Privacy Policy

Please note: As of March 10, 2020, the following sections have been added to this version of the Privacy Policy.

  • Section 2C. Automated Technologies or Interactions

Introduction

The Canadian Administrator of VRS (“CAV”) is committed to protecting Customers’ privacy and confidentiality in accordance with principles set out in the Personal Information Protection and Electronic Documents Act (“PIPEDA”), and our obligations under applicable privacy law and Canadian Radio-television and Telecommunications Commission (“CRTC”) Telecom Regulatory Policy CRTC 2014-187, as such laws and policies relate to the delivery of the Video Relay Service (“VRS Service” or “Service”).

The “Service” is a telecommunications service that enables people who are Deaf, Hard of Hearing or Speech-Impaired and who use sign language to communicate with voice telephone users. The sign language user connects to a VRS operator using Internet-based videoconferencing. The operator then places a voice telephone call to the other party and relays the conversation from sign language to voice and vice versa.

This Privacy Policy (this “Policy”) explains how CAV collects, uses and discloses Customers’ Personal Information in the course of providing the Service. By registering for the Service, you agree to the terms of this Policy. This Policy covers the following:

This Policy covers the following:

  1. What is Personal Information
  2. What Personal Information does CAV collect
  3. Why does CAV collect Customer’s Personal Information
  4. How does CAV collect Customer’s Personal Information
  5. How does CAV collect Personal Information from Minors
  6. How does CAV use Customer’s Personal Information
  7. When may CAV disclose Customer’s Personal Information
  8. Where Personal Information may be Used or Disclosed Without Consent
  9. How Customers may access or correct their Personal Information
  10. How CAV protects Customer’s Personal Information
  11. Links to other websites
  12. Resolving Customer privacy concerns
  13. Changes to this Privacy Policy

In the delivery of the Service, CAV complies with the following principles set out in Schedule I to PIPEDA:

Principle 4.1 (Accountability) – An organization is responsible for personal information under its control and must designate an individual responsible for compliance with PIPEDA;

Principle 4.2 (Identifying Purposes) – An organization must specify why it is collecting Personal Information, and such purposes must be identified at or before the information is collected;

Principle 4.3 (Consent) – An organization must obtain an individual’s consent for the collection of Personal Information and subsequent use and disclosure;

Principle 4.4 (Limiting Collection) – An organization must limit the collection of information to that which is necessary for the identified purposes;

Principle 4.5 (Limiting Use, Disclosure, and Retention) – An organization must not use or disclose Personal Information for a purpose other than for which it was collected, except with the consent of the individual or where required or permitted by law;

Principle 4.6 (Accuracy) – An organization must ensure that Personal Information it maintains is accurate, complete, and up to date;

Principle 4.7 (Safeguards) – An organization must take appropriate safeguards to protect Personal Information;

Principle 4.8 (Openness) – An organization must be open about its policies and practices;

Principle 4.9 (Individual Access) – An organization must provide individuals with a right of access to their Personal Information, subject to certain restrictions as set out in PIPEDA; and

Principle 4.10 (Challenging Compliance) – An organization must advise individuals of its complaint procedures.

1. What is Personal Information?

“Personal Information” means any information, recorded in any form, about an identifiable individual.

This Policy does not cover business contact information (e.g., name, title, business address) used solely for the business purposes, or aggregated data from which the identity of an individual cannot be determined. CAV retains the right to use business contact information and aggregated data in any way that CAV determines appropriate.

2. What Personal Information does CAV collect?

A. Personal Information collected during the Registration Process

Some examples of the type of information CAV collects from Customers during the registration process to become a user of the Service are:

1. Customer name
2. Customer complete physical address
3. Customer email address
4. Customer birth month and year. For users under the age of majority: if a Customer is under the age of majority, CAV will obtain parental consent prior to collection of their personal information).
5. Password(s) Customer is asked to create in order to use the Service
6. Type and version of the electronic device(s) Customer uses to access the Service
7. Customer’s Assigned VRS number
8. Customer’s selected preferences, such as primary language of Service (English or French), etc.
9. Confirmation of Deaf, Hard of Hearing or Speech-Impaired and use of sign language.

CAV may also collect certain information about Customers’ use of our Service or website when they interact with or use our Service or website, or respond to e-mails, newsletters or promotional or other information communications.

B. Personal Information collected during a VRS Telephone Call

CAV has contractual agreements with third-party sign-language interpreters (“Interpreters”), which obligate the Interpreters to maintain strict confidentiality with respect to the contents of the VRS call, as follows:

    • Interpreters must respect the privacy of the Customers of the Service, hold in strict confidence, and not disclose to any other party, any and all information the interpreter may obtain during the course of providing the Service to users;
    • confidentiality obligations shall survive forever, and the interpreter shall only be released from these obligations with the prior written consent of CAV, when required by law or where, in order to provide consistent quality services, it is necessary to disclose pertinent information to a colleague who is subject to similar confidentiality obligations as contained in the confidentiality agreement with the interpreter; and
    • where it is necessary to exchange pertinent information with a colleague in order to provide consistent quality of service, this shall be done in a manner that protects the Personal Information of the Customers.

