FAQ

Live Event Captioning

A Booking Deposit of 20% of total Fee is due at time of booking the service. If you terminate services more than 24 hours prior to the start of agreed rental term, all but a 10% non-refundable charge will be refunded. No refunds are provided for cancellations or rescheduling of dates within 24 hours of event date.

Our hourly rate is $140 per hour. We book for a minimum of 3 hours per captioning assignment. Included: pre-event venue assessment, meeting with AV team to coordinate screen placement, power supply, audio connect for captioners to hear perfectly, and captioner seating, post-event (second) spell check and complementary transcript.

At least two weeks in advance, in order to assure our availability.

At this moment, for our live event captioning, we primarily service the municipality of Toronto, Ontario, Canada area.

  • Paying the deposit, and providing payment balance no later than service date
  • Booking at least two (2) weeks in advance of the event
  • Advance notice of videos – providing captioned videos whenever possible
  • Providing a dedicated captioning screen, arranged as close to the presenter(s) as possible
  • Advance notification to attendees of the specific accessibility service provided
  • Comfortable seating for captioners and full-sized worktable(s)
  • Advance notice of speaker names, speaker order, specialized terms used
  • Arranging liaison with AV team and venue access pre-event
  • Access to venue sound system hookups at the event
  • Ensuring event timelines, especially breaks, start, and end times are adhered to

For cancellations or rescheduling of dates within 24 hours of the event date, no refunds are provided. A 10% of total billed cancellation fee will be charged from your deposit if cancelled with more than 24 hours notice.

Full Advance Payment at time of booking will incur a 3% discount.

Pre-event Booking Fee of 20% and balance paid on the date of service provided will be at full cost.

Pre-event Booking Fee of 20% and balance of payment after the date of service provided will incur a 3% late fee.

We require 20% booking deposit to confirm your order, which can be refunded if you wish to pay the full amount separately later in an invoiced amount. However, should you invoice after the date of service, a 3% late fee will apply.

Some of our clients elect to pay by direct deposit, on the day of the event.  Please let us know if this is an option you wish to consider. Please note: if arranging direct deposit payment, it may require up to 20 business days’ on your part to arrange. 

POW Hearing currently offers the following forms of ALDs:

  • FM systems: a wireless transmitter sends sound to multiple wireless receivers, WiFi audio streaming directly to smartphones – Android and iPhone
  • Hearing loop systems: a transmitter sends sound to a hearing aid, cochlear implant, or hearing loop receivers
  • Wireless transmitter sends sound to multiple All-In-One wireless headsets
  • Hybrid custom systems from PRO, consumer, and ALD audio

ALDs stands for Assistive Listening Devices. POW uses many different types of ALDS, to transmit sound from videos, presentations, music, or other audio sources, to listeners who require assistance to overcome issues such as background noise, distance from the speaker, low hearing, attention or auditory processing challenges, or to increase volume to a comfortable listening level for anyone.

FM assistive listening systems consist of a transmitter connected to a sound source (a microphone, or mixer board), and as many wireless receiver body-worn units as there are people using the assistive listening system.  Because each listener has their own preference for how to get the sound received into their ears, we also provide multiple options for connecting to the FM receivers, such as earbuds, headsets, stetho-style headsets (think doctor stethoscope), and neckloops.

WiFi audio streaming systems consist of a transmitter connected to a sound source such as a mixer board, which sends the sound to cell phones, via a wireless access point (a dedicated router).  Depending on router strength, more than 100 simultaneous listeners can access the WiFi wireless access point. Smartphones, preloaded with the WiFi streamer app, act as receivers. Listeners can bring their own headphones, earbuds, or neckloop to connect to their phone. We can also provide the listening apparatus for your event attendees.

