Videotron is committed to facilitating access to its services for everyone
All Videotron customers deserve the same level of service. That's why our services are adapted for people with impaired hearing, speech, vision or other disabilities, as well as for our customers with reduced mobility.
Videotron is aware of the accessibility challenges its customers may encounter and is always on the lookout for the latest innovations in this area. Do not hesitate to write to us to recommend any device or program that would help improve access to our services for everyone.
To subscribe to any of our adapted services, contact a Videotron Customer Service representative by telephone or chat.
Services offered to people with
Physical impairments (mobility and dexterity)
Discover our mobile phone, home phone, TV and Internet products and services, and select the services and features that best suit your needs.
Services offered to people with
Impaired vision
Discover how our services can make your life easier. For example, personalized ringtones can notify you as to who's calling.
Services offered to people with
Cognitive impairment
We offer a range of support tools and services to help you in your everyday life. Discover them now.
Services offered to people with
Impaired speech
Enjoy services tailored to your needs, like T911, which allows you to communicate with 9-1-1 emergency services via text on your Videotron mobile device.
Services offered to people with
Impaired hearing
Videotron makes staying in touch easy. Discover our relay service for the hearing impaired (711), which is available to customers who subscribe to our Home Phone service. There's also T911, a service that allows you to communicate with 911 emergency services via text message using your Videotron cellphone.
The Wireless Code
The CRTC's Wireless Code, which came into effect in December 2013 and was updated in December 2017, establishes requirements that all Canadian wireless providers must meet for, most notably, cancellation fees, limits on data & roaming charges, unlocked Mobile phones, trial periods and the language used in your contract.
For more information about the Wireless Code, please visit CRTC's website.
Customers with accessibility needs are encouraged to watch The Wireless Code and Your Rights as a Canadian Wireless Consumer.
Internet Code
The Internet Code, which came in effect on January 31, 2020, was created by the Canadian Radio-television and Telecommunications Commission (CRTC) so that customers of retail fixed Internet access services are better informed of their rights and responsibilities contained in their contracts with Internet service providers.
For more information about the Code, visit the CRTC website by clicking here.
Customers with accessibility needs are encouraged to view The Internet Code.
General services
Videotron offers several other services to accommodate you. Discover them today!
30-Day Satisfaction Warranty
If you are not satisfied with a service to which you subscribe, you have 30 days after its activation to terminate the contract and be reimbursed. However, if you have benefited from additional options during these 30 days (i.e. purchase of pay-per-view television content), you must pay for these additional options. You may use this warranty a maximum of once a year per service contract.
Conditions for entitlement to the disabled individuals guarantee:
- Having used 100% or less of calling time and data included in the subscribed-to monthly Mobile telephone plan. If the subscribed-to monthly plan includes unlimited usage, condition [1] will not apply to the unlimited option.
- Having used 100% or less of data included in the subscribed-to monthly Mobile Internet plan (i.e.: Mobile key, Mobile Wi-Fi, tablet data, etc.). If the subscribed-to monthly plan includes unlimited usage, condition [2] will not apply to this option.
Exclusive Mobile Phone service plan
A Mobile Phone service plan exclusively for people who have vision and/or hearing problems is being offered.
Opt for one of the most recent mobile phone models on the market that offers numerous options in terms of accessibility.
Alternative invoice
For all customers living with a disability.
Several alternative methods for printing invoices are available, free of charge, to our customers living with a disability. It is possible to receive your invoices in Braille, large print, digital, or paper format. Making a request for the alternative invoice allows access to certain communications related to alternative methods for printing invoices required by the customer.
Access to Videotron's websites
The new modules integrated into Videotron's websites - videotron.com, corpo.videotron.com, affaires.videotron.com - comply with the Web Content Accessibility Guidelines 2.0 (WCAG 2.0) standards set out by the World Wide Web Consortium (W3C) international organization. For more information on these standards, please refer to the full description of W3C: http://www.w3.org/TR/WCAG20/.
The WCAG 2.0 standards include the following terms:
- Our videos and animations are accompanied by a text and/or soundtrack that describe the information conveyed by the images.
- All of our pages display enough contrast to allow viewers to distinguish all the features without displaying colours.
- The content of our pages is prioritized, structured and presented through the medium of HTML and CSS flagging in accordance with W3C standards and current Web practices, including full descriptive headers.
- Our pages can be displayed in an intelligible way even when the cascading style sheets (CSS) are deactivated.
- All interactive features on our pages can be commanded independently using a mouse or keyboard.
- The destinations of all our hyperlinks are explicitly indicated.
- All of our pages are accessible through an independent website address (URL).
- We offer a site map in text format that makes it easy to find your destination.
- Our texts are written in clear and concise language and important information is clearly featured.
In addition, certain features of Videotron's websites comply with WCAG version 2.0 "level 2" standards. This applies to the contrast of our titles and headers and to certain navigation features throughout the sites.
For more information on these standards, please refer to the full description of W3C: http://www.w3.org/TR/WCAG20/.
Send feedback
Feedback on accessibility at Videotron
Let us know how we can improve the accessibility of our products and services. We welcome your feedback!
For all the details on sending feedback and how it is processed, please consult the Feedback Process Description.
How to send your feedback
To submit your feedback in accordance with the Accessible Canada Act and the Accessibility Reporting Regulations, or to request an alternative version of the Feedback Process Description (paper format, regular print, large print, Braille, audio, electronic, or other agreed-upon formats), choose one of the following communication methods:
Phone
Contact Customer Service at:
• 1-877-512-0911 for our Residential services
• 1-877-512-8590 for our Business services
Feedback will be received by Jean-François Gagnon, General manager Strategic Alignment operations.
IMPORTANT
Your feedback can be submitted anonymously. However, if you would like to receive the Feedback Process Description in an alternative format, you must provide us with information enabling us to send it to you.
- You will receive an acknowledgement of receipt of feedback unless said feedback is sent anonymously.
- If you would like to obtain the Feedback Process Description in an adapted format, you must provide us with information enabling us to send it to you.
- By providing us with your feedback, you consent to the collection, use, and storage of the personal information you provide us, which will enable us to answer your questions and improve our service delivery.
- The “Feedback Process Description” electronic publication available on this site complies with the Web Content Accessibility Guidelines 2.0 (WCAG 2.0) Level AA.