CAV shall also obtain appropriate forms of consent from Customers with respect to the Interpreters’ access to the contents of the VRS call.

CAV makes recordings of Call Record Details, such as time, duration, completion status, source number, and destination number. CAV does not make any audio or video recordings of the contents of the VRS calls and will not be collecting any Personal Information Customers may reveal in conversation during a VRS call.

C. Automated Technologies or Interactions

As you interact with our Website, we may automatically collect technical data about your equipment, browsing actions and patterns. We collect this information by using cookies, server logs and other similar technologies. The information is used for website analytics purposes only.

3. Why does CAV collect Personal Information?

CAV only collects Personal Information for purposes that would be considered reasonable in the circumstances and only such information as is required for the purposes of providing the Service. CAV collects Customers’ Personal Information to enable Customers to use the Service and associated purposes, including the following:

  • initiating or providing Customers with the Service and access to the website;
  • providing Customers with ongoing technical support;
  • providing ongoing administration of Customer registration;
  • complying with legal requirements;
  • facilitating 911 calls or other emergencies;
  • detecting, preventing, or otherwise addressing fraud, identity theft, security or other technical issues;
  • protecting the rights, property or safety of CAV, our employees or Customers, or the public, as required or permitted by law; and
  • other purposes consistent with these purposes.

Information regarding Customers’ physical addresses is collected solely for the purposes of facilitating 911 calls.

Information regarding the type of electronic device and software version that Customers use to access the Service is collected for the purpose of enabling CAV to distribute the correct VRS user software to the Customers and provide appropriate customer service, including the distribution of patches and upgrades. In addition, this information is used for the purposes of providing technical support and planning for future software development.

4. How does CAV collect Customers’ Personal Information?

CAV uses only fair and lawful methods to collect Personal Information. Unless permitted by law, no Personal Information is collected, without first obtaining the consent of the individual. Consent may be express or implied as required by the circumstances and applicable laws. CAV may seek additional consent from Customers after Personal Information has been collected where CAV wishes to use or disclose the information for a new or different purpose.

Subject to legal and contractual restrictions, Customers are free to refuse or withdraw their consent at any time upon reasonable, advance notice to CAV. In certain circumstances, the Service can only be offered if Customers provide their Personal Information to CAV. Consequently, if a Customer chooses not to provide us with the required Personal Information, CAV may not be able to offer the Service to said Customer. CAV will inform the Customer of the consequences of the withdrawal of consent.

5. How does CAV collect Personal Information from Minors?

An individual under the legal age of majority (a “Minor”) may use the Service, as long as CAV obtains a Parental/Guardian Consent Form to allow the Minor to use the Service. A written notice of our privacy practices and a Parental/Guardian Consent Form Request may be found on our website or by contacting Customer Service at support@srvcanadavrs.ca. The Consent Form must be signed and returned to CAV by email or regular mail prior to the Minor having access to the Service.

When a Customer registers to use the Service on behalf of their Minor child, in addition to the Personal Information CAV collects from all Customers, CAV collects the Minor’s month and year of birth to determine such time when parental consent is no longer required.

6. How does CAV Use Customers’ Personal Information?

CAV uses Customers’ Personal Information to provide Customers with the Service and the website, and to respond to Customers’ questions. CAV also uses it to provide a better user experience and to continue improving the quality of our products and services. CAV may use Personal Information and other information to communicate with Customers about our Service, including updates or newsletters, or to deliver content that may be of interest to Customers.

CAV also uses the information collected to ensure that our Service and website remain functioning and secure, or to investigate, prevent or act on any illegal activities or violations of our Service Agreements. Our use of Personal Information is limited to the purposes described in this Policy and CAV does not otherwise sell, trade, barter, exchange or disclose for consideration any Personal Information it has obtained.
CAV may use Personal Information to generate aggregate or non-identifying information, which CAV may use and disclose in its sole discretion.

7. When may CAV Disclose Customers’ Personal Information?

CAV may disclose Customers’ Personal Information to:

  • Individuals or organizations who are our advisers or service providers; and
  • Individuals or organizations who are, or may be, involved in maintaining, reviewing and developing our systems, procedures and infrastructure including testing or upgrading our computer systems.
    • Third party service providers or contractors: CAV contracts with third-party Interpreters to provide sign language interpretation required during the provision of the Service. Where CAV transfers Personal Information to service providers or contractors that perform services on our behalf, CAV will require those third parties to use such information solely for the purposes of providing services to CAV or our users, and to have appropriate safeguards for the protection of that Personal Information. Sharing of information with third-party service providers and contractors will occur only after those entities have entered into a confidentiality agreement that:
      1. prohibits them from using, allowing access to, or disclosing Customer Personal Information to any other party (unless required to do so by law);
      2. requires them to have appropriate protections in place to ensure the ongoing confidentiality of Customer’s Personal Information; and
      3. in the case of Interpreters, prohibits them from disclosing the contents of any VRS call.