Hearing loop systems consist of a transmitter connected to a sound source such as a microphone or mixer board, TV, or computer, which sends sound to an amplifier and then along an antenna wire which is looped around the area where the listeners will be (either sitting or standing).  There are multiple ways for listeners to receive the sound travelling through a hearing loop system, including directly to their telecoil-equipped hearing aid(s), cochlear implant(s), using a telecoil-equipped hearing loop receiver, or a direct audio feed with a headset from a hearing loop amplifier.

Unlike other assistive listening systems, loop systems:

  • Require (for those with T-coils) no pick up and remembering to return portable receiving units and headsets.
  • Require purchasing/maintaining/replacing fewer portable receiving units (for those without T-coils).
  • Use a universal magnetic signal, which works no matter the location or hearing instrument brand (FM systems operate on differing frequencies, requiring receivers for each venue).
  • Are inconspicuous: No need to display “I am hard of hearing!” Loop systems offer an easy and invisible solution to an invisible problem, thus are much more likely to be used.
  • Work in transient situations: They can serve the hard of hearing at ticket counters, teller windows, drive-through stations, airport gate areas, and train and subway stations–venues where other assistive listening systems are impractical.
  • Is hearing-aid compatible? There’s no need to juggle between hearing aids and headsets (for example, when shifting from sermon to singing during worship).
  • Preclude bothering others nearby with sounds leaking from the headset. Sound broadcast through hearing aids is contained within one’s ear.
  • Afford flexible use: Can allow either direct listening or loop broadcast modes, or both.
  • Deliver personalized in-the-ear sound . . . customized by one’s own hearing aids to address one’s own hearing loss.

Are, for all these reasons, more likely to be used–and to be increasingly used, once installed (as people purchase future aids with T-coils). Loop systems can, thanks to portable receivers, serve everyone including all who are served by existing systems. But, given telecoils, they are much more likely to be used—and therefore to cost less, per user. Moreover, it is those who most need hearing assistance who are most likely to have telecoils.

Source: http://www.hearingloop.org/fq_preferred.htm

A telecoil, or T-coil, is a small wire coiled around a rod, located inside of a hearing aid or cochlear implant.  A telecoil works as an antenna, picking up the sound sent through the hearing loop system amplifier, and sending it into a hearing aid or cochlear implant.  Listening via telecoil ensures background noise is eliminated, and that sound is customized to the settings of the person’s’ hearing aid or cochlear implant.

If your hearing aid or cochlear implant has a telecoil, you can activate it via a ‘t-switch’ setting, which is programmed into your device.

Telecoil receivers are the best means listening to an assistive listening system, as the sound is adjusted according to the settings which are set to the particular needs of the listener.  Many other assistive listening systems require a special, extra device to receive sound. With a hearing loop system, the potential is that most listeners will be able to receive sound directly into their existing personal listening device – their hearing aid(s) or cochlear implant(s).

All-In-One headset systems consist of a transmitter connected to a sound source such as a microphone or mixer board, which sends the sound to multiple headsets, via a wireless signal. At this time, we only offer headset options with this system, not neckloops.

Depending on your needs, we can mix and match any of our systems to create solutions that work for you.  Let us know what the desired end result is, what systems currently are in operation in your venue, and how your listeners prefer to receive sound.  Together, we can co-create your custom assistive listening solution.

  POW Hearing Live Event Captioning CART
Pre-event Preparation Including Venue Assessment Visit site, meet AV team, review seating plan, discuss line of sight and dedicated screen placement, prepare captioner hearing assist system hookups, arrange healthy seating for captioners and review video being shown. Get address, arrive 15 minutes prior, arrange power supply.
Set Up Requirements Mixer board output cable for sound, ergonomic seating, full-sized worktable, information regarding speaker names, order, break times and presentation format. Power support and basic seating.
Minimum Hours Booking 3 hours paid, in return for 3 hours worked. 4 hours paid, one of which is billed at full rate = 3 hours worked for 4 hours paid.
Transcription Technique Single-keystrokes, near verbatim transcript, team captioning with trading off every 20 minutes, software used is Microsoft Word, and using assistive listening to capture every word so captioners hear clearly. Specialized phonetic keyboard (English sounds grouped together), specialized software, near verbatim transcript, captioner does not use an assistive listening system, and may have more (inaudible) moments in transcripts.
# of Captioners 2 1
Need to take Breaks? Non-stop production. Yes, must have a break after a specified time.
Spell Checked and Free Transcript? Ongoing, then again in post-production. Complementary transcript 24 to 48 hours post-event. Ongoing but not in post-production. Transcript copy may incur an additional fee.
On-Site Service Coordinator Yes, included for the first hour of event. No.

