Novus is committed to facilitating access to its services for everyone.
All Novus customers deserve the same level of service. Novus is committed to addressing the needs and concerns of all our customers, including providing accessibility for customers with disabilities.
Novus is aware of the accessibility challenges its customers may encounter and is always on the lookout for latest innovations in this area. Please don't hesitate to write to us and recommend any improvements Novus should adopt to improve access to our services for everyone. Click here to access our online web form.
Your feedback is vital and extremely valuable to us. Please take advantage of this opportunity to share your insights.
The following describes the particular products and services offered to Novus customers with accessibility challenges.
Closed-captioning
What is closed-captioning for the hearing impaired?
Closed-captioning is text that accompanies the program on the screen. It allows the viewer to read an abbreviated version of the on-screen dialogue and important sounds. For sporting events, the captions contain the commentators' descriptions. They are intended for people who have difficulty hearing or distinguishing sounds.Service availability
The closed-captioning service is offered on all digital terminals. If program you are watching is offered with closed-captioning, a "CC" note will be indicated in the description of the program in the TV listings guide of your digital terminal. Many TV sets support closed-captioning for the hearing impaired with RF and baseband inputs.
Who provides the closed-captioning text?
All closed-captioning is provided by the broadcaster and is completely unedited by Novus. It is the responsibility of the broadcaster to include Closed Captioning in their programs.Several companies (sources) provide closed-captioning services to television networks and production companies for their standard (analogue) and digital programs.
VoicePrint Service
VoicePrint is an audio service for all Canadians, but of particular interest to vision-restricted, learning disabled and mobility-impaired indivituals. To enjoy VoicePrint audio service, you need to activate the SAP/MTS on your TV. VoicePrint is available on channel 26, CBC News World and also a dedicated voiceprint channel 889, VoicePrint. For more information about this channel please visit www.voiceprintcanada.com
Descriptive Video Service
Descriptive Video Service (DVS) is an aid for persons who are visually impaired. It provides a voice-over description of a program's key visual elements with narration that is inserted during natural pauses in program dialogue.
DVS enhanced programming is offered by most Canadian broadcasters. Check thebroadcaster’s on-screen promotional information and their Web sites for a schedule.
Accessing Descriptive Video Services on your TV
If DVS is offered for a selected program then descriptive video services will be heard if the DVS feature is enabled. Descriptive Video Service can be activated on a Novus digital terminal through the Menu/Setup/AudioSetup/Descriptive Video Service setting in the interactive program guide.
Novus offers The Accessible Channel (TACtv), channel 888, free of charge to all digital customers. For more information about this channel visit www.theaccessiblechannel.com
TTY Phone Service
TTY, Teletypewriter, users can communicate directly with our Novus Customer Care Representatives through Relay Service operators of their choice.
Message Relay Service (711)
Message Relay Service, also known as 711, is a service that allows you to talk over the telephone via a teletypewriter. A specialized operator acts as an intermediary for the two parties. Message Relay Service is included with Novus’ Digital Phone service.
Email – Eservice
Many of our customers, with or without special needs requirements, now communicate with us through email or Web site forms at http://www.novusnow.ca/
Online Chat
A new feature Novus will be introducing is Online Chat. This service allows real-time text/keyboard communication between customers and Novus Customer Service Representatives.
Billing Alternatives
Novus provides alternative formats for monthly billing. These include large print or enlarged soft copy invoices. Please call or email Novus Customer Service to request an alternate billing format.
Improving Web Accessibility
Customers can learn more about improving their Web accessibility by visiting Accessibility Tutorials which features helpful tutorials to modify your Web browser and display to improve Web site visibility.
You can always contact our Support Specialists by:
- submitting an Online Support Request Form
- sending an email to support@novusnow.ca
- calling Technical Support
For general information about our services, please visit http://www.novusnow.ca