WEBVTT

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Hello! This is DeafDots,
26 September 2025.

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Bringing alerts & news reports at
intervals for all Deaf Canadians.

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Don’t forget to subscribe,
like, and follow

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DeafDots to get new video updates!

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One customer complained to Royal Bank
of Canada (RBC) last February

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after not being able to talk to RBC
through Canada VRS. Another customer

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complained at the end of 2024 when
she lost her pin code and needed

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to get a new one. Another
customer was asked in August

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for a "VRS ID number" and they
wouldn't take the VRS call without it.

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He asked, "you mean Interpreter ID number?"
RBC replied no, VRS ID number.

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As more Deaf people
complained on social media,

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Canada Deaf Grassroots Movement (CDGM)
decided to get involved.

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You know hearing people call banks. How
do banks confirm that it is their

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customer calling them through their voice?
There are many people out there.

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They usually send text with the pin
code number which the caller sees

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on their mobile and gives the code number
to confirm that it's the right person.

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Why can't Deaf callers do the same?
Send them a text and to confirm

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then the VRS caller tells them it's Kim.
What's wrong with that?

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Extend the same measure to both.

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[DAWN]: One Deaf customer is
Richard Martel in Falmouth, NS

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who has been an RBC
customer for about 10 years.

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I complained to RBC last February.
I contacted RBC to see the letter

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on my VISA in the system. I got through
on VRS and they said they can't answer

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the call through VRS; it must be
through their 1-800 number.

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I was taken aback so I called
1-800 and waited and waited.

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I gave up and called back and
said it must be through VRS.

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They refused. That was it.
I sent in my complaint.

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[DAWN]: Another Deaf customer
is Lisa Cashin in Ontario

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who has been an RBC customer
for more than 20 years.

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I struggled to use VRS after I lost
my pin number for online access

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meaning email and online.
They required me to call them.

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But when I called them, they required
a signed form giving RBC permission.

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I needed to call VRS to contact them,
which was a waste of my time,

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but they wouldn't allow me. I haven't
been able to fix my online access

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to my bank account. Either
I call directly which I can’t or

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ask my husband who has
access to the same account.

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It's been a struggle, and
I'm fed up and have given up.

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[DAWN]: Another customer
is Brian Foran in Nova Scotia

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who has been an RBC
customer for nearly 40 years.

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I am experiencing problems with RBC
lately. In the past all was good,

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I would contact through VRS
fine and have conversations.

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They have interpreters ready. Lately,
however, I have been frustrated

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with obstacles with VRS access. They
wouldn't accept my call saying they

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must have my "VRS ID number".
That puzzled me. What ID number?

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They go off on tangents. Depending on which
person answered the call at RBC.

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Some didn't understand, some understood.
Confusing and inconsistent access.

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[DAWN]: Brian shared in a vlog posted
on Facebook of an incident he experienced

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when making an appointment on RBC's
website to meet with a financial consultant.

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He called the general main number to ask
for an interpreter and they gave him

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a phone number that turned out to
be a TTY number. When they arrived

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for their appointment, no interpreter
or VRI was arranged. In researching

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RBC’s accessibility record, DeafDots
came across an RBC announcement made

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on August 26, 2016 claiming to
be the first financial institution

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in North America to offer American Sign Language
to its clients through this video app.

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I want to give you an important
update about our conversations

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with Royal Bank of Canada (RBC)
about accessibility for Deaf,

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Deaf Indigenous, Hard of Hearing, and
DeafBlind (DDIHHDB) customers.

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In February, CDGM sent a letter to
RBC asking them to remove barriers

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for DDIHHDB customers. What did we
ask for? Accept Video Relay Service (VRS)

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calls without needing any special
paperwork or forms. Provide Video Remote

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Interpreting (VRI) at RBC bank
branches for in-person services.

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Train their customer service staff
on how to communicate with DDIHHDB

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people using relay services, interpreters,
or other communication methods.

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Good news! RBC replied to us last Monday,
March 3rd! They said they agree

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there are barriers and want to improve
accessibility. They promised to:

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Review their VRS process and
maybe remove extra paperwork.

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Offer better ASL/LSQ interpretation
for both phone and in-person banking.

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Give training to their staff about accessibility.
Work with CAV-SRV Canada VRS

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to better understand VRS users' needs.
BUT… We still have questions:

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When will these changes happen? Will RBC
follow other banks like TD, BMO, CIBC,

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and Scotiabank that already accept VRS
without paperwork? Will RBC hire Deaf,

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Hard of Hearing, or DeafBlind
representatives to help improve accessibility?

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Will they create a DDIHHDB
advisory panel with CDGM and

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other organizations to give feedback?

