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Feedback Process

At Galaxy Fibre, we highly value your feedback regarding any accessibility barriers you may have encountered while dealing with our services. We also appreciate your input on how we are implementing our Accessibility Plan. 

The Accessible Canada Act (ACA) defines a barrier as:

“…anything physical, architectural, technological or attitudinal, anything that is based on information or communications or anything that is the result of a policy or a practice—that hinders the full and equal participation in society of persons with an impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment or a functional limitation.”

Your feedback can be general or specific, and providing additional details such as the date, webpage name, or activity involved would greatly assist us in understanding your concerns better. We strive to continuously improve and ensure a more accessible experience for all.

Please send us your feedback by:

Mail

4020A Sladeview Crescent, 
Mississauga, ON L5L 6B1, Canada

Telephone 

1 877 727 3448 from Monday to Friday, 9am – 5pm (Eastern Time)

Email:

[email protected]

Online webform:

https://galaxyfibre.ca/contact/ 

Anonymous Feedback

While individuals have the option to provide personal and contact information, it is not mandatory. For those who prefer to submit feedback anonymously, we recommend using our online webform. This ensures that no contact information, such as phone numbers or email addresses, will be visible to us. Your privacy is our priority.

Acknowledgement of Feedback

When you submit feedback via email or webform, an automatic acknowledgement of receipt will be sent to you. Feedback shared through telephone will be acknowledged directly by our dedicated support team. If you choose to provide contact information when submitting feedback by mail, we will send an acknowledgement letter to the provided address. Rest assured, we appreciate your input and ensure that your feedback is received and acknowledged accordingly.

Employee Feedback

Galaxy Fibre employees have exclusive access to a dedicated webform through our internal file sharing site. This ensures that their feedback is received and addressed by the relevant subject matter experts. Employees can choose to remain anonymous when using the employee webform, as it does not require personal information unless voluntarily provided. When follow-up is requested, we ensure the highest level of confidentiality by limiting access to the employee’s feedback to the fewest individuals necessary. We value our employees’ input and strive to maintain a secure and confidential feedback process.

Feedback from other sources

We actively engage with the public through social media channels, which also serve as a platform for sharing feedback on Galaxy Fibre’s accessibility. To ensure that this feedback is properly addressed, our dedicated staff will acknowledge and record relevant feedback received through these channels. We strive to treat all feedback, regardless of the communication channel, with equal importance and ensure consistent handling across traditional and digital channels. Your feedback matters to us, and we appreciate your contributions in enhancing our accessibility efforts.

How feedback will be used

Your feedback is invaluable in the ongoing improvement of our accessibility initiatives at Galaxy Fibre. While some feedback may not necessitate an immediate response, others may bring urgent matters to our attention. Rest assured, all feedback received plays a vital role in shaping our future accessibility plans and gauging our progress towards established goals. Your input will be carefully considered when composing our accessibility progress reports, which are published during the interim years between accessibility plans. Together, we can foster a more inclusive and accessible experience for all.

Retention

To ensure efficient management of feedback related to the ACA, Galaxy Fibre follows a systematic approach. All feedback received will be digitized and stored in our secure document management system. A dedicated filing system has been designed exclusively for ACA-related feedback, programmed to automatically retain records for the required seven-year period. Feedback provided (excluding anonymous submissions) will be categorized based on its source, distinguishing between employee and external stakeholder input. Additionally, the feedback will be further classified into relevant areas outlined in section 5 of the ACA. Galaxy Fibre employees will diligently document feedback using our internal document management platform. These measures streamline the reporting process at the conclusion of each reporting cycle, ensuring transparency and accountability.

Alternative Formats

At Galaxy Fibre, we are committed to accommodating diverse accessibility needs.To receive this feedback process description in an alternative format such as print, large print, Braille, audio, or compatible electronic format for adaptive technology, please email [email protected]. 

Fibre Network Access Agreement Terms & Conditions

1) Grant of permission

You grant Community Network Partners Inc., together with its affiliates, contractors, and utility partners (“CNPI”), a non-exclusive, revocable permission to enter the property with personnel, tools, and machinery to:

  1. a) complete a site assessment and submit statutory utility locate requests, where required; b) install underground fibre-optic facilities from the road allowance or public right-of-way to a demarcation point at the premises, and install any required indoor and/or outdoor demarcation equipment; c) test, operate, access, maintain, repair, replace, relocate, or remove CNPI facilities on reasonable notice; and d) restore disturbed areas following construction.

2) Scope & Installation Methods

Work may include trenching, boring, directional drilling, and/or placement through existing conduit or pathways, where feasible, and may occur over multiple visits. Final route and installation method may change due to utility locates, field conditions, permitting, municipal requirements, or safety considerations. CNPI will follow industry best practices and use existing pathways where reasonably possible.

3) Facilities Ownership

All fibre, conduit, drop cables, and demarcation equipment installed by or for CNPI remain the property of CNPI or its partners, and do not become fixtures.

4) Restoration

CNPI will restore disturbed areas to a substantially similar condition, season and weather permitting. Temporary restoration may be completed first, with final restoration performed when conditions allow. Certain surfaces, including sod, asphalt, concrete, interlock, or landscaping, may require temporary patching before final restoration is completed.

5) Landscaping & Surface Features (Private Property)

You acknowledge that underground installation may require limited disturbance to lawns, gardens, driveways, walkways, or other surface features in order to complete the work safely and efficiently. CNPI will make reasonable efforts to minimize disruption and restore affected areas in accordance with Section 4.