8. Where Personal Information may be Used or Disclosed Without Consent

There are circumstances where the use and/or disclosure of Personal Information by CAV may be permitted or required without consent. Such circumstances may include, without limitation:

1. where required by law or by order or requirement of a court, administrative agency or governmental tribunal;

2. where CAV believes, upon reasonable grounds, that it is necessary to protect the rights, privacy, safety or property of an identifiable person or group;

3. where it is necessary to permit CAV to pursue available remedies or limit any damages that CAV may sustain;

4. where the information is public as permitted by law;

5. where it is reasonable for the purposes of investigating a breach of an agreement, or actual or suspected illegal activity; or

6. where it is necessary for the purpose of a prospective business transaction as permitted by PIPEDA.

Where required or permitted by applicable privacy law to disclose information without consent, CAV will not disclose more information than is required.

9. How can Customers access or correct any inaccuracies in their Personal Information?

CAV endeavors to ensure that any Personal Information in its control is as accurate, current and as complete as necessary for the purposes for which CAV uses that information. If a Customer advises CAV that Personal Information is inaccurate, incomplete or out of date, CAV will revise the Personal Information and, if necessary, use its best efforts to inform third-party service providers or contractors so that those third parties may also correct their records.

CAV permits the reasonable right of access and review of Personal Information held by CAV and will endeavour to provide the information within a reasonable time, generally no later than 30 days following the request. CAV requires sufficient information to confirm that the individual making the request is authorized to do so. CAV will not charge Customers for verifying or correcting their information, however, to the extent permitted by applicable law, there may be a minimal charge imposed if you need a copy of records.

CAV keeps Customers’ Personal Information only as long as it is required for legal or business purposes. The length of time CAV retains information varies, depending on the purpose for which it was collected, the nature of the information and applicable data retention requirements. When Customers’ Personal Information is no longer required for CAV’s purposes, CAV has procedures to destroy, delete, erase, or convert it into an anonymous form.

10. How does CAV protect Customers’ Personal Information?

CAV endeavours to maintain appropriate physical, procedural, and technical security with respect to our offices and information storage facilities so as to prevent any loss, misuse, unauthorized access, disclosure, or modification of Personal Information. CAV restricts access to Personal Information to those employees that require access for provision of the Service.

If any officer, employee, or volunteer of CAV misuses Personal Information, this will be considered a serious offence for which disciplinary action may be taken, up to and including termination of employment/volunteer contract. If any third-party individual or organization misuses Personal Information obtained solely for the purpose of providing services to CAV, this will be considered a serious issue for which action may be taken, up to and including termination of any agreement between CAV and that individual or organization.

Given the use of Interpreters outside Canada, as identified above, the privacy laws in the U.S. may offer different levels of protection from those in Canada, and the Personal Information may be subject to access by and disclosure to law enforcement agencies under the applicable legislation in the U.S. There is also the risk of hacking or other form of unintended intrusion.

A “breach of security safeguards” is defined as the loss of, unauthorized access to or unauthorized disclosure of Personal Information resulting from a breach of an organization’s security safeguards or from a failure to establish those safeguards. In case of a breach of security safeguards involving Personal Information under CAV’s control, CAV will comply with applicable privacy law, which may include notifying the applicable privacy commissioner and notifying the individual, if it is reasonable in the circumstances to believe that the breach creates a real risk of significant harm to the individual.

11. Links to other websites

CAV may provide links to, or automatically produce search results for, third-party websites or resources or third-party information referencing or linking to third-party websites or resources. CAV has no control over such third-party websites and resources, and Customers acknowledge and agree that CAV is not responsible for the content or information contained therein. When Customers follow such a link, they are no longer protected by our Privacy Policy, and CAV encourage all Customers to read the privacy statements or other disclaimers of such other parties. CAV is not responsible for the privacy or security practices or the content of non-CAV websites, services or products.

CAV cannot and does not guarantee, represent or warrant that the content or information contained in such third-party websites and resources is accurate, legal, non-infringing or inoffensive. CAV does not endorse the content or information of any third-party website or resource and, further, CAV does not warrant that such websites or resources will not contain viruses or other malicious code or will not otherwise affect your computer. By using any of CAV’s systems or websites to search for or link to a third-party website, Customers agree and understand that CAV shall not be responsible or liable, directly or indirectly, for any damages or losses caused or alleged to be caused by or in connection with their use of, or reliance on, CAV to obtain search results or to link to a third-party website.

12. Resolving Customer privacy concerns

In the event of questions or complaints about CAV’s privacy practices or questions on how a Customer can access their Personal Information, contact CAV’s Privacy Officer by sending an e-mail to ExecDirector@cav-acs.ca.