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The last letter I received, RBC
wouldn't budge. They must have

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a signed consent form agreeing
to the use of a third party.

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I refused to use a third party.
I contacted Jeffrey Beatty to discuss it.

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He said he would follow up. I haven't
heard since then what is happening.

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[DAWN]: Are you satisfied
with RBC’s response?

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CDGM welcomes RBC’s decision to remove
the consent form requirement for VRS users.

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This was a clear accessibility
barrier, and its removal is a step

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in the right direction for any RBC
customer. However, satisfaction

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will depend on how well RBC implements
the new process in practice.

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Accessibility policies are only effective
if frontline staff are properly

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trained and Deaf customers
have a seamless experience.

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It is something we need
to watch going forward.

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[DAWN]: DeafDots contacted RBC and
after emails with RBC’s Director of Communications

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for its Personal Banking & Commercial
Banking division and extending deadline

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for their video responses twice, received
an email declining the “opportunity

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to provide a video of a spokesperson” after
DeafDots said they could not include

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video response signed by an ASL interpreter
alone without any RBC representative.

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Does CAV-SRV (Canada VRS) still suggest
use of third-party consent forms

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or if they recommend another
approach i.e. sensitivity training

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for their call center employees
or setting up dedicated

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VRS number at the bank
for their Deaf clients?

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Yes, CAV encourages banks and
other essential service providers

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to set up their own dedicated
VRS numbers so Deaf and

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hard of hearing clients can connect
with them directly and more easily.

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Each organization has their
own ways to establish it,

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but our main goal is to make sure
that VRS calls are always accepted.

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The outdated “consent to disclosure
personal information”

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form is no longer in use and has
been removed from our website.

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VRS calls are already safe and
confidential, so no additional

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forms are necessary. We have
been working with banks and

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other service providers to
help them build training and

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best practice resources. This includes
offering guidance materials,

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sharing feedback on their services,
and supporting them in improving

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access for Deaf clients. We’re also
developing new training documents

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to add even more support.
We are currently working

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with the Royal Bank of Canada
(RBC) to ensure they

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have our guidance on best
practices and support.

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CDGM will continue monitoring feedback
from our members in the Deaf community

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and documenting both progress and
challenges. We will share this information

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directly with RBC, CAV, and the CRTC
to ensure that systemic issues

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are addressed. Our role is to advocate,
educate, and hold them accountable

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to make sure that Deaf, DeafBlind, Hard of Hearing,
and Deaf Indigenous Canadians

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have equal access to banking and our
communication needs which is VRS.

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[DAWN]: The Sir James Whitney
School for the Deaf in Belleville,

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Ontario celebrated its 155th year.

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Robyn Mackie, our DeafDots
reporter, tells us more about it.

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[ROBYN]: The City of Belleville
posted a photo and

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announcement of a new ASL
fingerspelling sign for “Belleville”

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during celebrations of Sir James
Whitney School for the Deaf

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in Belleville hosted by the OSD-SJW
Alumni Association on August 1-3.

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The school was founded in 1870. I asked
Janice Drake what led to the idea

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to create this ASL fingerspelling
signage for the word “Belleville”?

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Before I became chairperson of the reunion,
in 2018 while visiting a friend

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in Frederick, MD we were walking when
we noticed signage spelling "Frederick".

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I thought it was cool and came up
with the idea and wrote a letter

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to the Mayor of the City of Belleville
asking how he intended

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to contribute to the 150th
anniversary, which was in 2020.

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The mayor loved the idea
and said let's get together.

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We discussed and explored where to find
the money then COVID-19 came up.

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Everything fell apart
and it was cancelled.

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[ROBYN]: And how did you
bring the idea back again?

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Around spring 2022 we brought this up
again and contacted the City of Belleville.

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They expected us to proceed
with fundraising and design.

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So, they gave the responsibility
back to us. I myself, as Chairperson

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for the reunion, contacted OSD-SJW
Alumni Association and shared my idea.

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They said yes and supported
my idea. They sent a letter of support.

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I then contacted Leah Riddell
for support and to get involved.

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She agreed and is herself an alumnus
and an artist. We worked together

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and it moved along. At that time
my confidence with the city had dropped

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but with Leah, our energy
carried us. What's more, Nicole,

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who just started in the Accessibility
position, joined us

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which motivated us even more
to make our dreams happen.

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Did you work with the City
of Belleville on this project?

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I see that the city promoted the signage
being launched during the alumni reunion.

