Policies

Anonymous Feedback

Individuals providing feedback can provide personal information and contact information, but they do not have to. If you wish to submit feedback anonymously, the Accessibility Feedback Form above is the best method to do so. That way we will not see any of your contact information, such as a phone number or email address.

Acknowledgement of Feedback

Acknowledgement of receipt will be sent to email (if submission was not anonymous) within 48 hours . Feedback provided through telephone and in-person visit involves direct interaction with a SOF employee and therefore the employee will acknowledge receipt of the feedback. For feedback received by mail, if contact information is provided, an acknowledgement letter will be mailed to the address provided.

Employee Feedback

SOF employees will have the option to access a separate online form, which will be linked directly on SOF’s intranet site. SOF employees can speak with the Accessibility Champion via phone, email or direct interaction. This will ensure that employee feedback is received and dealt with by the appropriate subject matter experts. Employees can remain anonymous by using the employee online form, which will not identify an employee unless they choose to submit personal information. Where an employee requests follow-up, this will also ensure that the fewest number of individuals have access to the employee’s feedback to maintain the highest level of confidentiality possible.

Feedback from other sources

SOF communicates with our audiences regularly in order to better understand their perspectives. Communication takes place through various social media channels and valuable feedback on the accessibility of SOF may also be provided through these channels. As such, in order to take this valuable feedback into consideration, SOF staff will acknowledge feedback and create records of any relevant feedback received through these channels. This will ensure that this feedback is triaged and treated in a manner consistent with feedback received through traditional channels.

How feedback will be used

Feedback will help SOF continuously improve our accessibility efforts. Some feedback may not require a direct response or immediate follow-up, and some may highlight issues that need to be addressed right away. However, all feedback received will help SOF develop its future accessibility plans and will help us know how we are progressing towards our accessibility goals. The feedback we receive will be taken into consideration when we write our accessibility progress reports, published in the years between accessibility plans.

Triage

Section 5 of the ACA highlights the following areas of focus for the removal and prevention of barriers. Formal leaders within SOF (in addition to the Accessibility Champion) are listed below in respect to the area of focus they are responsible for.

• Employment – Executive Director

• The built environment – Executive Director, Station Manager – CHJX, Station Manager – CJFH

• Information and communication technologies (ICT) – Executive Director & Radio Engineer

• Communication, other than ICT – Executive Assistant & Music and Content Director

• The procurement of goods, services and facilities – Finance Manager & Executive Assistant 

• The design and delivery of programs and services – Program Director

• Transportation – Not Applicable

Retention

All feedback received will be converted into a suitable digital format and will be stored in SOF’s document management system. A filing system has been created specifically to manage feedback related to the ACA. The system has been programmed so that all records stored will be automatically retained for the required seven-year period. Feedback (except that submitted anonymously) will be sorted by source, that is, whether it was received from an employee or from an external stakeholder. The feedback will then be further categorized by the relevant areas under section 5 of the ACA. SOF employees will also document feedback using SOF’s internal document management platform. These steps will allow for easier reporting at the end of each reporting cycle.

Alternative Formats

You can request an alternative format of this feedback process description in print, large print, audio format or an electronic format that is compatible with adaptive technology by sending an email to info@faithfm.org.