Shaw is committed to addressing the needs and concerns of all our customers, including providing accessibility for customers with disabilities. The following describes the particular products and services offered to Shaw customers with accessibility challenges.
Closed Captioning
Closed Captioning (CC) provides a visual text display of what is being audibly said or broadcast as supporting sound during a television program, movie or special event.
Shaw passes unedited 100% of all Closed Captioning, included by the broadcasters in the programming. It is the responsibility of the broadcaster to include Closed Captioning in their shows.
Very few programs originating from Canadian broadcasters or specialty networks do not have Closed Captioning.
Closed Captioning may be used by customers in several different ways:
- By deaf or hard of hearing individuals to enjoy TV programming;
- As a tool by people learning English as a second language;
- May be used in an environment where audio is difficult or intentionally muted.
Accessing Closed Captioning on Your TV
Most TVs sold in the last 10 years have Closed Captioning available through Menu options described in the owner’s manual
Accessing Closed Captioning on Shaw Digital Cable Terminals
Shaw’s HD Digital Cable Terminals (DCTs) provide Closed Caption decoding for all channels, including HD. Use Power/Menu to access User Settings to turn on/off captioning.
If using a standard-definition DCT, Closed Captioning can be activated using the CC controls on your TV set.
VoicePrint Service
VoicePrint is an audio service for all Canadians, but of particular interest to vision-restricted, learning disabled, the mobility-impaired and those in need of enhanced literacy skills learning English as a second language.
To enjoy VoicePrint audio service, you need to activate the SAP/MTS on your TV. Often there is a button on your remote control called MTS or SAP.
Tune in to CBC News Network and the Voiceprint audio service will be heard.
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. In general, DVS describes actions that are not otherwise reflected in the dialogue, such as the movement of a person in a scene.
If DVS is offered in a program, video description can be turned on or off.
DVS enhanced programming is offered by most Canadian broadcasters, each of which may now offer a few hours each week included in their regular programming schedule. Check each broadcaster’s on-screen promotional information and their Web sites for a schedule.
Accessing Descriptive Video Services on Your TV
Most TVs sold in the last 10 years have SAP/MTS features available through Menu options described in the owner’s manual. Turn on SAP/MTS and if DVS is offered in the selected program then descriptive video services will be heard.
Accessing Descriptive Video Services on a Shaw DCT
Descriptive Video Service can be activated on a DCT through the Menu/Setup/AudioSetup/Descriptive Video Service setting in the interactive program guide.
HD programs with DVS should be activated at the DCT only.
Dial '0' for Operator-Assisted Calls
Shaw Digital Phone customers with special needs can access Shaw’s operator assistance at no charge to help find phone numbers or connect calls. Simply dial 0, indicate you have special needs requirements and are unable to dial the number, and our operators will be pleased to assist you.
TTY Phone Service
Teletypewriter (TTY) users can communicate directly with our Shaw 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 Shaw’s Digital Home 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 www.shaw.ca To initiate an email or fill in a Web form, first Set Your Locale for your community, then see the links at Contact Us.
Online Chat
A new feature we are introducing is Online Chat. This service allows real-time text/keyboard communication between customers and Shaw Customer Care Representatives. This service is currently available to Vancouver area customers, and will be available in all of our other markets by 2009-2010.
Billing Alternatives
Shaw provides alternative formats for monthly billing. These include Braille, large print or enlarged soft copy invoices. Please call or email your local Shaw Customer Service office to request an alternate billing format.
Improving Web Accessibility
Customers can learn more about improving their Web accessibility by visiting Shaw's Improving Accessibility page which features helpful hints to modify your Web browser and display to improve Web site visibility.
Learn More 