PURPOSE AND APPLICATION
The purpose of this Customer Service Standards Policy is to fulfill the requirements set out in the regulation 429/07 of the Accessibility for Ontarians with Disability Act, 2005 (AODA) and to establish a policy for S&you that governs the provision of its goods and services to persons with disabilities. The policy applies to all employees of S&you, contracted staff and volunteers.
The Accessibility for Ontarians with Disabilities Act 2005 (AODA) is a Provincial Act with the purpose of developing, implementing and mandating accessibility standards in order to achieve accessibility for persons with disabilities, with respect to goods and services specific to customer service for organizations that provide goods, services, facilities, accommodation, employment, buildings, structures and premises.
AODA, Ontario Regulation 429/07, entitled “Accessibility Standards for Customer Service” (“The Regulation”) establishes accessibility standards specific to customer service for organizations that provide goods and services to members of the public or third parties. Under the Accessibility for Ontarians with Disabilities Act, 2005 all organizations must meet the requirements of accessibility standard established by “The Regulation”.
STATEMENT OF COMMITMENT
S&you is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity that ensures persons with disabilities have the same opportunities to access and benefit from our services. We are committed to meeting the needs of people with disabilities and removing barriers to accessibility.
CUSTOMER SERVICE STANDARD
S&you continues to meet its obligation under the customer service standard employing training for all new employees, staff and volunteers.
DEFINITIONS OF ACCESSIBILITY
Accessible: means customer service is provided in a manner that is capable of being easily understood or appreciated, obtainable, capable of being reached or entered.
a) Any degree of physical infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and without limiting the generality of the foregoing, including diabetes, mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impairment, deafness or hearing impediment, muteness or speech impediment or physical reliance on a guide dog or other animal or on a wheel chair or other remedial appliance or device.
b) A condition of mental impairment or a developmental disability
c) A learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language.
d) A mental disorder
e) An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997
A guide dog is a dog that has been trained as a guide for a blind person at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act R.S.O. 1990, c. B.7, s.1 (1)
As defined by the AODA (the Accessibility for Ontarians with Disability Act), an animal is a service animal for a person with a disability.
a) If it is readily apparent that the animal is used by the person for reasons relation to his/her disability
b) The person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
Service Animals include but are not limited to guide dogs.
The customer is the term used in the AODA Legislation to describe any person who receives goods or services. The primary recipients of S&you’s services are contracted employees, applicants, candidates and clients who pay for the service.
- Alternate Format
- Alternate format means any other way of publishing information beyond traditional printing.
- Assistive Devices
- Assistive devices means an auxiliary aid such as communication aids, cognitions aids, personal mobility aids and medical aids (ie canes, crutches, wheelchairs, hearing aids etc)
- Policy Statement
S&you is committed to providing exceptional and accessible service for all applicants, candidates, contracted employees, clients and other customers. Services will be provided in a manner that respects the dignity and independence to all customers. The provision of services to persons with disabilities will be integrated wherever possible. Persons with disabilities will be given an opportunity equal to that given to others, to obtain, use or benefit from the goods and services provided by and on behalf of the S&you.
1. Accessibility Training Policy
a. Every person who deals with members of the public or who participates in developing S&you’s policies, practices and procedures governing the provision of goods and services to the public; including Company staff, volunteers, agents, contractors and others who provide service on behalf of S&you will receive training regarding the provision of goods and services to persons with disabilities.
b. The training will include the following information:
i. The purposes of the Accessibility for Ontarians with Disabilities Act,
ii. How to interact and communicate with persons with various types of disabilities,
iii. How to interact with persons with disabilities who use an assistive device, or require the assistance of a service animal or support person
iv. How to use equipment made available by the Company to help people with disabilities to access goods and services
v. What to do if a person with a disability is having difficulty accessing services.
c. Training will be provided to each person according to his or her needs and duties and as soon as is practicable on an ongoing basis in connection with changes to policies, practices and procedures governing the provision of goods or services to persons with disabilities. A record of the dates on which training is provided and the number of individuals to whom it is provided will be kept.
2. Feedback Process
S&you accepts feedback from the public in a variety of methods including:
- Phone, In person, Fax, Email,
- Through feedback forms
All feedback is reviewed by the Corporate Directors. Complaints are investigated and follow up is provided to the customer if requested.
3. Use of Service Animals and Support Persons
a. If a person with a disability is accompanied by a guide dog or other service animal, S&you will ensure that the person is permitted to enter a S&you facility with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law. Where a service animal is excluded by law, S&you will ensure that other measures are available to enable the person with a disability to obtain, use and benefit from the Company’s goods and services. The service animal must be under the care and control of the individual at all times.
b. If a person with a disability is accompanied by a support person, S&you will ensure that both persons are permitted to enter a Company facility, and that the person with a disability is not prevented from having access to the support person. S&you may require a person with a disability to be accompanied by a support person when in a Company facility, but only if a support person is necessary to protect the health or safety of the person with a disability or the health or safety of others in the facility. If an amount is payable by a support person for admission, or otherwise, to a premise, S&you will ensure notice is given in advance about the amount.
4. Notice of Temporary Disruptions
S&you shall provide notice of disruption of services to the public.
Any Notice of Disruption will contain the following:
- Reason for the disruption
- Anticipated duration
- Alternative facilities or services
- Company staff will provide such notice in at least one of the following three methods:
- Notice physically posted at the site of the disruption
- Notice on Company website
- Notice in local newspaper
5. Notice of availability of documents
S&you will provide the public notice of the availability of the documents, required by the Accessibility Standards for Customer Service, (O. Reg 429/07) upon request. Notice of availability will be provided on S&you web site and through other printed methods.
6. Format of documents
If S&you is required, by the Accessibility for Ontarians with Disabilities Act, 2005, to give a copy of a document to a person with a disability, the Company will take into account the person’s ability to access the information and will provide the document or information contained in the document in a format that meets those needs as agreed upon with the person.