AODA Policy for Mid Huron

ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE

OBJECTIVE:

To ensure all Tuckers mith Commu nications ( TCC) programs and services are accessible to

everyone in the community in acco rdance with Ontario Regula tion 429/07 Accessibility

Standards for Cust omer Service.

Policy Overview

These policies and procedures apply to all goods and services that are delivered by TCC,

by any means including in person, by telephone, electronically, by mail, visually, orally or

by written means.

This policy applies to all TCC staff, volunteers, elected officials and third parties who deal

with the public, on behalf of Tuckersmith Communications. 

PROCEDURES:

The Corporation shall meet its duties and responsibilities under Ontario Regulation

429/07 by adhering to the following principles and practises:

I. Training

Training is required for those staff, elected officials, volunteers or third parties that

interact with the public on behalf of the corporation, or who are involved in

developing policies, practices and procedures. The required training must include

information on how to communicate and interact with people with disabilities, how to

interact with people who have an assistive device, service animal or support person,

how to utilize assisted devices that are available on premises, and what to do is a

person has difficulty accessing the Tuckersmith Communication’s Services.

The training will include the core principles of customer service as set out by TCC

which include : dignity, equity, inclusion, independence, integration, sensitiv ity and

equality. 

A training program of varying modules will be implemented which will ensure

compliance and meet the needs of various departments and employee groups.

Records are to be kept indicating the date and training provided, and the number of

individuals to whom it was provided.

Third party organizations providing goods or services on behalf of TCC shall

provide relevant training, learning opportunities or direction to employees and

volunteers regarding their roles and responsibilities under the AODA.

 

II. Service Animals and Support Persons

A person with a disability accompanied by a service animal is permitted to enter

TCC’s premises wit h the animal unless the animal is otherwise excluded by law.

Should a service animal be excluded from the premises then the company shall

ensure that other measures are available to enable the person with the disability

to obtain, use or benefit from the good and/or services.

Section 4(9) of the Accessibility Standards on Customer Service indicates that an

animal is a service animal if (1) it is readily apparent that the animal is being used

for reasons related to a person’s disability; or (2) if the person provides a letter from

the doctor or nurse confirming that the animal is required for reasons relating to the

disability.

Staff will be properly trained to identify support persons who may be a paid

professional, volunteer, family member or friend that may accompany a customer in

order to help with communication, mobility, personal care or medical needs or with

access to goods and services.

A disabled person’s support person is to be permitted access to company facilities at

no charge when there is a regular fee to access the facility.

 

III. Notice of Temporary Disruptions

Tuckersmith Communic atio ns will give notice of temporary disruptions to service or

facilities used by persons with disabilities including the reason(s) for the disruption.

The notice shall be posted appropriately at the facility and on the TCC web site

when appropriate. When the disruption is planned, advanced notice will be provided.

Notices in customer service areas will notify customers that their feedback is

welcomed and valued for the continual improvement of services so as to avoid

inadvertently excluding people with disabilities from activities or services.

An accessible simple to use system of providing feedback and complaints will be

made available through a range of service channels.

Staff will make note of feedback given in person, verbally or in writing, online, by

telephone, TTY or any other means. A simple to use, accessible process for

customers to provide feedback or complaints will be in place.

The Accessibility Advisory Committee will consult with customer service staff

regarding feedback and complaints and on improvements to customer service.

 

IV. Feedback

Notices in customer service areas will notify customers that their feedback is

welcomed and valued for the continual improvement of services so as to avoid

inadvertently excluding people with disabilities from activities or services.

An accessible simple to use system of providing feedback and complaints will be

made available through a range of service channels.

Staff will make note of feedback given in person, verbally or in writing, online, by

telephone, TTY or any other means. A simple to use, accessible process for

customers to provide feedback or complaints will be in place.

The Accessibility Advisory Committee will consult with customer service staff

regarding feedback and complaints and on improvements to customer service.

 

V. Emergency Situations

Staff will be familiar with emergency procedures and how to assist customers or staff

who may require help during an emergency.

A designated emergency room with the required equipment will be determined with

the advice of local emergency services staff and be known to fire, police and/or other

relevant departments.

Amended January 1, 2012