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Accessibility Standards For Customer Service Policy
Accessibility Standards For Customer Service Policy
Accessibility Standards For Customer Service Policy
Application
Our Commitment
Principles
Covalon will ensure that this policy and any related practices or procedures are consistent with the following core principles:
(i) Dignity: people with disabilities should be treated as valued customers and clients who are as deserving of effective and full service as other customers and clients.
(ii) Independence: goods and services must be provided without the control or influence of others, and the freedom of people with disabilities to make their own decisions must be respected.
(iii) Integration: people with disabilities must be able to benefit from services or products in the same place and the same or similar manner as other clients or customers, whenever possible.
(iv) Equality of Opportunity: people with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from goods and services.
Providing Goods and Services to Persons with Disabilities
Covalon is committed to excellence in serving all of its clients and customers, including those with disabilities, and will do so in the following ways:
Communication:
We will communicate with people with disabilities in ways that take into account their disability. Covalon will employ such mediums of accessible communication as may be required in a specific circumstance and will train personnel on how to utilize the specific methods of communication, and on how they can best interact and communicate with people with various types of disabilities.
Assistive Devices:
Persons with disabilities will be allowed to use their own personal assistive devices to access our services and will also have access to assistive devices that may be available on our premises, including accessible washrooms and alternate document formats.
Use of Service Animals or Support Persons:
People with disabilities who are accompanied by a service animal are welcome on the parts of our premises that are open to the public and other third parties, unless the service animal is otherwise excluded by law. If a service animal is excluded, we will explain to the client or customer why exclusion is necessary, and explore alternative measures of accommodation. If it is not readily apparent that the animal is a service animal, we may ask the person with a disability for a letter from a physician or nurse confirming that the person requires the animal for reasons relating to his or her disability. Every attempt will be made to ensure that any offsite event venues are compliant with Covalon’s commitment regarding service animals.
People with disabilities that require a support person are allowed to enter our premises or offsite event venues, and at no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises or premises operated by Covalon for event purposes.
We will ensure that personnel are trained to be able to appropriately interact with people with disabilities that are accompanied by service animals or support persons.
Notice of Temporary Disruption
We will notify our clients and customers if there is a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will be posted at the entrance of the applicable premises and/or Covalon’s website. The notice will include the following information:
the facility or service that is unavailable;
the reason for the disruption;
the anticipated duration of the disruption; and
alternative facilities or services, if available.
Training and Record Keeping
We will ensure that all personnel, and all those who are involved in the development of Covalon’s policies, practices and procedures, are trained.
The training will be provided as soon as possible after hiring or engagement, on commencement of new or additional duties that require training, and on an ongoing basis when changes are made to the applicable policy, practices or procedures. Training will include the following:
a review of the purpose of the AODA and the requirements of the Customer Standard;
a review of this policy;
how to interact and communicate with persons with various types of disabilities;
how to interact with persons with a disability who use an assistive device or require the assistance of a service animal or support person;
how to use assistive devices provided by Covalon; and
how to assist a person with a disability that is experiencing difficulty accessing Covalon’s premises, goods or services.
Covalon will ensure that accurate and up-to-date training records are kept. These records shall include the dates of the training, and the number of individuals to whom the training was provided.
Feedback Process
We welcome feedback from the public regarding this policy and its implementation. Feedback regarding the way Covalon provides goods and services to people with disabilities can be made:
In person at:
1660 Tech Avenue, Unit #5,
Mississauga, ON L4W 5S7
Canada
By telephone at:
+1 (905) 366-0949
In writing to:
1660 Tech Avenue, Unit #5,
Mississauga, ON L4W 5S7
Canada
Attention: Human Resources
Electronically to: [email protected]
All feedback will be directed to Human Resources, and those providing feedback can expect to receive a response within 7 business days.
Documentation
Covalon will prepare one or more documents that will describe the policies, practices and procedures regarding accessible customer service, with particular reference to: (i) the use of personal assistive devices, as well as those provided by Covalon; (ii) entry of service animals and support persons; (iii) the steps that will be taken in connection with a temporary disruption to facilities or services used by people with disabilities; (iv) provision of accessible customer service training; and (v) receiving and responding to feedback regarding the provision of goods and services to people with disabilities.
Covalon will make this documentation available to members of the public upon request, and in a format that takes into account a person’s disability, if applicable. Notification of the availability of this documentation will be posted at a conspicuous place at our premises and on our website.
Modifications
We are committed to developing customer service policies that respect and promotes the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Covalon’s that does not respect and promote the dignity of people with disabilities will be modified or terminated.
Questions/Clarification
This policy exists to achieve service excellence to our clients and customers with disabilities. Any questions regarding this policy, or its associated practices or procedures, should be directed to Human Resources at (905) 366-0949 or [email protected].
