One of our greatest measures of success is how well we satisfy our listeners and customers. So if you have a comment, compliment or complaint about the services, products or programming of The National Broadcast Reading Service, VoicePrint or AudioVision Canada, please let us know about it as soon as possible. After all, if we are to fulfill our mandate to assist vision- and print-restricted Canadians reduce or overcome barriers to media and published information, we’ll need your assistance. Your ideas, your opinions, your comments, compliments and — yes, even your criticisms — will help us update our policies and procedures, and evaluate our performance.

      Since what concerns you, concerns us, here is some information on how to get in touch with us — and how we’ll handle your comment, compliment or complaint once it reaches our Office of the Ombudsman.

Contact our national office at the numbers or addresses below and direct your comments to the Ombudsman or his designate.

      When the Ombudsman receives your correspondence, it is documented, reviewed and, if it’s a complaint, investigated. In most cases, you will receive a reply within three weeks of the receipt of your letter, e-mail, fax or phone call. If you make a verbal comment, compliment or complaint, please remember to leave your name and contact information so we can follow up.       When you submit a complaint, please provide as much information as possible.

      If the subject of your comment, compliment or complaint relates to a VoicePrint program or advertisement — or the sound quality of either — you should send it to us within two weeks of the date of its broadcast. Also, it would help if you could indicate the name of your television service provider (cable or satellite company) as well as the date, time and title of the program.

It is the job of the Ombudsman to respond to you promptly and do his best to address your concern. With respect to comments, compliments and complaints about VoicePrint, the National Program Committee will review the handling of all communications from the Office of the Ombudsman.

When you raise a concern or make a formal complaint, you can expect:

• a chance to fully explain the problem
• information, in a format that is accessible to you, about how we plan to respond to the situation
• confidentiality
• respect
• and, of course, prompt action and ongoing follow up

So please, don't feel shy — contact us. We’re waiting to hear from you.

NBRS,
Attention: Ombudsman,
1090 Don Mills Rd.,
Suite 303,
Toronto, ON M3C 3R6