Accessibility Policy

1. OUR COMMITMENT TO ACCESSIBILITY

SafetyNet Wireless is committed to ensuring that our products and services are accessible to all customers, including individuals with disabilities. We comply with:

• Section 255 of the Communications Act (47 U.S.C. § 255)
• Section 716 and 718 of the Communications Act, as amended by the Twenty-First Century Communications and Video Accessibility Act (CVAA) (47 U.S.C. § 617-618)
• Americans with Disabilities Act (ADA), where applicable
• Section 508 of the Rehabilitation Act, where applicable
• State accessibility laws and regulations

This policy describes our accessibility services, accessible products, and how customers with disabilities can contact us for assistance. This policy is available in alternative formats upon request.

2. ACCESSIBLE PRODUCTS AND SERVICES

2.1. Accessible Devices

SafetyNet Wireless offers devices with various accessibility features. Availability of specific features varies by device model and manufacturer. Not all features are available on all devices.

a) Vision Accessibility:

• Screen readers and voice output (where supported by device)
• Screen magnification
• High contrast displays
• Large text options
• Voice-activated dialing

b) Hearing Accessibility:

• Hearing aid compatibility (HAC) rated devices
• TTY compatibility (on compatible devices)
• Visual alerts and indicators
• Vibrating alerts
• Adjustable volume controls
• Real-time text (RTT) capability (where supported by device and network)
• Wi-Fi calling support for better audio quality (where available)

c) Mobility and Dexterity:

• Voice commands and controls
• Touch assistance features
• Simplified user interfaces
• Speed dialing
• Hands-free options
• Adjustable touch sensitivity (where supported)

d) Cognitive Accessibility:

• Simplified menus
• Predictive text
• Voice-to-text features
• Emergency button features
• Easy mode or simplified launcher options (where available)

2.2. Device Ratings

Many of our devices carry Hearing Aid Compatibility ratings as required by FCC regulations (47 CFR § 20.19):

• M-Rating: Indicates reduced radio frequency interference with hearing aids set to microphone mode (M3 or M4, with M4 being better)
• T-Rating: Indicates compatibility with hearing aids set to telecoil mode (T3 or T4, with T4 being better)

FCC Minimum Requirements: We maintain the required percentage of HAC-compliant devices as mandated by FCC regulations. Not all devices are HAC-rated. Customers needing HAC-rated devices should confirm ratings before purchase.

Return Policy: Customers with disabilities may return or exchange devices within 30 days if the device does not meet their accessibility needs, even if the standard return period has different terms.

2.3. Service Plan Accessibility

All SafetyNet Wireless service plans, including Lifeline plans, are available to customers with disabilities without additional charge for accessibility needs. This includes:

a) No additional charges for:

• TTY usage
• Relay service calls
• RTT communications
• Accessibility-related customer service

b) Data usage for accessibility:

• Video relay service (VRS) data usage counts toward plan allowances
• IP relay service data usage counts toward plan allowances
• Screen reader data updates count toward plan allowances

c) Lifeline program accessibility:

• Alternative format applications available
• Assistance with enrollment and recertification
• No discrimination based on disability status

3. ACCESSIBLE CUSTOMER SERVICE

3.1. Contact Methods

Customers with disabilities can reach us through multiple accessible channels:

3.2. Alternative Formats

Upon request, we provide the following in alternative formats at no additional charge:

• Contracts and agreements
• Terms and conditions
• Bills and billing statements
• Product guides and instructions
• Notices and correspondence
• Privacy policies

Available formats include:

• Large print (16-point font or larger)
• Braille (Grade 2)
• Electronic formats compatible with screen readers (PDF, TXT, HTML)
• Audio format (upon request, subject to availability)

To request alternative formats, contact Customer Service at 1-888-224-3213 or [email protected]. Please specify your preferred format and delivery method.

3.3. Customer Service Training

Our customer service representatives receive training on:

• Disability sensitivity and etiquette
• Relay service protocols
• Alternative format procedures
• Accessibility feature support
• Extended time allowances for customers who need it

Customers requiring additional time or assistance will not be rushed or terminated from calls due to the length of time needed to address accessibility needs.