Equipment Rental

A security deposit will be charged at time of rental booking, and refunded within three (3) calendar days of your receipt of returned equipment, according to the terms of the agreement.  A full refund will be applied, unless there are items missing, damaged, or charges for late returns.

As part of your rental package, an onsite service coordinator is available for setup and to stay a minimum an hour.

As part of your rental package, an onsite service coordinator is available for setup and to stay a minimum an hour.

For cancellations or rescheduling of dates within 24 hours of the event date, no refunds are provided. In the case of equipment that is reserved but not picked up: a charge of 10% of the one-day rental rate will apply.

If any piece of rental equipment is malfunctioning, please immediately report this to POW Hearing by either EMAIL (at info@powhearing.com). Please do NOT call the phone number provided, as TEXT messages are the only means of contact.

Any equipment failure, problem, damage or shortage which is not reported before the rented equipment is returned may be billed at the normal rate plus any damage or replacement charges, when and if applicable. It is our responsibility to ensure the equipment you rent is complete and in good working order when it leaves our premises. It is your responsibility to ensure it is used and handled correctly. POW Hearing is not responsible for the improper use, or insufficient knowledge, of its rental equipment. Instruction books are available for rental equipment upon request.

Please keep in mind that most problems can be solved by email, or via text message. In most cases, we have found return and replacement or sending service personnel to your site to be necessary only as a last resort. If we must make a service call and the problem is found to be caused by operator error, a service charge will be levied in addition to the regular rental fee.

Renting customers will be asked to provide photo identification.  When reserving or booking an item online, we will ask you to scan a photo ID document, and one other proof of address document. We assure you that all the information that we capture is held in a secure server and not released to the public.

We must enforce this security procedure due to liability concerns and sincerely apologize for any inconvenience this may cause you.

All rental fees are due at time of rental booking, plus a security deposit, as per the rental agreement.

Total Rental Charge could be applied to the future purchase of a new equal product at a regular price as per the item rented within 30 Days of the Rental period commencement date. This offer is not available for products that are currently on sale or part of a promotion.

At this moment, for ALDs rentals, we primarily service the municipality of Toronto, Ontario, Canada area.

Purchasing ALDs (Assistive Listening Devices) Products

Total Rental Charge could be applied to the future purchase of a new equal product at a regular price as per the item rented within 30 Days of the Rental period commencement date. This offer is not available for products that are currently on sale or part of a promotion.

While we could sell hundreds of individual assistive listening units, that’s not our ultimate goal.  Instead, we find unique products, assess your specific needs, then create custom systems from adopting different components to make them work well in your particular circumstances.  Thus, our clients’ needs determine the final system composition and cost.

We have used each assistive listening system we offer; and knows at which point greater support is needed to ensure successful use of the system by its operators and the listener who will benefit from using it.  Consequently, great attention is given to ensure every system component is the best fit for our client’s needs. Additionally, every client has their own unique staff operating environment and end-user preference.  We work with our clients to completely understand their situation, and to adopt a custom system that works for them.

Our products are sourced from all over Canada and North America, which makes their price points susceptible to United States currency fluctuations.   We want to ensure a reliable quote is given so that our clients feel confident that what is offered is what is delivered. To do this, we can maintain our quoted price for 30 days from the date of quote, or date of changes to quotes.