13. Changes to this Privacy Policy

CAV will update this Policy from time to time if our practices change or if the law requires changes. CAV will update the Effective Date of this Policy to reflect changes and post any changes on our website and, if the changes are significant, CAV will provide a more prominent notice and a summary of the relevant changes at the top of the page. Customers should review this Policy regularly for changes. If Customers do not agree to the terms of this Policy or any other CAV policy, agreement, or disclaimer, they should exit the site and cease use of all CAV services immediately.

Customers’ continued use following the posting of any changes to this Policy means they agree to be bound by the terms of this Policy.

Effective Date: This Policy was last updated on March 10, 2020 and will be effective as of the date of the opening of online registration for the VRS service.

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Laura Henry

Human Resources Director

Laura is passionate about people, culture, and serving the Deaf community. She has over a decade of leadership experience and twenty-five years in the interpreting field. She has a Diploma in Business Administration with a Concentration in Human Resources from McMaster University, a Diploma in Sign Language Interpreting, a Master Mentorship Program certificate from Troy University, and is currently pursuing a BA in Sociology at McMaster University.

Laura joined the Canadian Administrator of VRS (CAV) as Human Resources Director in 2024, overseeing the organization’s planning, development, and management of all human resources.

Laura enjoys spending time with her family and pets, watching and playing sports, and participating in outdoor activities, especially kayaking.

Siyámotsiya Paula Wesley

Deaf and Hard-of-Hearing ASL Director

Siyámotsiya Paula Wesley is a citizen of the Stó:lō First Nation and Kitsumkalum First Nation, deeply rooted in her Tsimshian heritage. As the new American Sign Language (ASL) Director, Paula brings a unique blend of artistic talent, cultural advocacy, and a steadfast commitment to accessibility for all Deaf, Deaf Blind and Hard of Hearing (DDBHH) individuals.

Inspired by her cultural legacy, Paula honed her skills in textile, carving, and painting at the Freda Diesing School of Northwest Coast Art, where she earned a diploma in First Nations Fine Art. Her contemporary works reflect her deep connection to the land and her desire to share the beauty of Indigenous cultures.

As the new ASL Director, Paula’s passion for accessibility and inclusion shines through. She has been instrumental in advocating for the recognition of Indigenous Sign Languages (ISL) and ASL at both the national and provincial levels, collaborating with diverse communities to ensure their voices are heard. Her involvement in CRTC proceedings and the Review for Video Relay Services has amplified the experiences and needs of DDBHH, paving the way for more equitable access to communication services.

With a deep understanding of the unique challenges faced by DDBHH individuals, Paula is committed to fostering cultural understanding and inclusivity within the broader community. As a cultural advisor to Deaf organizations, she plays a pivotal role in bridging the gap and promoting mutual respect and appreciation.

Paula’s journey resonates with leadership, passion, and resilience, making her an invaluable asset to the Canadian Administrator of VRS (CAV) and the communities she serves.

Vicente Teng

Video Producer

Vicente Teng is a Filipino-Canadian. His career in graphic design started in British Columbia. His passion for graphic design and videography grew, earning him a Vancouver Community College’s “2023 Outstanding Alumni: One to Watch” award. During the COVID-19 pandemic, he collaborated on “Quarantine Life: Canada” with Canadians from multiple provinces and worked on “Anti-Racism” projects with IBPOC co-chairpersons, alongside ASL translations.
Off duty, Vicente explores global art styles and enjoys photography and videography. He cofounded the British Columbia Deaf Photo Club, which boasts a large following.

Ryan V. Parkinson

Communications Manager

Ryan V. Parkinson is a versatile professional with a wide berth of skills in marketing, visual design and human dynamics. He has a Bachelor of Arts in psychology and a master’s degree in social work specializing in Deaf and Hard of Hearing communities, from Gallaudet University. He draws from over 20 years of experience in the non-profit sector, and tirelessly champions accessibility and inclusion for the Deaf community. He has held multiple positions on boards in different capacities in local, provincial and national Deaf organizations in the last 15 years. Outside his professional pursuits, Ryan’s passion for cosmology and science is evident from his lifelong love of Star Trek. When not indulging his inner nerd, Ryan wanders the Rocky Mountains in his vintage 1977 Boler trailer, searching for lakes to swim in.

Kim Pelletier

Outreach Specialist (ASL/LSQ) and LSQ Translation

Kim has lived in Quebec City and Montreal where she perfected her LSQ skills. She now holds a hybrid position at CAV as an LSQ Translator and Outreach Specialist (ASL/LSQ). In 2021, Kim worked as a Customer Service Representative with Canada VRS. Fluent in LSQ and ASL, she has over 15 years of experience as a Deaf Interpreter. Kim graduated from York University in Toronto with a Bachelor of Education and is pursuing a master’s in Deaf Education with the Rochester Institute of Technology (RIT). She implements valuable educational tools that benefit the Deaf community and members of CAV. Kim fully embraces the chaos of camping. As a mom of two toddlers and two mischievous dogs, her outdoor adventures are a hilarious blend of diaper changes, dog chases, and laughter.

