Providing notice of temporary disruptions

Should a temporary disruption of a TVO service occur, TVO will make reasonable efforts to provide notice of these disruptions. Temporary disruptions may occur with services or facilities caused by such things such as maintenance, repair or power outage. When a temporary disruption occurs in a services or facility used by persons with disabilities, whether planned or unplanned, TVO will provide notice of these disruptions to the public as follows.

Content of notices

• the reason for the temporary disruption, such as repairs, maintenance, construction, inclement weather, unexpected circumstances, etc.;
  the expected length of the temporary disruption;
  alternate means of accessing the goods or services, if available.

Format of notices

Notices will be posted in a manner that is reasonable under the circumstances, with consideration given to the disability(s) of customers who access the disrupted service or facility.

Notices may be provided in print (signage), mailing; electronically (website postings); on air, telephone recordings; or directly to specified customers, or by other reasonable methods.

Visual notices will be provided in large clear print, using contrasting colours between text and background

Placement of notices

• Notices may be placed at entrances where the temporary disruption occurs;
• Notices may be posted at the site of the temporary service or facility disruption;
• Notices will be posted in obvious places. Reasonable efforts will be taken to ensure an unobstructed view of the notice;
• Staff should be cognizant of placing notices where they are visible to persons who may be using assistive devices, such as wheelchairs etc.

Notification practices / applications

TVO on-air signal

The Manager – Digital Media Services will notify the Communications & Corporate Affairs Division to post notice on tvo.org and prepare Customer Service Representatives

Closed captioning on-air

In the unlikely case of a known interruption to existing service, the Manager – Digital Media Services will arrange for a text crawl along the bottom of the screen at the beginning of the affected program:

Due to a technical issue, closed captioning for this program is not available... We apologize for the inconvenience. To inquire about a re-broadcast, please contact TVO Customer Relations at 1-800-463-6886.

The Manager – Digital Media Services will notify the Communications & Corporate Affairs Division who will arrange to post a service interruption notice on tvo.org.

Described video on air

In the case of a known interruption to the existing service, the Manager – Digital Media Services will arrange for a temporary text and audio slide to appear on air before the affected program:

Due to a technical issue, the following program will not be available in described video. We apologize for the inconvenience. To inquire about a re-broadcast, please contact TVO Customer Relations at 1-800-463-6886.

TVO web sites

In the case of planned or unplanned disruption to any of TVO's web sites, the URL is re-routed to TVO's backup server per TVO's IT Disaster Recovery Plan, and a slate is posted indicating that TVO is working to restore the site. It also points the user to alternate TVO partner sites where they can find our content:

Should a temporary disruption of a TVO service occur, TVO will make reasonable efforts to provide notice of these disruptions. Temporary disruptions may occur with services or facilities caused by such things such as maintenance, repair or power outage. When a temporary disruption occurs in a services or facility used by persons with disabilities, whether planned or unplanned, TVO will provide notice of these disruptions to the public as follows.

Content of notices

• the reason for the temporary disruption, such as repairs, maintenance, construction, inclement weather, unexpected circumstances, etc.;
• the expected length of the temporary disruption;
• alternate means of accessing the goods or services, if available.

Format of notices

Notices will be posted in a manner that is reasonable under the circumstances, with consideration given to the disability(s) of customers who access the disrupted service or facility.

Notices may be provided in print (signage), mailing; electronically (website postings); on air, telephone recordings; or directly to specified customers, or by other reasonable methods.

Visual notices will be provided in large clear print, using contrasting colours between text and background

Placement of notices

• Notices may be placed at entrances where the temporary disruption occurs;
• Notices may be posted at the site of the temporary service or facility disruption;
• Notices will be posted in obvious places. Reasonable efforts will be taken to ensure an unobstructed view of the notice;
• Staff should be cognizant of placing notices where they are visible to persons who may be using assistive devices, such as wheelchairs etc.

Notification practices / applications

TVO on-air signal

The Manager – Digital Media Services will notify the Customer Service Representatives of the issue so they may respond to any customer inquiries with accurate information.

Closed captioning on-air

In the unlikely case of an extended interruption to existing service, the Manager – Digital Media Services will arrange for a text crawl along the bottom of the screen at the beginning of the affected program:

Due to a technical issue, closed captioning for this program is not available... We apologize for the inconvenience. To inquire about a re-broadcast, please contact TVO Customer Relations at 1-800-463-6886.

Described video on air

In the case of an extended interruption to the existing service, the Manager – Digital Media Services will arrange for a temporary text and audio slide to appear on air before the affected program:

Due to a technical issue, the following program will not be available in described video. We apologize for the inconvenience. To inquire about a re-broadcast, please contact TVO Customer Relations at 1-800-463-6886.

TVO web sites

In the case of planned or unplanned disruption to any of TVO's web sites, the URL is re-routed to TVO's backup server per TVO's IT Disaster Recovery Plan, and a slate is posted indicating that TVO is working to restore the site. It also points the user to alternate TVO partner sites where they can find our content:

TVO accessible washrooms

In case of an accessible washroom being unavailable, the Manager – Client Services & Facilities will inform the Impact Division who will create a notice for Facilities to post at the site, including location of an alternate accessible washroom.

Revised/reviewed: November 7, 2022

Next review date: November 7, 2023