Accessible Customer Service Policy
This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.
All goods and services provided by DispatchUs Inc. shall follow the principles of dignity, independence, integration and equal opportunity.
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:
A. The Provision of Goods and Services to Persons with Disabilities;
B. Assistive Devices
C. Service Animals
D. Support Persons
E. Notice of Service Disruptions
F. Customer Feedback
H. Notice of Availability and Format of Required Documents
A. The Provision of Goods and Services to Persons with Disabilities
DispatchUs Inc. will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity.
• Using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
• Communicating in a manner that takes into account the customer’s disability.
B. Assistive devices
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by DispatchUs Inc. In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services.
C. Service animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public, unless prohibited by law.
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, DispatchUs Inc. may request verification from the customer.
Verification may include:
• A letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
• A valid identification card signed by the Attorney General of Canada; or,
• A certificate of training from a recognized guide dog or service animal training school.
The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, DispatchUs Inc. will make all reasonable efforts to meet the needs of all individuals.
D. Support persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises and/or at client sites. In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.
E. Notice of temporary disruption
DispatchUs Inc. will notify clients promptly in the event of a planned or unexpected disruption to services or facilities for clients with disabilities. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. Such disruptions could include but are not limited to disruptions to the following services: elevators, escalators, automatic doors, accessible washrooms and accessible parking.
The notice will be placed in an area and via a medium that is practical for the particular disruption and accessible to all employees and clients affective by the disruption.
F. Feedback process
Clients who wish to provide feedback on the way PeopleToGo Inc. provides goods and services to people with disabilities can e-mail, call or write to GoToPeople Service Centre at Gotopeople@peopletogo.com.
Clients can expect to hear back within five (5) business days. Complaints will be addressed according to our organization’s regular complaint management procedures.
G. Training for employees
DispatchUs Inc. will provide training to all employees and those who deal with the public or other third parties on their behalf, including the individuals who are involved in the development and approval of customer service policies, practices and procedures. For new hires, this training will be provided as soon as practicable after date of hire.
Training will include:
· An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
· How to interact and communicate with people with various types of disabilities;
· How to understand and use assistive devices; and
· Provide employees with DispatchUs Inc’s accessible customer service plan
Employees will also be trained when changes are made to our accessible customer service plan.
Modifications to this or other policies
Any policy of DispatchUs Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.