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Yes, the City of Belleville gave lots
of support to the OSD-SJD reunion itself,

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not only Belleville providing in-kind of all sorts.
They contacted a manufacturer

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and showed us a rendering. We replied
we didn't want that. We wanted durable,

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strong, permanent signage. They contacted
the committee who was hosting

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the annual Festival of Lights
about it. They liked our idea,

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wanted to support it and
contributed money to proceed.

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We were surprised and amazed.
That sign is Leah's design. Wow!

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That committee allowed us to
put up the signage temporarily

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on the SJW campus for our reunion event
which surprised everyone. It's temporary.

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[ROBYN]: How did people respond
to the sign? What kind of comments?

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You mentioned it being the first
"ASL fingerspelling city

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landmark of its kind in all of Canada"?

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During our reunion on Saturday,
August 2 there was a gathering of people

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who were surprised to see the signage.
It actually happened, and

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they showed appreciation and thought it
was lovely and visual with its glitter.

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People on Facebook responded
positively, residents of Belleville asked

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why money was spent on it and for what?
Apart from it, two Councillors

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attended with an interpreter and
were excited. It was an introduction,

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and it was posted on Facebook.
Really overall the alumni,

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staff and friends took pride
in an ASL sign being on the map.

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Oh, is that all? Not yet,
we will continue. I have to thank Leah

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for her creativity and planning.
Yes, it's the first ASL fingerspelling

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for a city landmark across
Canada! The only one!

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[ROBYN]: I see that you launched
a fundraising campaign on GoFundMe

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with the goal to raise $90,000.
What would this money be used for?

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The Hands in Commemoration
committee which I lead has developed and

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raised funds so that we could
use metal in the sign. We wanted

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to raise awareness on the importance
of the ASL celebration of Deaf

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culture being vibrant and local history...
155 years. I was originally

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involved with the 2025 OSD-SJD
alumni association who supported

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our progress doing B E L L E V I L L E
in large size and ASL

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made of metal with lighting. That was
a powerful display of accessibility,

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identity and inclusion within
the sign. The strength of Belleville

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was shown to the Deaf community,
sharing and commitment in language

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and connecting. Why this matters really
is Deaf History in this municipality,

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the story from students and families
relating to Sir James Whitney School

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for the Deaf and passing along its
heritage as Deaf individuals to

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mark Belleville's 155th. Installation
of the sign was a big honor.

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But not only the Deaf community,
also everyone. What the signage

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demonstrates is enlightenment
in conversation and seeing language,

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culture and communication,
and inviting them to learn visually

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in ASL in daily life. Setting up at the
school and for visitors walking by

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and residents presenting enormous
influence for inclusion and

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pride in a public space. That increased
awareness started as an art

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project with the City of Belleville,
John Parrott Art Gallery and

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Quinte Arts Council makes it possible
to show as a Deaf-Friendly

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art exhibit from September
to October called "DE'VIA" -

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Deaf Visual Imagination Art - works
to help the Community understand,

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increase awareness and open their hearts
and minds of our lived experiences

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in the Deaf community, give
exciting public support. By raising

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funds with the City's support, we ask
for your help and contributions

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to the Belleville sign to maintain
its lasting installation day and

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night at Zwick's Island Park where
students and staff always went

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for different purposes. That area
is safer for a permanent lighted

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sign with the City
of Belleville's involvement.

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[ROBYN]: Now that the reunion is over, 
what are plans for this signage?

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The temporary Belleville
lighted sign would go to a park,

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the Jane Forrester Park in November
and would be lighted during

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the Festival of Lights. We need
your support to set up a permanent

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and durable metallic sign with
a commemoration ceremony to become

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something for Belleville to
be proud of for generations to come.

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[ROBYN]: They hope the ASL
fingerspelling sign is not for use

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just one time but to
continue displaying it onwards.

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[DAWN]: This is a great idea.

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Maybe other Deaf communities across Canada
should create more ASL fingerspelling signs!

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[DAWN]: The Commissioners
of the Canadian Radio television and

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Telecommunications Commission (CRTC)
which regulates Video Relay Service

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mentioned in their "Review of Video
Relay Services" final report

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last February that Canada VRS will
or should distribute the Embrava

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visual alert to inform users
of incoming VRS calls.

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DeafDots contacted
Canada VRS to get an update.

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Last February 2025, CRTC announced
among its new requirements

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to improve VRS in Canada. CAV
is working to make sure it meets

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all new requirements. One of these
requirements they mentioned

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is the use of Embrava visual alerts
to make sure Deaf VRS users

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are notified of incoming calls.
They mentioned “Embrava”,

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the brand-name company that
currently has an alert that works

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with the current VRS platform.
Right now, CAV is committed

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to removing barriers to
accessing VRS. Right now,

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CAV is in the Request
for Proposal (RFP) process to see

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what VRS technology platforms
are out there. Should we continue

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with the current VRS platform,
or switch. This process is expected

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to be completed next year, in 2026.
At that time once the platform

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has been decided, CAV will work
with the selected provider

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to ensure a compatible external
light alert device is available

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for registered users. We’ll run quality
tests to make sure the alert

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works well with the platform.
Once this is confirmed,

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we should have more information to
share updates with our VRS users.