Patrick Lazure

Outreach and Events Specialist (LSQ)

Patrick is Deaf and studied Recreational Intervention Techniques at Cégep St-Laurent and Entrepreneurial Studies—Business Launch from Collège INSA. His nearly two decades of experience in the business and sports worlds has resulted in a wealth of knowledge. He has led youth and political organizations, such as the World Federation of the Deaf, Youth Section, Canadian Association of the Deaf, Quebec Deaf Sports Association, and Quebec Sign Language Association. Patrick was involved in the business launch strategy and the startup of TraduSign, a Montreal-based translation and interpretation company. Patrick is an avid board game enthusiast, but only when he isn’t devoting time to playing with his two beloved daughters and cat.

Jo-Anne Bryan

Outreach and Events Specialist (ASL)

Jo-Anne Bryan, an interdisciplinary artist, vividly brings the complexities of life to the forefront through her performances, poetry, and signed music. As a member of the Speaking Vibrations group, she has captivated audiences in multiple cities from 2019 to 2024 with powerful narratives about ancestry, barriers, and family, all rooted in themes of connection and identity. In 2020, Jo-Anne transitioned into her role as Outreach/Events Specialist with the CAV team, using storytelling to bridge the gap with Deaf communities nationwide and advocate for universal access to Canada VRS. Her passion for fostering connections and amplifying diverse voices, whether in-person or online, makes her a beacon of inspiration and unity.

Wissam Constantin

Community and Events Manager

Since moving to Canada at the beginning of 2017, Wissam has been a dedicated member of the Deaf community and an advocate for accessibility across Canada. He is currently a director of the Board of Directors at Accessibility Standards Canada. He previously held the position of President of the Canadian Association of the Deaf, where he was heavily involved with CRTC proceedings and developed accessibility policies with other federal departments. Wissam is completing his B.A. in Political Science, focusing on Canadian Politics and Public Policy, complemented by a minor in Law. He is an experienced Deaf Interpreter who brings
valuable experience and vision to the team. Wissam is also an athlete and a coach, and plays basketball on the Canada Deaf basketball team.

Carmelle Cachero

Executive Interpreter

Carmelle is a certified interpreter (Canada and USA) who studied Sign Language
Interpretation at Douglas College in British Columbia. She actively engages with the Deaf
community and is an Integrated Model of Interpreting (IMI) Practitioner with extensive experience in various settings providing ASL interpreting, DeafBlind interpreting, and Speech-to-Text transcription. Carmelle has also trained to Interpret for Theatre and is heavily involved with the performing arts community as an artist and interpreter.

Diane Underschultz

Administrative Assistant

Diane Underschultz, a Deaf ASL signer from Alberta, brings extensive knowledge and experience with cultural differences and effective interaction. Diane holds diplomas in Human Resources Management and Sign Language Interpreting, showcasing her wide-ranging skills. Diane began her journey with Canada VRS five years ago as a contractor in the Outreach program. She progressed to Assistant Manager and now serves as an
Administrative Assistant, demonstrating her adaptability and commitment. With a deep
understanding of the Deaf community and a strong advocacy for positive change, Diane’s diverse educational background, professional skills, and dedication to continuous learning
make her an asset to both CAV and the Deaf community. When Diane isn’t hard at work,
she’s exploring the rich culture and history of countries around the world.

Jodi Birley

Director of Communications

Jodi Birley is a native ASL signer and a multi-talented individual, passionate about enhancing communication accessibility. From 2010 to 2016, She was pivotal in establishing Canada VRS, gaining national attention and catalyzing action. In October 2013, Jodi co-produced and presented a groundbreaking 8-minute video with the British Columbia VRS Committee
during the Canadian Radio-Television and Telecommunications Commission’s (CRTC)
public hearing. This video, a first in CRTC’s history, captured the hearts of the
commissioners and laid the foundation for the initiation of VRS services across Canada. She has now come full circle by joining the CAV team as Director of Communications. When Jodi is not fully occupied by her work, she dedicates time to being a positive force in her two white cats’s lives and travelling on and off the grid with her partner.

David Egan

Director of Customer Service

David is a bilingual Canadian with more than 25 years of experience in Customer Service. He has held leadership and project management roles at organizations such as Bell Canada, Dell Computers, Xerox, and the federal government. Throughout his career, David has implemented, managed, and reorganized numerous customer service call centres to improve quality, maximize efficiency and deliver world-class customer service. He joined CAV in 2020 as a Customer Service Manager and now serves as Director of Customer Service. David has complementary interests: travelling off the beaten path and photography. Thanks to his interests, family and friends enjoy his adventures vicariously.

