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

customercare@galaxyfibre.ca

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 customercare@galaxyfibre.ca.