Accessibility Standards for Customer Service OVERVIEWThe Accessibility for Ontarians with Disabilities Act (AODA) became law on June 13, 2005. It outlines the requirements (standards) that all organizations must meet in i) customer service, ii) information and communication, iii) employment, iv) transportation and v) design of public spaces. It was created for the purpose of developing, implementing and mandating standards in order to achieve accessibility for persons with disabilities with respect to goods and services, facilities, accommodation, employment, buildings, structures and premises. Under the AODA, Ontario Regulation 429/07 entitled “Accessibility Standards for Customer Service”, which came into effect January 1, 2008, establishes accessibility standards specific to customer service for public sector organizations and other persons or organizations that provide goods and/or services to members of the public and/or other third parties.
This Policy has been prepared to meet the compliance requirements of the AODA Customer Service Standard and to ensure that the company and all of its’ employees and independent contractors consistently provide services in a way that meets the needs of any and all persons with a disability to ensure these individuals are treated as valued customers as deserving of service as any other customer.
The Company strives to ensure that this policy and related practices and procedures are consistent with the four (4) core principles:
Dignity – Persons with disabilities must be treated as valued customers and as deserving of the same level of service as any other customer.Equal Opportunity – Persons with disabilities must be given the same opportunity as others to obtain, use and benefit from our goods and services. Integration – Wherever possible, persons with disabilities will benefit from our goods and services in the same or similar manner as any other customer. In circumstances where this is not possible, goods and services will be provided in another way that takes into account the individual’s needs.Independence – Goods and services will be provided in such a way that respects the individuals’ independence. We are always willing to assist wherever needed but will not do so without prior permission from the person.
The company and all of its employees and independent contractors strive to communicate with members of the public in a manner that is accessible to all, taking into account any disability present.
Persons with disabilities are permitted to use their own assistive device when on our premises for the purpose of obtaining, using or benefitting from our goods and services.
Exceptions may occur in situations where it is determined that the assistive device may pose a risk to the health or safety of the individual or to others on the premises. In these situations, every effort will be made to provide an alternative means of assistance for the person with a disability.
Persons with disabilities who are accompanied by a service animal may access the company premises and keep the animal with them unless excluded by law. A person with a disability who is accompanied by a service animal must maintain control and care of the animal at all times.
If any staff member or other person on the premises has a severe allergy to animals which could result in a health or safety concern, every effort will be made to meet the needs of all individuals involved.
Any person with a disability may enter the premises with a support person and have access to that support person at all times.
The Company may require a person with a disability to be accompanied by a support person while on the premises in situations where it is deemed necessary for the health and safety of that person or of others on the premises.
NOTICE OF TEMPORARY DISRUPTION
Temporary disruptions in service may occur for reasons that may or may not be within our control or knowledge. The Company will provide notice in the event of a planned or unexpected disruption in our services used by persons with disabilities. Notification will be posted on the homepage of our website and will include:
that the service is currently unavailable,information about the reason for the disruption,how long the disruption is expected to lastdetails of any alternative facilities or services available
The company will provide training on AODA customer service requirements as it relates to our business, to all persons to whom this policy applies. Training will occur on an ongoing basis as needed based on updates and/or changes to policy. New employees will also receive training as part of their orientation.
Training will include:
A review of the purpose of the Act and Customer Service StandardsA review of the policyInteraction and communication with persons with various types of disabilitiesInteraction with persons with disabilities who use an assistive device, service animal or support personA review of how to assist persons with disabilities on our premises to best suit their needs in obtaining our goods and services.
The Company commits to meeting the expectations set out in this policy and therefore welcomes feedback regarding areas of change and/or improvement. Feedback may be received via telephone, letter, email, in person, or through our website. All feedback received will be kept confidential and will be responded to as quickly as possible. Feedback can be submitted to:
Build Bold Inc., Attn: Human Resources
140 Marycroft Ave., Unit 4
Phone: 1 (855) 955-2653
Established April 2017