Chad Taylor

Chief Digital Officer

Chad Taylor is a Deaf Canadian based in the United States with more than 22 years of experience in VRS and various interpretation sectors. Chad has extensive expertise in the telecommunication industry, where he founded a couple of companies and served as a Chief Digital Officer (CDO). He is a Rochester Institute of Technology graduate with a Bachelor of Science in Information Technology. Even though Chad’s experience has provided him with opportunities abroad, he has maintained his Canadian citizenship. Chad now brings his wealth of knowledge back to Canada with plans to make a meaningful impact on the lives of Deaf Canadians. A devoted dad to his three Deaf children, Chad cherishes every second of his family time. He also enjoys experimenting with new recipes in the kitchen and bingewatching Netflix shows.

Renu Sangha

Director of Operations for Video Interpreter Providers and CFO

Renu Sangha lives in British Columbia and is a Deaf first-generation Canadian of South Asian descent. She served on the CAV Board of Directors and as COO at Convo Canada, where she gained a deeper understanding of the VRS industry. Before her tenure at Convo Canada, Renu spent more than 15 years in the corporate realm in accounting, finance, information technology, and project management. Renu is a Chartered Professional Accountant (CPA) with bachelor’s degrees in information technology and business administration from Simon Fraser University. She is also AgileBA Foundation certified and a Certified Scrum Product Owner (CSPO). Renu is a proud mom to a CODA daughter and a dog. She finds joy in lifting heavy weights, hiking the beautiful trails of British Columbia, travelling, reading, cooking, and sharing her passions with her family.

Paula Bath

Director of Regulatory Compliance and Strategy

Paula started her 25-year career as a sign language interpreter, where she earned
accreditations from the federal government and the courts. Paula works in English, ASL, LSQ, and French and proudly contributed to the access team during the inaugural broadcasted CRTC proceeding that laid the foundation for the VRS in Canada. She received a B.A. and M.A. in communications and then pursued a Ph.D. at Concordia University and as a result, brings a consumer-based research approach to organizational strategy and decision-making. In 2019, Paula joined CAV as Manager of Video Interpreter Operations and then, Director of Technology Operations and, is currently, Director of Regulatory Compliance and Strategy. Paula enjoys outdoor adventure sports like mountaineering and white-water canoeing. She also enjoys learning about the healing properties of plants and trees.

Suzanne Laforest

CEO and Executive Director

Suzanne is a Deaf Canadian proficient in 4 languages: LSQ, ASL, French and English. She has more than 20 years of experience, including Executive Director roles where she ensured the evolution and sustainability of various services for the Deaf, Hard of Hearing, and Deafblind (DHHDB). Suzanne’s involvement in VRS began well before its creation. In 2012, she participated in a committee that supported the implementation of VRS in Canada. She spent two years serving on CAV’s first Board of Directors as ASL/LSQ Director for the Deaf and Hard of Hearing and, before becoming Executive Director of CAV, was Director of Video Interpreter Providers (VIP) Operations.

When Suzanne isn’t keeping an impressive number of balls in the air at Canada VRS, she’s travelling and caring for her also impressive collection of thriving plants.

Geneviève Bujold

LSQ Interpreter, Permanent Invitee

Geneviève Bujold is a permanent guest representing the langue des signes québécoise (LSQ) interpreters on the CAV Board of Directors.

With over 20 years of experience in diverse fields, including academia, arts, the government and the private sector. She sits on the Translation Bureau’s Conference Interpretation Advisory Panel and is currently completing a master’s degree in Translation Studies at Concordia University.

Actively involved in interpreters’ associations for the past decade, she teaches in the training program for interpreters at the Université du Québec à Montréal and is committed to the development of the profession.

Darlene Halwas CFA, ICD.D

Independent Director

Darlene currently serves on the board of the Canada Energy Regulator, Carbon Management Canada Inc. and chairs the Departmental Audit Committee for Infrastructure Canada. She is Red River Métis and a member of the Manitoba Métis Federation. She has almost 30 years of work experience, with 15 years focused on leading risk management functions for companies. In the past, she has served on other boards, including the Commission for Complaints for Telecom-television Services, Canada Development Investment Corporation, Canada Hibernia Holding Corporation, Aquatera Utilities Inc., Safety Codes Council (Chair, Finance, Audit, and Risk Committee), the Management Employees Pension Board (Chair, Investment Committee), and the Calgary Police Commission. Darlene holds her Bachelor of Commerce (Hons) from the University of Manitoba, CFA designation, ICD.D, certification in tribunal administrative justice and is an FRM. Since 1995, she has volunteered with the CFA Institute, as an exam grader, curriculum reviewer and on the global Disciplinary Review Committee. She was awarded the Queen Elizabeth II Diamond Jubilee Medal for her contributions to Canada.

Carla Dupras

ASL Interpreter Permanent Invitee

Carla Dupras is a child of deaf adults (Coda), a heritage language user of American Sign Language, and a community freelance interpreter for the last 27 years. She is an honorary lifetime member of the Association of Sign Language Interpreters of Alberta (ASLIA) and a certified (COI) member of the Canadian Association of Sign Language Interpreters (CASLI).

