Providing Notice of Temporary Disruptions

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

In the case of a planned disruption in TVO's broadcast signal, a slide will appear on the air as programming cuts over to run temporarily from the TVO back up facility. The message will appear in text and audio as follows:

We are working to resolve a technical issue and to restore regular TVO programming as soon as possible. We are temporarily unable to provide full closed captioning service or described video service. We thank you for your patience and apologize for the inconvenience.

The Manager of Digital Media Services then notifies the Director of Corporate Communications, who posts a similar notice on tvo.org

Director of Corporate Communications informs Customer Relations to prepare CSRs.

Closed Captioning On Air

In the unlikely case of a known interruption to existing service, the Manager of Digital Media Services arranges 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 of Digital Media Services will notify the Director of Corporate Communications who will 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 of Digital Media Services arranges 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:

The appropriate web manager will inform Customer Relations to prepare CSRs

TVO Phone system

In the case of a planned or unplanned disruption to TVO's phone system, the following should happen:

  1. Network Services manager notifies Stakeholder Relations manager
  2. Stakeholder Relations manager arranges for outgoing voice mail message to be changed (if possible), emphasizing e-mail as an alternative option for accessing service
  3. Director of Corporate Communications posts service interruption notice on tvo.org

TVO e-mail system

In the case of a planned or unplanned disruption to TVO's e-mail system, the Manager of Network Services notifies the Director of Corporate Communications, who arranges web site posting emphasizing how to contact TVO by phone.

Automatic entrances to 2180 Yonge Street

TVO has two automatic doors at the entrance to 2180 Yonge St. TVO also has 24-hour security staff at the north door, who can help in the event that either or both doors is not operational.

In the case of a planned or unplanned disruption to either or both of these doors, the Manager of Administration (in concert with the property management company) provides details to the Director of Corporate Communications and creates signage for Administration to post prominently at site(s) directing persons with disabilities to security at the north door.

Director of Corporate Communications arranges for duplicate posting on tvo.org

TVO Accessible Washrooms

In case of an accessible washroom being unavailable, the Manager of Administration will inform the Director of Corporate Communications who will create a notice for Administration to post at the site, including location of an alternate accessible washroom.