4. RELAY SERVICES

4.1. Telecommunications Relay Service (TRS)

All SafetyNet Wireless customers can access TRS by dialing 711. TRS enables people with hearing or speech disabilities to place and receive calls through a communications assistant.

No Additional Charges: TRS calls are provided at no additional charge beyond standard voice minute usage.

4.2. Video Relay Service (VRS)

VRS allows people who use sign language to communicate through video equipment.

Important: VRS data usage counts toward your data allowance. VRS is provided by third-party providers, not SafetyNet Wireless.

4.3. IP Relay

Internet Protocol (IP) Relay services are available for customers with data-capable devices, allowing text-based relay conversations.

Note: IP Relay data usage counts toward your data allowance.

4.4. Captioned Telephone Service

Captioned telephone service (CTS) is available for customers with hearing loss who can speak for themselves. CTS provides real-time captions of telephone conversations.

4.5. Relay Service Limitations

• International relay calls may not be supported
• Some relay services require registration with third-party providers
• Emergency calls through relay services may experience delays
• Location information may not transmit accurately through relay services

5. EMERGENCY SERVICES ACCESSIBILITY

5.1. Text-to-911

Where available, SafetyNet Wireless supports Text-to-911 services, allowing customers to send text messages to emergency services.

• Not available in all areas – check with local 911 center
• Voice calls are always preferred when possible
• Location information may not be transmitted
• Text messages may be delayed or not received
• Cannot include photos, videos, or emojis
• Standard text messaging rates apply (uses text allowance)

If Text-to-911 is unavailable: You will receive an automatic bounce-back message. Call 911 immediately or use relay services.

5.2. Real-Time Text (RTT)

RTT allows text to be transmitted instantly as it is typed, supporting more natural conversation flow during emergency and non-emergency calls.

5.3. Emergency Services Through Relay

Customers using relay services for 911 calls should be aware:

• Provide exact location immediately
• Stay connected until released by dispatcher
• Relay may cause delays in emergency response
• Pre-registration with local 911 center recommended where available

5.4. CRITICAL SAFETY INFORMATION

Emergency Preparedness for Customers with Disabilities:

• Keep devices charged
• Know alternative ways to contact emergency services
• Register with local emergency management if available
• Have backup communication methods
• Update your location information regularly

6. LIFELINE PROGRAM ACCESSIBILITY

SafetyNet Wireless ensures that our Lifeline program is accessible to qualified individuals with disabilities in compliance with Section 504 of the Rehabilitation Act and the Americans with Disabilities Act:

6.1. Application and Enrollment

a) Alternative Format Applications:

• Large print applications
• Electronic applications compatible with screen readers
• Telephone application assistance
• Third-party assistance permitted with proper authorization

b) Enrollment Assistance:

• In-person enrollment assistance where available with reasonable accommodations
• Extended time for completing applications
• Sign language interpretation upon advance request (subject to availability)
• Assistance reading and completing forms

c) Documentation Flexibility:

• Alternative methods to provide required documentation
• Assistance obtaining necessary eligibility documents
• Extended deadlines for documentation upon request with good cause

6.2. Annual Recertification

1. Recertification notices in alternative formats upon request
2. Multiple methods to complete recertification (phone, online, mail)
3. Assistance understanding and completing recertification requirements
4. Extended recertification deadlines upon request with documented disability-related need

6.3. Reasonable Modifications

SafetyNet Wireless provides reasonable modifications to policies and procedures for customers with disabilities, including but not limited to:

• Waiving online-only requirements
• Allowing authorized representatives to act on behalf of customers
• Providing additional time for responses to notices
• Alternative methods of identity verification

To request a reasonable modification, contact Customer Service at 1-888-224-3213.

7. WEBSITE AND DIGITAL ACCESSIBILITY

7.1. Website Standards

Our website (www.safetynetwireless.com) strives to meet Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standards, including:

• Keyboard navigation support
• Screen reader compatibility
• Alternative text for images
• Sufficient color contrast (4.5:1 for normal text, 3:1 for large text)
• Resizable text without loss of functionality
• Clear navigation structure
• Descriptive link text
• Accessible forms with proper labels
• Error identification and correction suggestions

7.2. Continuous Improvement

We regularly test and update our digital properties to maintain and improve accessibility:

1. Periodic automated accessibility testing
2. Manual testing with assistive technologies
3. User feedback incorporation
4. Regular accessibility audits

Known Issues: Current accessibility issues and remediation timelines are available upon request.