Carla maintains an active and engaged presence in both provincial and national organizations, as well as in her local community in Alberta. Currently, Carla sits on the federal government Translation Bureau advisory panel in addition to mentoring colleagues who are new to the field of interpreting. She remains focused on enhancing the quality of interpreting service in all aspects of people’s life.

Mark Kusiak

DHH ASL/LSQ Director

Since 2008, Mark has been employed at London Drugs as a staff pharmacist for Nursing home and Compounding centre. Currently, he works as a pharmacy manager oversees the operational flow, staffing (human resources), policy development and implementing, financial including KPI and inventory controls. Mark holds Bachelor of Science in Pharmacy from University of Alberta. In addition, he is the Member at Large for the Deaf and Hear Alberta Board of Directors. He is heavy involvement in Deaf sport community including President for the Canadian Deaf Sports Association for 10 years (2010-2020). In my free time, I am actively in Crossfit.

Ruth Altman

TSP Director

Ruth has been employed at Rogers Communications since 2006, working in a variety of progressive roles in the Regulatory department. Currently, she is Director Regulatory Consumer Policy, where she provides advice on compliance with consumer-oriented regulatory policies and regulations and develops policy positions on regulatory proceedings, including matters related to accessibility. At Rogers she is actively involved in inclusion and diversity initiatives, and serves on the steering committee for Rogers AccessAbility Network, an employee resource group dedicated to empowering employees with visible and invisible disabilities to achieve professional and personal growth. Prior to working at Rogers, Ruth worked in Regulatory Affairs at Corus Entertainment and was Development Manager at Pro Bono Ontario, where she helped to secure operational and project funding. Ruth has a Bachelor of Journalism from Carleton University and an MBA from York University’s Schulich School of Business.

Jordan Sangalang, MA (Commencing May 2021)

DHH ASL/LSQ Director

JordanSangalang

Jordan is a Service Manager at New Directions for Children, Youth, Adults and Families in Winnipeg, Manitoba. Throughout his career, he has participated in numerous trainings and workshops which contribute to his leadership and management style. Additionally, he provides training as a Non-Violent Crisis Intervention instructor and teaches ASL at the University of Manitoba. He is involved in theatre, physical sketch comedy, and storytelling. When he is not performing, he dedicates time to both individuals and organizations that serve the Deaf community. Jordan holds a B.A. from the University of British Columbia and a M.A. from Gallaudet University.

Sue Decker

CEO and Executive Director, Canadian Administrator of VRS (CAV), Inc.

Sue is responsible for leading the development, implementation and administration of Canada’s inaugural video relay service, SRV Canada VRS. In the Spring of 2015, Sue assumed the leadership of the CRTCs vision to build a video relay service for Deaf Canadians, transforming a start-up organization to a fully operationalized telecommunications relay service which launched in the Fall of 2016.  Prior to becoming CAV’s Executive Director, Sue managed AT&T’s Accessible Communications Services business which included Text and VRS Relay Services. In her 20 years of service with AT&T she developed extensive experience in product development and providing telecommunications services for people who are Deaf and Hard of Hearing. Post AT&T, she served as a consultant to other VRS companies located throughout U.S. and Europe, making her one of the foremost VRS experts in the world.

J. Scott Fletcher

Board Secretary​

Scott Fletcher is a senior partner in Gowling WLG’s Ottawa office, practising in general corporate and commercial law with significant emphasis on telecommunications, technology, energy and government relations.

He is one of the firm’s authorities in providing corporate and commercial advice relating to commercial alliances, strategic and policy board advice and privatizations, as well as in general corporate and commercial matters. Scott also provides advice on a number of regulatory matters in the telecommunications, energy and gaming/lotteries industries. In addition, he routinely provides strategic counsel to corporate clients on telecommunications industry-based matters, the divestiture of government departments and programs into the private sector, and other corporate and commercial issues.

Scott is the firm client team leader for several major firm clients in the telecommunications and energy sectors. He has served as a director of a number of federal Canadian corporations and has represented numerous federal Crown corporations. Scott also serves as an executive team member for a number of firm clients.

Tony D’Onofrio, CFA, ICD.D

Independent Director

Tony gained extensive advisory and capital markets experience over a 20-year career in finance and investment banking. He has been working with the Canadian Coalition for Good Governance (CCGG) since 2010.  He is responsible for leading CCGG’s board engagement efforts and he regularly meets with the directors of leading public companies to discuss governance matters on behalf of Canada’s largest institutional investors.  He has been a frequent guest speaker and advises independently on governance matters and shareholder engagement.  Tony holds a Masters in Business Administration (Schulich School) and the Chartered Financial Analyst designation. He is a member of the Institute of Corporate Directors and a faculty member of The Directors College.

Dr. Marty Taylor

ASL Interpreter Permanent Invitee

Marty Taylor is an interpreter, educator and a nationally certified interpreter in Canada and the U.S. Dr. Taylor has been involved in video relay interpreting research for over ten years and has been a CAV Board Member since its inception. Marty has written two seminal books in the interpreting field: Interpretation Skills: English to American Sign Language and Interpretation Skill: American Sign Language to English which are used in over 100 interpreter education programs. Her current projects involve research on interpreting in educational settings, spoken language skills of native-English speakers, creating and supporting distance education, and developing materials to enhance interpreter skills development.

