Accessibility Standards for Customer Service
Ontario Regulation 429/07
Accessible Customer Service Policy Statement
Date of Policy: October 17, 2011
POLICY STATEMENT
TWD Technologies Ltd. is committed to eliminating barriers and improving accessibility for persons with disabilities in a manner that respects dignity, independence, integration and equality of opportunity. TWD Technologies Ltd. permits persons with a disability to use their own assistive devices when accessing our goods or services. These assistive devices may include but are not limited to: support persons, service animals, communication aids, cognition aids, mobility aids and medical aids.
PURPOSE:
This policy is intended to meet the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 and all related standards and regulations introduced under this legislation, ensuring that persons with disabilities are provided equal opportunities and standards of service. Reasonable efforts will be made to ensure that:
- Persons with disabilities are provided equal opportunity to obtain, use and benefit from TWD Technologies Ltd.’s goods and services.
- Goods and services are provided in a manner that respects the dignity and independence of persons with disabilities.
- Communications with a person with a disability are conducted in a manner that takes the person’s disability into account.
- Persons with disabilities may use assistive devices, service animals and support persons as is necessary to access TWD Technologies Ltd.’s goods and services.
SCOPE:
This policy applies to all TWD Technologies Ltd. employees as well as volunteers, agents, contractors who act on behalf of or represent TWD Technologies Ltd. in any manner.
PROCEDURES:
Assistive Devices
The use of assistive devices by persons with disabilities to obtain, use or benefit from TWD Technologies Ltd.’s goods or services is recognized unless otherwise prohibited due to health and safety or privacy issues. Where applicable, assistive devices owned and operated by TWD Technologies Ltd. will be available for use by persons with disabilities. It is the responsibility of the person with a disability to ensure that his or her assistive device is operated in a safe and controlled manner at all times.
Support Persons
Persons with disabilities are permitted to be accompanied by their support person in areas/premises that are open to the public, when accessing goods and services provided by TWD Technologies Ltd.. If a person with a disability is accompanied by a support person, TWD Technologies Ltd. shall ensure that both persons are permitted to enter the premises together and that the person with a disability is not prevented from having access to the support person while on the premises.
Service Animals
Persons with disabilities are permitted to be accompanied by their service animal and keep that animal with them in areas/premises that are open to the public, when accessing goods and services provided by TWD Technologies Ltd.. It is the responsibility of the person with a disability to ensure that his or her service animal is kept in control at all times.
In the event that a service animal is otherwise prohibited by law from the premises, TWD Technologies Ltd. will ensure that other measures are available to enable the person with a disability to obtain, use or benefit from TWD Technologies Ltd.’s goods and services.
Communication, Telephone services
We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
We will offer to communicate with customers by email if telephone communication is not suitable to their communication needs or is not available.
Service Disruptions
Temporary disruptions in TWD Technologies Ltd.’s services and facilities may occur due to reasons that may or may not be within TWD Technologies Ltd.’s control or knowledge. TWD Technologies Ltd. will make reasonable effort to provide notice of disruption to the public or third parties, including information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if any, that may be available. TWD Technologies Ltd. will make reasonable effort to provide prior notice of planned disruption if possible, recognizing that in some circumstances, such as in the situation of unplanned temporary disruption, advance notice will not be possible. In such cases, TWD Technologies Ltd. will provide notice as soon as possible.
When temporary disruptions occur to TWD Technologies Ltd.’s services or facilities, TWD Technologies Ltd. will provide notice by posting the information in a prominent location on TWD Technologies Ltd.’s premises or posted on TWD Technologies Ltd.’s website or by such other method as is reasonable under the circumstances. In the event of an unexpected disruption, notice will be provided as soon as possible.
Training
Employees, volunteers, agents/contractors of TWD Technologies Ltd. who interact with the public or other third parties on behalf of TWD Technologies Ltd. or who participate in developing TWD Technologies Ltd.’s policies, practices and procedures governing the provision of goods or services to members of the public or other third parties will receive training on the following topics as outlined in Ontario Regulation 420/07:
- Review of the AODA and the requirements of Regulation 429/07
- How to interact and communicate with persons with various types of disabilities
- How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or the assistance of a support person
- How to use equipment or devices provided by TWD Technologies Ltd. (if applicable)
- What to do if a person with a particular type of disability is having difficulty accessing TWD Technologies Ltd.’s goods or services
- TWD Technologies Ltd.’s Accessible Customer Service policies, procedures and practices
Feedback Process
The ultimate goal of TWD Technologies Ltd. is to meet and surpass customer expectations while providing services to customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated.
Feedback from a member of the public or third party about the delivery of goods and services to persons with disabilities may be given by telephone, in person, in writing, in electronic format or through other methods. Information about the feedback process is available and notice of the process is posted on the TWD Technologies Ltd. website, www.twdtechnologies.com.
Feedback shall be received in any form (in person, by telephone, in writing, by fax, by email) and all such documents will be logged. All questions and concerns received by [insert name of individual responsible for receiving questions/concerns] shall be acknowledged within a maximum of 2 business days from the date of receipt. Response time to the feedback will depend on the issue, but will not exceed 15 business days unless there are extenuating circumstances involved.
Notice of Availability of Documents
Documents required under this regulation are available upon request. TWD Technologies Ltd. will take into consideration the person’s disability and provide documents in an appropriate format. TWD Technologies Ltd. and the person with a disability will agree on what format will be used.
Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about this policy, or if the purpose of this policy is not understood, questions can be referred to Latha Balakrishnan, Human Resources Generalist.
|