All of the products we sell carry their manufacturer’s standard warranty, and most of them are noted in the product specifications. These warranties range from 90 days to up to a lifetime warranty. If you don’t see a mention of the warranty but would like to know, please ask. We would be happy to explain the warranty and can send you a copy before you purchase.

To avoid higher than normal shipping and duties charges, and to create custom sound systems, MOST assistive listening system orders containing multiple parts and located in different warehouses will be consolidated in one location prior to shipping. Therefore, your assistive listening system may require from 7 to 21 business days for delivery.

We ship anywhere in Canada.

Please note: International deliveries from our product suppliers are generally subject to local import duties and taxes (VAT). POW Hearing will pay any local import duties and taxes on your behalf. All VAT or taxes have been included in our prices to you. From time-to-time, there may be an unexpected or additional import duty charged by our suppliers. POW Hearing will notify you via email should any additional charges apply. You will not be charged additional duties without prior authorization.

POW Hearing collects Ontario Canada HST for purchases made, or for orders shipped to an address within Canada.

A signature is required for all shipments upon receipt, unless otherwise prior arranged.

For all returns, approval must first be given, and a Return Merchandise Authorization (RMA) number assigned.

To receive an RMA#, contact us by email, within 15 days of delivery.  Returns are to be shipped back to our Toronto Office at the address provided with your approval Return Merchandise Authorization (RMA#).  Upon receiving the return package at our facility, we will send a courtesy email to you along with a timeframe for you to expect your credit to be applied.  Do not ship the item back without an RMA#, as no credit can be applied without one.

YOUR TO DO
Immediately upon receiving your RMA#, ship back to our facility all the items you received with your original purchase (example: accessories, manuals, cords) in your return package. Use the original packing box or one comparable.  You have 30 days in total, from date item was first delivered to you, to complete the return of package(s) to our facility. Manufacturers will not accept items returned past 30 days.

POW HEARING TO DO
Upon receiving your return package, we will verify that it is in re-sellable or new condition, and then apply a full or reduced credit based on the condition. Refunds are contingent upon inspection of item(s) once we receive it. A restocking fee will be applied for returned items that are not in re-sellable condition (example: damaged original boxes, cables, instruction manuals,  missing, etc.). Items returned to us after 30 days since first shipped to you, or without a return authorization will NOT be refunded.

Items that are received defective, or by shipping error will qualify for store credit or a cash refund. POW Hearing will reimburse our customers all shipping costs if POW Hearing is at fault. You are responsible for all shipping costs if POW Hearing is not at fault.

BATTERIES.  All batteries are not eligible for a refund.

HEADPHONES AND EARWEAR.  Headphones and ear wear (single earphone) have a 90-day replacement warranty for any major material defects not related to negligent use.

ASSISTIVE LISTENING PRODUCTS.  Assistive listening products are refundable if notified within 15 days of purchase. Items must be in “new, unaltered and unused condition”. Definition of a new, unaltered and unused condition is: Without showing signs of wear or damage in any way.  Refunds allowed within 30 total calendar days of the delivery date (after 30 days no returns are allowed); unless noted in that item’s particular product description.

NOTE:  Any products returned as defective or damaged will be tested and verified upon receiving the return package. Any products returned as defective or damaged, but when tested are in proper working condition will only receive a refund for the product price only, and return postage paid for by the seller will be deducted from the credit.

If an item is received damaged or was incorrectly shipped please contact POW immediately. You are responsible for inspecting your merchandise when it is delivered. If there is excessive damage or the shipment is incorrect, you should refuse the shipment and email us immediately.

Occasionally, delivery drivers do not allow enough time for you to inspect the shipment, or the order is delivered while you are not there. If the driver does not allow you time to inspect your shipment, sign for it, noting “damaged” on the bill of landing.

It is your responsibility to fully inspect your merchandise within 15 days of receipt. If you find you have a problem with damage or an incorrect shipment, you must contact us during this period. We cannot be held responsible for damages or incorrect shipments if you wait beyond this period to inform us.  As long as you contact us during this period, any item that is damaged when it arrives will be promptly replaced by us at no additional cost to you.

