Canada

Cogent Canada, Inc.

220 Yonge Street
Suite 211
Toronto, ON M5B 2H1
CANADA
Office: 1-416-860-8080
Visit Customer Support Desk

Notice concerning Suicide Prevention Service in Canada:

988 9-8-8 is for anyone who is thinking about suicide, or who is worried about someone they know. Connect to a responder to get help without judgement. Call or text 9-8-8 toll-free, anytime for support in English or French. For more information, visit https://988.ca.

Complaints:

If Cogent’s customer service desk has not concluded the resolution of an issue, Canadian customers who would like to make a complaint to management may do so using the e-mail below. To facilitate identification and internal research you should add your Canadian customer account number or Cogent Order ID after the text in the subject line.

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Commission for Complaints for Telecom-television Services (CCTS) CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you.

To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687 or TTY 1-844-713-3010.

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Accessibility Progress Report

General

Cogent Canada Inc. (“Cogent Canada” or the “company”) is committed to providing a barrier-free environment for all stakeholders, including wholesale customers, employees, job applicants, suppliers, and any visitors who enter the premises, access information provided by the company, or use the company’s goods and services. Cogent Canada notes that it does not have consumer retail customers.

This progress report contains details of the company’s policies, practices, and services in relation to the identification and removal of barriers. This plan is also used to establish prevention measures against new barriers emerging to ensure a barrier-free environment at the company.

This progress report is offered in any of the following formats upon request:

  • Print; and
  • Electronic.

Copies of the report in large print and audio formats are planned and will be posted as available within 2026.

The company welcomes any feedback from employees. Any feedback or questions regarding this plan or requests for copies of the progress report in an alternative format can be addressed to the following designated company representative:

Ried Zulager, Company Secretary

202-295-4274

2450 N St., NW

Washington, DC 20037

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or

Neli Rego

Neli Rego

Assistant Director, Human Resources

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Feedback can be provided anonymously if desired. Feedback can be received in the following formats:

  • Telephone;
  • E-mail;
  • Mail.

Employment

As part of a global network of companies with an already multi-lingual and multi-cultural staff, Cogent Canada understands that a diverse workplace, including accommodations for employees and candidates for employment, contributes to a dynamic workplace culture. The company is also realistic that there will always be areas of improvement and accommodation for employees as circumstances arise. The company, through its Human Resources management team, continuously assess requests for accommodation to employee needs. These are generally handled as the issues arise and to the extent practical for the company to meet the accommodation.

The company has implemented the following policies, programs, practices, and services to identify, remove, and prevent new and existing barriers in relation to employment:

  • Where necessary, accommodations are being made throughout the employment lifecycle, including requests made at the recruitment stage;
  • To the extent practicable, training and development programs provided will consider an employee’s barriers and abilities, and are provided in alternative formats.

While remaining realist that not all accessibility barriers can be eliminated for everyone, the company remains committed to addressing accommodations to employment of all candidates and employees as circumstances arise. After an initial review of the policies, programs, practices, and services, the following principal barriers were identified that continue to exist in employment at the company:

  • Cogent Canada understands that improving workplace accessibility and ensuring an accessible recruitment and selection process for applicants with disabilities can contribute to an environment where everyone can thrive. The company makes every effort to identify, remove, and prevent barriers by developing inclusive employment procedures that support persons with disabilities. Where necessary, accommodations are made during the recruitment and selection stages, and throughout an individual’s employment. To date, there have been two primary accommodation requests from employees and new hire candidates:
  • The company accommodates temporary work from home arrangements, primarily related to short-term medical requirements.
  • The company supports ergonomic work station set-ups (i.e. stand-up desk, or desk risers, ergonomic keyboards/mouse, ergo chairs)

The company will take the following actions in the short term to address these identified barriers, to be achieved in twelve months after this plan is published:

  • Cogent Canada management will review existing and potential training materials to identify the possibility of augmenting them to highlight accessibility and accommodation awareness within the company.
  • Cogent Canada’s recruitment team will review its awareness to ensure that candidates for employment should be afforded accessibility and accommodation to the extent practicable for any hiring fairs and similar events.