6) Utility Locates & Private Lines

CNPI will obtain statutory utility locates where required. You must identify and clearly mark any private or unregistered lines, systems, or structures on the property, including but not limited to sprinklers, landscape lighting, private hydro lines, invisible fencing, irrigation, septic systems, private drains, shallow utility lines, or similar features. CNPI is not responsible for damage to unmarked or incorrectly marked private facilities.

7) Third-Party Infrastructure & Permissions

This permission does not grant rights over third-party lands, infrastructure, or municipal assets outside the property boundary. Any required permissions, permits, or approvals relating to the public right-of-way or third-party infrastructure will be obtained by CNPI as required. You authorize work and equipment placement on your property only.

8) No Service Commitment

This consent does not obligate you to purchase services. It authorizes construction so that service may be made available to the premises.

9) Access Windows

Work will occur during reasonable hours. CNPI may access the property at any time in the event of an emergency involving safety, service continuity, or network integrity. CNPI will provide reasonable notice for non-emergency visits where practical.

10) Indemnity & Liability

CNPI is responsible for direct, provable physical damage caused by CNPI’s negligence. CNPI is not liable for indirect, consequential, incidental, or special damages, and is not liable for damage to unmarked or incorrectly marked private facilities. Nothing in these Terms limits liability for gross negligence or wilful misconduct.

11) Term; Revocation

This permission remains in effect through installation and while CNPI facilities serve the premises. You may revoke this permission on 30 days’ written notice, except where access is required to maintain, repair, or safely remove facilities. This permission is not an easement or other interest in land.

12) Assignment / Subcontractors

CNPI may assign this permission to its affiliates and may use authorized contractors or subcontractors to perform the work.

13) Privacy & Contact

Information is collected to plan locates, schedule, and perform installation and maintenance, and may be shared with contractors, utility owners, municipalities, and infrastructure partners for those purposes. A copy of your submission will be emailed to you.

14) Governing Law

Province of Ontario.

Fibre Network Access Agreement - Terms & Conditions

1) Grant of Licence
You grant Community Network Partners Inc., together with its affiliates, contractors, and utility partners (“CNPI”), a non-exclusive, revocable licence to enter the property with personnel, tools, and machinery to:
a) complete site assessment and submit statutory utility locate requests (as required);
b) install fibre-optic facilities from the road allowance/public right-of-way and/or utility pole to a demarcation point at the premises and install any required indoor/outdoor demarcation equipment;
c) test, operate, access, maintain, repair, replace, relocate, or remove CNPI facilities on reasonable notice; and
d) restore disturbed areas following construction.

2) Scope & Installation Methods (Underground and Aerial)
Underground: Work may include trenching and/or directional drilling/boring and may occur over multiple visits. Final route and method may change due to utility locates, field conditions, permitting, or safety. CNPI will follow industry best practices and use existing paths or conduit where feasible.
Aerial: Where available/appropriate, CNPI may install an aerial drop from a utility pole to the premises and attach approved hardware (anchors/brackets) to the exterior to support the drop and demarcation equipment. If a temporary surface drop is used before final placement/burial, it will be positioned to minimize disruption and replaced/relocated as soon as practicable.

3) Facilities Ownership
All fibre, conduit, drop cables, and demarcation equipment installed by or for CNPI remain the property of CNPI (or its partners) and do not become fixtures.

4) Restoration
CNPI will restore disturbed areas to a substantially similar condition (season/weather permitting). Temporary restoration may be completed first, with final restoration performed when conditions allow.

5) Vegetation & Pruning (Private Property)
You authorize CNPI to perform minimal trimming/pruning of private vegetation that interferes with safe placement of aerial or buried facilities on the property. Public right-of-way vegetation work follows applicable municipal/utility rules.

6) Utility Locates & Private Lines
CNPI will obtain statutory utility locates where required. You must identify and mark any private/unregistered lines or structures (e.g., sprinklers, private hydro to sheds, invisible fence, septic, private water/gas lines, drains, irrigation, etc.). CNPI is not responsible for damage to unmarked or incorrectly marked private facilities.

7) Poles & Third-Party Infrastructure
This licence does not grant rights on third-party poles/structures. Any required pole/strand permissions will be obtained by CNPI from the infrastructure owner. You authorize attachment to your premises only.

8) No Service Commitment
This consent does not obligate you to purchase services. It enables construction so service may be made available.

9) Access Windows
Work will occur during reasonable hours. CNPI may access the property at any time for emergencies involving safety, service continuity, or network integrity. CNPI will provide reasonable notice for non-emergency visits where practical.

10) Indemnity & Liability
CNPI is responsible for direct, provable physical damage caused by CNPI’s negligence. CNPI is not liable for indirect, consequential, or special damages, and is not liable for damage to unmarked/incorrectly marked private facilities. Nothing in these Terms limits liability for gross negligence or wilful misconduct.

11) Term; Revocation
This licence remains in effect through installation and while CNPI facilities serve the premises. You may revoke this licence on 30 days’ written notice, except where access is required to maintain, repair, or safely remove facilities. This licence is not an easement or other interest in land.

12) Assignment / Subcontractors
CNPI may assign this licence to its affiliates and use authorized contractors to perform the work.

13) Privacy & Contact
Information is collected to plan locates, schedule, and perform installation/maintenance and may be shared with contractors and utility/infrastructure owners for those purposes. A copy of your submission will be emailed to you.

14) Governing Law
 Province of Ontario.