For incorrect shipments which do not arrive as ordered, you must contact us within the 15 days of receipt period, in order for us to correct the error.  We will promptly correct your order, with applicable costs or refunds made, as long as you contact us during the 15 days receipt of goods period.

Important Note: Please keep the original cartons in which your order shipped until you are satisfied that your merchandise is correct and undamaged. Most manufacturers will not accept returns of merchandise not in the original packaging, and freight companies often ask to inspect the packaging if a shipment is reported as damaged.

We assess. recommend, supply, and install custom assistive listening systems.  It all starts with a face-to-face meeting, where we view the listening space and determine the environment and conditions under which the system will be operated in.  Some of the types of system installations our customers ask for include:

  • Hearing loop systems at reception desks, in offices and presentation rooms, or theatres
  • FM system installs in worship centres
  • Entire sound systems, including microphones, which then feed the assistive listening system
  • Hybrid FM / Hearing loop systems, for listeners with or without loop-compatible hearing aids or cochlear implants
  • Live event assistive listening, temporary system installations
  • Permanent assistive listening systems with portable capabilities
  • Residential assistive listening systems for helping hear TVs

If you believe that a hearing loop system might be beneficial in your commercial environment, we can book an on-site assessment of the area it would be used in. If you are looking to loop a small area, like a reception or office desk, this type of assistive system can benefit listeners who have different hearing needs.

If your commercial venue seats 100 or more persons, a more detailed assessment may be required, prior to deciding the suitability of a hearing loop system.  In this case, a detailed hearing loop assessment would entail taking measurements of the electromagnetic interference levels in the listening space and determining the location of the hearing loop antenna components.  A detailed map and hearing loop design may be generated, showing the possible loop sound signal strength over the listening area. Should clients elect to undergo the detailed hearing loop assessment to decide on its feasibility, there will be a non-refundable fee of $350.  After the assessment is complete, should the client choose to proceed with a hearing loop system (only), the assessment fee will be deducted from the final system installation sale price.

We have installed temporary hearing loop systems, temporary hybrid FM/loop systems, TV loop systems, permanent Pro-audio-to-FM systems, and permanent Pro-audio-to-WiFi audio streaming systems.

Consulting Services

We want to ensure you are able to provide hearing access on both sides of the counter – to both your clients AND your staff.  To further this goal, we can:

  • Demo each type of assistive listening system we offer
  • Educate your team on the benefits and features of assistive listening systems and Hearing Friendly practices
  • Source any systems you may find applicable to your needs
  • Suggest system operating methods to ensure they are used to their proper, maximum benefit
  • Audit your workplace physical site for instances of safety-related liability due to audio inaccessibility
  • Recommend Hearing Friendly workspace designs
  • Consult on human resources practices which are inclusive for persons who have audio accessibility requirements
  • Recommend adaptive HR practices that ensure equality of accessibility
  • Consult on hearing loss awareness in the workplace between co-workers
  • Mitigate hearing obstacles through Hearing Friendly physical spaces considerations
  • Discuss your business obligations under existing disability legislation
  • Share the perspective of the lived experience of persons who have audio accessibility requirements
  • Discuss the return on investment of providing a Hearing Friendly environment  

We want to close the gap in taking positive action to hear well when experiencing hearing loss.  We can advise on how to self-advocate in the community and or the workplace for inclusive hearing environments, and assistive device provision at businesses which are obligated by Ontario disability law, to provide hearing access.

We can demo each type of assistive listening system we stock – we do NOT provide hearing aids or cochlear implants – so that you have an understanding of what works best for your listening needs, and are better positioned to let others know how best to accommodate your listening preferences.

We can also advise on how to access funding sources for assistive listening devices.

Our consultations can include having a live captioner take notes for better understanding or later reference (fees apply), and/or, we can provide assistive listening devices during your consult, at no extra charge.