Jonathan Daniels

TSP Director

Jonathan Daniels, B.A. (McGill) 1990, J.D. (Toronto) 1994, is Vice President Regulatory Law at Bell. He has worked with Bell in various capacities since 2004.  His primary focus is on major telecommunications regulatory policy issues.  Previously he served as VP Regulatory for Cable & Wireless Caribbean, VP of Regulatory and Carrier Relations for C1 Communications in Toronto, Director of Regulatory for Covad Communications and Director of Regulatory Affairs for Sprint Canada.  After law school, Mr. Daniels articled and was an associate with the law firm Stikeman, Elliott.  In his various roles, Mr. Daniels has appeared before committees of the House of Commons, the Senate, the CRTC and numerous regulators in the Caribbean.  Mr. Daniels taught telecommunications law at the University of Toronto Faculty of Law and telecommunications market dynamics at Ryerson University.

Dr. Jessica Dunkley, MD, MHSc, CCFP

DHH ASL Director​

Dr. Dunkley is a family physician and resident physician in dermatology at the University of BC with a 16-year career in healthcare, including clinical medicine, health program evaluations and delivering professional development workshops.  She is involved in clinical research in dermatology, having presented at numerous conferences in North America.  She is a frequent speaker for various conferences related to accessibility and health care and provides mentorship to aspiring Deaf and hard of hearing health professionals.  Dr. Dunkley holds a Bachelor of Physical Therapy & Masters of Clinical Epidemiology from UBC and a Doctorate of Medicine from the University of Ottawa.   

Gwen Beauchemin

Independent Director

Gwen is an independent board member and an owner and cybersecurity consultant at Tillet Consulting. She engages with organizations that aim to improve citizen access and security to telecommunications and data networks in Canada. Gwen holds board positions with the Canadian Administrator of VRS (CAV), Canadian Internet Registry Authority (CIRA), Quantum Safe Canada (QSC), and the Human-Centric Cybersecurity Partnership (HC2P). With a career spanning more than 35 years, including roles at Bell Northern Networks, Nortel, the Government of Canada, and Payments Canada, she brings a wealth of knowledge and experience to the table. Her extensive experience encompasses executive and management roles in IT development, IT operations, product-release management, operational and strategic policy, and security. Gwen has a Bachelor of Computer Science, with Honours, from Carleton University in Management & Information Systems. She is an accomplished leader, with certificates from the Council of Canadian Innovators (iGP L2), ICD (Governance Essentials Program), EC-Council (C|CISO), Canadian Forces Staff College (Executive Leaders’ Programme), Government of Canada School of Public Service (Direxion program), Queen’s University (Strategy Programs), and ITIL and PMBOK programs.

Kate Southwell

TSP Director

Kate joined Bell Canada’s legal and regulatory department in 2019 and currently holds the role of Senior Legal Counsel. She provides legal and regulatory guidance regarding compliance with accessibility-related legislation, regulations, and regulatory obligations. She also supports the establishment of associated policies, procedures, and best practices. Kate develops policy positions on regulatory issues, including accessibility, and is actively involved in internal accessibility and inclusion initiatives, including membership in accessibility steering committees and working groups. Kate is a lawyer and has been a member of the Law Society of Ontario since 2013. She has a Juris Doctor from the Faculty of Law at the University of Toronto and a B.F.A., with Distinction, from the University of Windsor. Prior to joining Bell, Kate managed a broad corporate/commercial litigation practice at DLA Piper (Canada) LLP, on whose behalf she appeared at the Supreme Court of Canada and all court levels in Ontario.

David Joseph

DHH LSQ Director and Board Chair

David currently works as a Financial Analyst at Health Canada.  With his 11 years tenure in the Federal Government, he has acquired experience in various divisions such as accounting operations, financial system, financial policy and corporate accounting. He is an analytical and critical thinking person that loves to be involved in various non-profit organizations.  In addition to CAV, he is the Treasurer for the Canadian Deaf Sports Association (CDSA).  David is fluent in 4 languages:  LSQ, ASL, French and English.  His first languages are LSQ and French.  He also teaches American Sign Language (ASL) at Carleton University for the past 10 years. 

Anne Missud

LSQ Interpreter Permanent Invitee

Anne Missud is a permanent invitee, representing the French-LSQ interpreters at the CAV board. She acquired long standing and wide interpreting experience over a 20-year career in various public and private settings. She is actively involved in the training of interpreters as a teacher at the University of Quebec in Montreal. She is currently completing her Ph.D./Psy. D in community psychology, her research focuses on the wellbeing of the deaf community. She is a certified member of the Ordre des traducteurs, terminologues et interprètes agréés du Québec.

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