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This fall, CAV will release
a request for proposals (RFP).

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What is the purpose? The VRS
platform has different components

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which I want to review, our
current VRS platform we need

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to determine whether to keep
or replace it. CAV is committed

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to excellence, and we aim
to enhance the VRS experience

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for Deaf Canadians. Technology
has changed so how

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do we keep ahead?
The standard must be elevated.

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00:33:17.473 --> 00:33:18.080


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00:33:18.474 --> 00:33:26.854
[DAWN]: Many Deaf organizations and
Deaf Canadians submitted comments

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related to the unreliability,
limitations and incompatibilities

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of the current CAV platform.
It is apparent that both CRTC and CAV

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acknowledge these common concerns which
has led to the RFP on the VRS platform.

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[DAWN]: This month September
is a special month for DeafDots.

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We launched DeafDots in September
2020 during the COVID-19 pandemic.

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Our goal at that time was to provide
information on developments

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00:34:59.060 --> 00:35:08.810
and activities that impact Deaf people.
At that time Deaf Canadians

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00:35:08.810 --> 00:35:13.792
were upset with lack of accessibility
to urgent TV and internet

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00:35:13.792 --> 00:35:21.182
news reports about COVID. DeafDots
is the only ASL information program

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00:35:21.182 --> 00:35:28.571
to report on a regular basis. Our
team research, interviews and

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00:35:28.571 --> 00:35:34.907
writes scripts for our Signers
to record stories then send

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00:35:34.907 --> 00:35:41.315
to the Video Editor, Captioner
and Internet Coordinator.

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00:35:41.315 --> 00:35:45.213
This is a huge team effort!

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00:35:45.213 --> 00:36:08.793


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[DAWN]: This month marks our 5th year!

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00:37:07.209 --> 00:37:19.362
This DeafDots program is our 97th episode
and we have done over 380 stories.

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00:37:19.362 --> 00:37:23.996
We have had some people join
and leave the DeafDots team,

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00:37:23.996 --> 00:37:34.106
but we must thank everyone who worked over
the past 5 years towards the DeafDots goal!

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00:37:34.106 --> 00:37:38.996
Each of you makes a difference!

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00:37:38.996 --> 00:38:07.193


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00:39:50.026 --> 00:40:01.408
[DAWN]: DeafDots relies solely
on donations and sponsorships to

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00:40:01.408 --> 00:40:10.216
produce each news program.
If you enjoy watching DeafDots,

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00:40:10.216 --> 00:40:15.818
we are collaborating
with CanadaHelps where you can

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00:40:15.818 --> 00:40:19.481
make your contributions
and support our work.

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00:40:19.481 --> 00:40:26.927


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00:40:28.175 --> 00:40:40.862
[DAWN]: DeafDots has a current job
position opening for a News Writer

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00:40:40.862 --> 00:40:49.085
to find stories, develop outlines and
questions, research and identify

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00:40:49.085 --> 00:40:56.641
the right people to record video
responses and write news scripts.

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00:40:56.641 --> 00:41:06.802
Please contact DeafDots if you are interested
or know someone who may be interested.

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00:41:06.802 --> 00:41:15.742
Thank You to the following people
who volunteered and contributed

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00:41:15.742 --> 00:41:21.414
to DeafDots in the past, and some
continue to contribute to the present.

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00:41:21.414 --> 00:41:29.056


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00:41:29.056 --> 00:41:40.467
[DAWN]: We also thanks those who
made donations over the last five years

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00:41:40.467 --> 00:41:49.291
and would appreciate your support
for DeafDots by contributing.

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00:41:49.291 --> 00:42:00.949
Thank you for watching DeafDots and
feel free to contact us at news@deafdots.ca

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00:42:00.949 --> 00:42:07.411
with any questions, news ideas
or arrange your donation.

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00:42:07.411 --> 00:42:14.788
Support DeafDots so
we can continue to operate!

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00:42:14.788 --> 00:42:23.179
Don’t forget to subscribe,
like, and follow

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00:42:23.179 --> 00:42:26.563
DeafDots to get
new video updates!

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00:42:26.563 --> 00:42:29.753


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00:42:29.753 --> 00:42:32.943