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Accessibility services

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This online web page conforms to certain WCAG 1.0 specifications. At the top of this screen you'll find a tool you can use to adjust the font size or contrast to suit your personal preference.

The accessibility services focus on special products and services offered to our customers with hearing, speech, visual or motion disability.

In this section, you will find:

Contact us    

If you have hearing, speech, visual or motion disability that makes it difficult for you to use telephone equipment, we can help.

You can talk to a NorthernTel Customer Service agent who will give you information and will advise you properly about available equipment and services. Call using your phone or TTY/TDD equipment, from 8:30 a.m. to 5:00 p.m., Monday to Friday, at 1-800-360-8555.

Contact one of our Customer Service agents by e-mail, by mail, by phone or teletype.


What are your rights as an Internet customer?

Learn more about how the Internet Code enhances consumer protections for Internet customers. Watch more videos describing terminology commonly used in internet contracts. Videos are presented in American Sign Language (ASL) with English captions and an audio voiceover.


Bell Relay Service (BRS)    

Bell Relay Service enables a person using a keyboard-type device (i.e. TTY) to communicate with a hearing person or vice-versa over the telephone network. A specially trained operator assists in the placing or receiving of calls to-from persons using a keyboard-type device.

The BRS operator acts as a communication link over the telephone. When the hearing person speaks, the operator types the message so that it appears on the disabled person’s TTY. When the disabled person responds, the operator voices the message to the hearing person.

Users of Bell Relay Service are eligible for a 50% discount on long-distance calls made within Canada and billed to their phone number.

The Bell Relay Service also gives you access to emergency services such as firefighting, ambulance and police. There is no charge for local calls.

If you want to communicate with a TTY/TDD user you can with the help of Bell Relay Operators.

* TTY Telecommunication devices for deaf/teletype machines only.


IP Relay service (by Internet)  

IP Relay service is the next generation of relay service in Canada. It uses the familiarity of online chat applications to make communication easier for deaf, deafened and hard of hearing people and those with speech disabilities.

IP Relay users connect to specially trained operators through chat sessions in the IP Relay portal. The operators place phone calls on their behalf and facilitate conversations.

More information
Registration online or send an email to

IP Relay service is a free service available to all NorthernTel phone subscribers. You must have a valid wireline phone number with NorthernTel or with another provider on NorthernTel territory to subscribe to IP Relay service.

IP Relay service is similar to Bell Relay Service but has important differences which may affect the way you use it.

To register for the IP Relay service, email us or call our Customer service at 1 800-855-0511.

Accessibility services: IP Relay Service Limitations  

Availability Limitations:

Important 9-1-1 Limitations:

Operator assistance for TTY users

This service is available to the person with a functional limitation that prevents it from dialing a phone number, but who can dial “0” to reach the operator by mentioning “special”. The operator dials for this person and offers also free the 411 service. If it’s a long distance call, billing for this call is at the same rate as an automatic long distance call.

To benefit from this service, please call free at 1-800-855-0511.

To obtain this service for free, you must first obtain directory assistance charge exemption. The call must be made from your residence.


Directory Assistance charge exemption (people unable to use directory)     

Customers with disabilities that prevent them from using a directory may be eligible for NorthernTel’s no-charge directory assistance option. This option only applies to directory assistance calls placed from the customer's residence or business line. To qualify, customers must provide a letter of recommendation from a physician or representative advocacy group indicating that they are not in a position to use a directory.

To apply for this exemption, please contact one of NorthernTel Customer Service representatives at 1-800-360-8555.


50% reduction for long distance     

Customer who must use a TTY to communicate are entitled to a 50% reduction on long distance calls within Canada and billed to their phone number.

Eligible calls

NOTE: The minimum charge per call applies.

Non-eligible calls

Applications for registration to receive the 50% discount are available from the NorthernTel Business Office: 1-800-360-8555


Alternate bill format    

Upon request, bills and several bill inserts are available in an alternate format to persons who are blind. Information on the rates, terms and conditions of NorthernTel retail telecommunications services are also available in alternate formats.

For more information or to request alternate formats please contact us at NorthernTel Customer Service: 1-800-360-8555.


Specialized Equipment for Customers with Disabilities       

There are a number of dealer locations which can provide you with special telephones and accessories to assist those customers with disabilities. Contact our Special Needs representative at 1-800-360-8555 to discuss any particular situation.