The company will take the following actions in the long term to address these identified barriers, that will take one to three years or more to achieve after this plan is published:

  • Cogent Canada is committed to fostering a welcoming and supportive environment where everyone can thrive and is aligned with our culture, values and operating norms;
  • Cogent Canada is an equal opportunity employer to all, including protected veterans and individuals with disabilities.
  • Cogent Canada’s strategic priorities include an inclusive approach for all employment levels and stages in regard to inclusivity.

The Building Environment

Realizing that Cogent Canada is primarily a lessee of office and communications facilities space, and does not always have the right to modify premises without the consent of a landlord, the company will make good faith efforts to work with landlords to ensure that elements of the building environment, including building interiors and exteriors, are designed to facilitate barrier-free access to goods or services.

The company remains committed to addressing existing barriers and preventing new barriers in the built environment. After a thorough review of the policies, programs, practices, and services, and through feedback and consultations, the following barriers were identified that continue to exist in the built environment at the company:

  • None have been reported. Cogent Canada will make good faith efforts to address any barriers as they are requested or discovered.

The company will take the following actions in the short term to address these identified barriers, to be achieved after this plan is published:

  • None have been reported. Cogent Canada will make good faith efforts to address any barriers as they are requested or discovered.

The company will take the following actions in the long term to address these identified barriers.

  • Cogent Canada will make good faith efforts to address barriers at the time Cogent Canada discovers any existing barriers.

Information and Communication Technologies (ICT)

Cogent Canada understands that communication to and with the company is vital to an individual’s access to the company’s goods or services. The company has implemented the following information and communication technologies to allow individuals to communicate with the company:

  • Accessible formats including: print and electronic; and to the extent practicable given software and development capacity, will work to develop large print and audio format of frequently used tools and sites.

To encourage development toward these goals, the company plans to implement the following policies, programs, practices, and services to identify, remove, and prevent new and existing barriers in relation to information and communication technology:

  • Upon request, Cogent Canada provides or arranges for accessible formats and communication support for employees and applicants, and for the wholesale customers accessing the company’s data transit service. Such accessible formats and communication supports will be provided at no additional cost and in as practicable a manner possible;
  • Cogent Canada consults with individuals to determine the specific barrier and the optimal way to provide support;
  • Cogent Canada’s strategic priorities include an inclusive approach at all stages of the employee life cycle;

The company remains committed to addressing existing barriers and preventing new barriers in relation to information and communication technologies. After an initial review of the policies, programs, practices, and services, and through feedback and consultations, the following barriers were identified that continue to exist in relation to information and communication technologies at the company:

  • None have been identified at this time. Cogent Canada will make good faith efforts to address any barriers that arise in this context.

The company will take the following actions in the short term to address these identified barriers, to be achieved in twelve months after this progress plan is published:

  • Cogent Canada will make good faith efforts to address barriers at the time Cogent Canada discovers any existing barriers.

Communication Other Than ICT

Cogent Canada understands that communication to and with the company can take many forms and requires a variety of options to be inclusive of all individuals. The company has available a language assist service to facilitate communications with customers of the wholesale IP data transit service. This includes over 200 languages available for simultaneous translation via a service vendor:

Language Line Solutions. This language service includes sign language translation using an application in the language vendor’s site. However, while the company has sign language availability, it will note that in over 25 years of operation, neither Cogent Canada nor any of its global affiliates have had a single request for any sign language communications from one of its wholesale customers. Accordingly, the company does not currently perceive that sign language is a priority into which it should proactively divert limited resources.

The Procurement of Services

Cogent Canada is committed to ensuring that potential wholesale customers of its IP data transit service can obtain information about the company’s services. Contracts and communications are conducted almost exclusively by e-mail with limited telephone follow-up. The company emphasizes for the record that it does not provide services to general retail consumers.

Services and Facilities

Cogent Canada is committed to making good faith efforts to ensure that all of its services and facilities are accessible to all individuals. Realizing that Cogent Canada is primarily a lessee of office and communications facilities space, and does not always have the right to modify premises without the consent of a landlord, the company will make good faith efforts to work with landlords to ensure that elements of the building environment, including building interiors and exteriors, are designed to facilitate barrier-free access to goods or services.

