • Samsung Galaxy Note 4
  • Samsung Galaxy S4 Mini
  • Samsung Galaxy S8+
  • Sony Xperia Z1
  • Sony Xperia Z3

Extended trial periods

Customers who self-identify as a person with a disability are eligible for an extended trial period of 30 days and double the usage limits to ensure the service and phone meet your needs.

Resources

For information on products such as Teletypewriters (TTY), big button phones with braille, amplified phones or neckloops, please contact the retailers listed below.

Products for the hearing-impaired

Deaf & Hard of Hearing Services (services all of Canada)

Canadian Hearing Society (services all of Canada)

Western Institute for the Deaf and Hard of Hearing (BC only)

Products for the mobility-impaired

The Assistive Technology & Seating Service at the GF Strong unit of the Vancouver General Hospital, BC

Products for the visually-impaired

Canadian National Institute for the Blind (CNIB) (BC and Yukon)

Canadian National Institute for the Blind (CNIB) (Edmonton)

Canadian National Institute for the Blind (CNIB) (Calgary)

Feedback

Koodo is committed to providing excellent customer service and welcomes customer input to improve the accessibility of goods and services. Koodo offers a variety of ways for you to provide us with your feedback.

Please include your contact information, date and time, location, specific concern and any recommendations.

All feedback will be directed to the Koodo Customer Care Team.

Customers can expect a response back in 5 business days.

Complaints will be addressed according to our organization's regular complaint management processes.