7.3. Reporting Digital Barriers

If you encounter accessibility barriers on our website or mobile app:

• Email: [email protected] (include “Web Accessibility” in subject)
• Phone: 1-888-224-3213
• Provide specific page URL and description of the issue
• We will acknowledge within 2 business days and provide a timeline for resolution

7.4. Mobile Application Accessibility

If SafetyNet Wireless offers a mobile application, it will strive to conform to:

• WCAG 2.1 Level AA standards as applicable to mobile
• Platform-specific accessibility guidelines (iOS Accessibility Guidelines, Android Accessibility Guidelines)

8. TRAINING AND SUPPORT

8.1. Customer Service Training

Our staff receive accessibility training including:

a) Initial Training:

• Disability awareness and etiquette
• Legal requirements under ADA, Section 255, and CVAA
• Accessible products and services overview
• Relay service procedures
• Alternative format request procedures
• Assistive technology basics

b) Ongoing Training:

• Annual refresher training
• Updates on new accessibility features
• Updates on legal requirements
• Customer feedback incorporation

c) Specialized Training:

• Technical support staff receive device-specific accessibility training
• Customer service supervisors receive advanced accessibility problem-solving training

8.2. Device Support

We provide accessibility-related device support including:

a) Pre-Purchase Support:

• Information about device accessibility features
• Demonstrations of accessibility features (where available)
• Recommendations based on specific accessibility needs

b) Setup and Activation:

• Initial accessibility feature setup assistance
• Configuration of accessibility settings
• Pairing with assistive devices (e.g., hearing aids)

c) Ongoing Support:

• Troubleshooting accessibility features
• Software update assistance affecting accessibility
• Replacement device accessibility setup

d) Documentation:

• User guides in accessible formats
• Quick reference guides for common accessibility features
• Video tutorials with captions (where available)

8.3. Support Limitations

We cannot provide:

• Advanced assistive technology training
• Modification of device software beyond standard settings
• Support for third-party accessibility applications
• Medical or therapeutic advice

For advanced support, we will refer customers to appropriate resources including device manufacturers, assistive technology specialists, or disability organizations.

9. THIRD-PARTY APPLICATIONS

9.1. Limitations of Responsibility

SafetyNet Wireless does not control and is not responsible for the accessibility of:

• Third-party applications downloaded or accessed through our service
• Third-party websites accessed through our network
• Content provided by third parties
• Device manufacturer applications and features
• Operating system accessibility features beyond basic functionality

9.2. Customer Resources

For accessibility information about third-party applications:

• Contact the application developer directly
• Review app store accessibility information
• Consult device manufacturer support
• Visit accessibility review websites

9.3. Pre-Installed Applications

Some devices may include pre-installed applications. SafetyNet Wireless:

• Does not guarantee the accessibility of pre-installed apps
• Cannot remove or modify pre-installed applications
• Will provide information about known accessibility issues when available

10. FEEDBACK AND COMPLAINTS

10.1. Accessibility Feedback

We welcome feedback about our accessibility services. To provide feedback or report accessibility issues:

Information to Provide:

• Nature of the accessibility barrier
• Device model and software version
• Specific feature or service affected
• Your preferred contact method
• Requested accommodation or solution

10.2. Formal Complaint Process

If we cannot resolve your accessibility concern within 30 days, or if you are dissatisfied with our response, you have the right to file formal complaints:

State Regulatory Agencies: Contact information for state public utilities commissions is available in our Terms and Conditions.

10.3. Complaint Requirements and Process

Informal Complaint Process:

1. Customers must first attempt to resolve issues directly with SafetyNet Wireless
2. Allow 30 days for resolution before filing FCC complaint
3. We maintain records of all accessibility complaints for at least 2 years
4. Records include: complaint date, nature of issue, actions taken, resolution

Your Rights:

• Request a written summary of your complaint and our response
• Designate a representative to act on your behalf
• Receive information in alternative formats
• File complaints without fear of retaliation

11. ACCESSIBILITY COORDINATOR

11.1. Designated Accessibility Contact

SafetyNet Wireless has designated an Accessibility Coordinator as required by FCC regulations to oversee our accessibility initiatives:

11.2. Accessibility Coordinator Responsibilities

Our Accessibility Coordinator is responsible for:

• Coordinating accessibility compliance efforts
• Serving as primary contact for accessibility issues
• Overseeing staff training on accessibility
• Monitoring and responding to accessibility feedback
• Maintaining accessibility complaint records
• Coordinating with device manufacturers and network providers
• Implementing accessibility improvements

11.3. Executive Point of Contact

For escalated accessibility matters: [email protected]

12. REASONABLE ACCOMMODATIONS

12.1. Our Commitment

SafetyNet Wireless provides reasonable accommodations and modifications to policies, practices, and procedures to ensure equal access to our services for customers with disabilities, as required by federal law.

12.2. Types of Accommodations Available

Examples of reasonable accommodations include but are not limited to:

• Alternative communication methods
• Extended time for service interactions
• Waiver of online-only requirements
• Modified payment arrangements
• Alternative identity verification methods
• Flexible appointment scheduling
• Service activation assistance
• Authorized third-party representation

12.3. Requesting Accommodations

To request an accommodation:

a) Contact us:

• Phone: 1-888-224-3213
• Email: [email protected]
• Mail: SafetyNet Wireless, Attn: Accessibility Coordinator, 600 2nd ST S, Safety Harbor, FL 34677

b) Provide information:

• Description of the accommodation needed
• How it relates to your disability (medical documentation not required)
• Your preferred solution
• Urgency of the request

c) Interactive Process:

• We will engage in an interactive process to determine appropriate accommodations
• We may propose alternative accommodations if your requested accommodation poses an undue hardship
• Most accommodation requests resolved within 5 business days

12.4. Limitations

We may deny accommodation requests if they would:

• Fundamentally alter the nature of our services
• Pose an undue financial or administrative burden
• Pose a direct threat to health or safety
• Violate FCC regulations or other legal requirements

If we deny an accommodation request, we will:

• Provide the reason in writing upon request
• Offer alternative accommodations where possible
• Inform you of your right to file a complaint

13. UPDATES TO THIS POLICY

13.1. Right to Update

We may update this Accessibility Policy at any time to reflect:

• Changes in federal or state accessibility laws or regulations
• Updates to FCC requirements under Section 255 or CVAA
• Changes in our services or products
• Improvements to our accessibility features
• Feedback from customers with disabilities
• Industry best practices

13.2. Notice of Updates

Material changes to this policy will be:

• Posted at www.safetynetwireless.com/accessibility
• Communicated to customers who have requested alternative formats
• Available in alternative formats upon request
• Effective 30 days after posting unless immediate implementation is required by law

13.3. Policy Archive

Previous versions of this policy are available upon request for comparison purposes. Contact Customer Service at 1-888-224-3213.

14. ADDITIONAL RESOURCES

14.1. National Accessibility Resources

Federal Agencies:

• FCC Disability Rights Office: www.fcc.gov/disability
• FCC Accessibility Clearinghouse: ach.fcc.gov
• U.S. Access Board: www.access-board.gov
• National Disability Rights Network: www.ndrn.org
• ADA Information Line: 1-800-514-0301

Disability Organizations:

• National Association of the Deaf: www.nad.org
• American Foundation for the Blind: www.afb.org
• United Spinal Association: www.unitedspinal.org
• Hearing Loss Association of America: www.hearingloss.org
• National Federation of the Blind: www.nfb.org

14.2. Equipment Distribution Programs

National Programs:

• National Deaf-Blind Equipment Distribution Program (iCanConnect): www.icanconnect.org
• Phone: 1-800-825-4595
• TTY: 1-888-320-2656

State Programs:

• State telecommunications equipment distribution programs vary by state
• Contact your state public utilities commission or visit: www.tedpa.org
• Many states offer free or low-cost specialized telecommunications equipment

14.3. Technical Assistance

Assistive Technology Resources:

• Job Accommodation Network (JAN): askjan.org
• Assistive Technology Industry Association: www.atia.org
• RESNA Assistive Technology Professional Directory: www.resna.org

Device-Specific Support:

• Apple Accessibility: www.apple.com/accessibility
• Android Accessibility: www.android.com/accessibility
• Samsung Accessibility: www.samsung.com/accessibility