The Design and Delivery of Services

Cogent Canada is committed to ensuring that all its services are designed in a manner accessible to all of its wholesale customers. The company has implemented the following methods to facilitate accessibility:

  • Cogent Canada reviews and will continue to review the principles of the Accessible Canada Act periodically to ensure it is guided by those principles.

Transportation

Cogent Canada strives to ensure accessible transportation services are available for persons with a disability, including building and facility access as noted in this report.

Consultations

Cogent Canada recognizes that persons with disabilities are equal participants in all areas of life. The company is guided by the recognized principles of the Accessible Canada Act:

  • All persons must be treated with dignity regardless of their disabilities;
  • All persons must have the same opportunity to make for themselves the lives that they can and want to have regardless of their disabilities;
  • All persons must have barrier-free access to full and equal participation in society, regardless of their disabilities;
  • All persons must have meaningful options and be free to make their own choices, with support if they desire, regardless of their disabilities;
  • Policies, programs, services, and structures must take into account the disabilities of persons, the different ways that persons interact with their environments, and the multiple and intersecting forms of marginalization and discrimination persons face;
  • Persons with disabilities must be involved in the development and design of policies, programs, services, and structures; and
  • The development and revision of accessibility standards and the making of regulations must be done with the objective of achieving the highest level of accessibility for persons with disabilities.

The company will take the following actions to address any identified barriers, to be achieved in twelve months after the company discovers potential barriers during a consultation:

  • Cogent Canada will make good faith efforts to address barriers at the time the company discovers any existing barriers. None have been identified at this time.

Industry-Specific Requirements

Cogent Canada is regulated under the Broadcasting Act, Telecommunications Act and meets all industry requirements.

The company has implemented the following policies, programs, practices, and services to identify, remove, and prevent new and existing barriers in relation to these areas:

  • None have been identified at this time. Cogent Canada will make good faith efforts to address any barriers that arise in this context.

The company remains committed to addressing existing barriers and preventing new barriers in relation to these specific areas. After an initial review of the policies, programs, practices, and services, and through feedback and consultations, the following barriers were identified that continue to exist in relation to the company’s specific obligations under the (Broadcasting Act, Telecommunications Act, or Canada Transportation Act):

  • None have been identified at this time. Cogent Canada will make good faith efforts to address any barriers that arise in this context.

Feedback

  • Cogent Canada has not received any Accessibility feedback or requests in the last twelve months.

Training

Cogent Canada understands the importance of ensuring all staff are trained to understand, protect, and deliver access to the company’s goods and services to persons with disabilities. Staff receive ongoing training to ensure up-to-date compliance with the laws, regulations, and social expectations regarding accessibility for persons with disabilities.

The company has implemented accessibility training to its employees to address and prevent new and existing barriers throughout the organization. This includes:

  • Cogent Canada makes information about the Canada Labor Code available to employees through posted copies of the legislation, the company’s employee handbook and other intra-office HR materials.
  • Cogent Canada, through its HR educational platform, held multiple educational modules about discrimination and workplace bias that all employees must complete.

The company remains committed to continually addressing existing barriers and preventing new barriers. After a thorough review of the company’s accessibility training documents, and through feedback and consultations, the following barriers were identified:

  • None have been identified at this time. Cogent Canada will make good faith efforts to address any barriers that arise in this context.

Budget and Resources

Cogent Canada will continue to work to identify and remove barriers, and prevent new barriers, for persons with disabilities as they relate to employment, communication, the built environment, and transportation at the company.

  • The company will allocate the necessary budget for accessibility improvements as applicable. No outstanding needs have been identified at this time. Cogent Canada will make good faith efforts to address any barriers that arise in this context.

Glossary

Barrier: Anything physical, architectural, technological, or attitudinal, anything that is based on information or communications, or anything that is the result of a policy or a practice that hinders the full and equal participation in society of a person with an impairment, including a physical, mental, intellectual, cognitive, learning, communication, or sensory impairment, or a functional limitation.

Disability: Any impairment, including a physical, mental, intellectual, cognitive, learning, communication, and sensory impairment, or functional limitation that is either permanent, temporary, or episodic in nature. It can be evident or not in interaction with a barrier to hinder a person’s full and equal participation in society.

Date: 1 June, 2026

Accessibility Progress report completed by: Ried Zulager, Company Secretary

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