What is Accessibility?
Lucky Mobile provides options to customers who self-identify with a disability that prevents them from completing daily tasks easily to help them get the most out of their mobile service. These include visual, hearing, cognitive, speech or physical impairments.
Accessibility Plan
Created in consultation with persons with disabilities, our Accessibility Plan outlines the actions we plan to take to identify, remove, and prevent barriers to accessibility.
View Accessibility PlanWho can get accessibility services?
Any customer with accessibility needs.
How can you get accessibility services?
You can learn more about the various accessibility options below.
For specific accessibility features of a device you brought to Lucky Mobile, please reference your device user manual.
If you would like to add or change an Accessibility service on your account, contact the Care team at 1 833-88-LUCKY (1 833-885-8259) and ask for the Accessibility services centre. You can also contact the Accessibility Services Centre at accessibility@luckymobile.ca.
Services Available
Text with 9-1-1
When you dial 9-1-1, the 9-1-1 call centre is notified that they need to communicate with you using text (SMS) instead of voice. The 9-1-1 call centre will then initiate text messaging with you to address the emergency.
Call Display
With Call Display, the name of the person calling appears on your phone screen, so you can see who’s calling (and decide if you want to answer or not).
Directory Assistance
If you're visually impaired, you can contact 411 and request to be connected to the number you're looking for. A $2.49 connection fee will be deducted directly from your balance.
Extended trial period
Lucky Mobile customers with self-identified accessibility needs are eligible for an extended trial period when purchasing wireless service.
Message Relay Services (MRS)
Lucky Mobile currently offers two types of message relay services (MRS): Teletypewriter (TTY) relay service and Internet protocol (IP) relay service.
Message relay services enable people with a hearing or speech disability to make and receive telephone calls via text with the assistance of a relay operator. In an MRS call, the relay operator communicates with the person who has a hearing or speech disability via text and with the other party via voice.
Teletypewriter (TTY) Relay Service
The Lucky Mobile TTY Relay service supports communication by phone between hearing people and people who are deaf, deafened, hard of hearing, or those with speech disabilities. Professionally trained operators act as intermediaries to facilitate the call. Lucky Mobile Relay operators are available 24 hours a day, 7 days a week.
Calls placed through the Lucky Mobile Relay service are also entirely confidential. Lucky Mobile Relay operators follow a strict code of ethics. No record of conversation content is retained.
IP Relay Service
IP Relay enables deaf, hard of hearing or speech-impaired (DHHSI) individuals to place and receive text-based relay calls from their personal computer (PC) and/or mobile device. An IP Relay operator will connect an IP Relay caller to a voice party. All calls are strictly confidential. All you need to use Lucky Mobile IP Relay is a PC and/or mobile device with an Internet connection.
Video Relay Service
Video Relay Service (VRS) is a free service provided by Canada VRS that helps people who use sign language to communicate with voice telephone users. VRS callers are connected by video with a sign language interpreter who provides real time interpretation for telephone calls.
Lucky Mobile customers using VRS on a mobile network within Canada will not be charged for data associated with using VRS.
Important: Please be aware that there are 9-1-1 limitations associated with VRS. Visit the Canada VRS website for important information about these limitations and how VRS works with 9-1-1.
To register and learn more about VRS, visit Canada VRS’ website.
Your rights as a wireless consumer
Learn more about how the wireless code establishes basic rights for all wireless customers. For videos describing terminology commonly used in wireless contracts, click here.
Videos are presented in American Sign Language (ASL). The videos describing terminology also have English captions and an audio voice over track.
Lucky Mobile Phones Accessibility Features
Lucky Mobile phones offer a variety of features – like talk to text, speaker phone, predictive text input, voice dialling and more. For specific accessibility features of a phone you brought to Lucky Mobile please reference your user manual.
| Phone | Accessibility Features |
|---|---|
| Alcatel 1 |
Accessibility: Hard of Hearing
|
| Alcatel Go Flip |
Accessibility: Hard of Hearing
|
| Alcatel U50 |
Accessibility: Hard of Hearing
|
| LG K4 2017 |
Accessibility: Hard of Hearing
|
| Moto E5 Play |
Accessibility: Hard of Hearing
|
| ZTE Axon 7 Mini |
Accessibility: Hard of Hearing
|
| ZTE Z557 |
Accessibility: Hard of Hearing
|
Give us your accessibility feedback
Your feedback is important to us. The best and fastest way to submit feedback on accessibility topics is to complete our short online form. However, you can contact us using any of the methods below.
Examples of feedback related to accessibility might include topics like closed captioning, in-store ramps and handrails, screen reader functionality and more.
Request an alternate format of our Accessibility Plan or our feedback process
To request a description of our accessibility feedback process or a copy of Our Accessibility Plan in an alternate format, you can use our online form or any of the contact methods below. Available formats include: print, large print, braille, audio, electronic format, or other agreed-upon formats.
Use our accessibility feedback online form
By email
By chat
Provide feedback in our community forum
Visit a Lucky Mobile store
By mail
P.O. Box 8787 Downtown Station
Montréal, QC H3C 4R5
By phone
Provide feedback through the Lucky Mobile My Account app
Select social channels such as:
You can submit your feedback anonymously. However, we may be able to better serve you if you provide your name, phone number, province and other details. We will acknowledge receipt of all feedback, except for feedback provided anonymously.
By contacting us, you agree to the collection, use and storage of your personal information provided to us for the purposes of responding to you and improving our services.
The designated person responsible for receiving accessibility feedback is the Vice President, Customer Operations, Care.
This webpage is compliant with Level AA of the Web Content Accessibility Guidelines (WCAG).
