Accessibility for Customer Service Standards Policy
The purpose of this Policy is to address the accessibility requirements of Ontario Regulation 429/07, Accessibility Standards for Customer Service under the Accessibility for Ontarians with Disabilities Act, 2005.
The Corix Group of Companies (the “Company”) is committed to eliminating barriers and improving accessibility for persons with disabilities in a manner that respects dignity, independence, integration and equal opportunity.
The Company recognizes the diverse needs of all our clients and the public that may be affected by the goods and services that we provide and will respond by striving to provide services and facilities that are accessible to all.
Reasonable efforts will be made to ensure that:
- Persons with disabilities are provided equal opportunity to obtain, use and benefit from the Company goods and services.
- Goods and services are provided in a manner that respects the dignity and independence of persons with disabilities.
- The goods and services provided to persons with disabilities are integrated with the provision to users of the same goods and services unless an alternate measure is necessary to allow a person with a disability to fully benefit. The alternate measure may be temporary or permanent.
- 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assistive devices, service animals and support persons as is necessary to access the Company goods and services unless superseded by other legislation.
This Policy applies to any Ontario employees of the Company as well as volunteers, agents, contractors, third parties or any other individuals who interact with the public or other third parties located in Ontario, who represent or act on behalf of the Company in any manner.
Assistive Device is an auxiliary aid such as technical aids, communication aids, cognition aids (reading, listening, talking aids), personal mobility aids and medical aids (i.e. canes, crutches, wheelchairs, hearing aids, etc.) that is used to increase, maintain, or improve the functional abilities of people with disabilities to access and benefit from the goods and services offered by the Company.
Barrier, as defined by the Accessibility for Ontarians with Disabilities Act, 2005, means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, any information or communications barrier, an attitudinal barrier, a technological barrier, a policy, procedure or a practice.
Disability, as defined by the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, is:
- any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
- a condition of mental impairment or a developmental disability,
- a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
- a mental disorder, or
- an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Person with Disabilities shall mean those individuals that are afflicted with a disability as defined under the Ontario Human Rights Code.
Service Animals shall mean an animal for a person with a disability if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
Support Persons shall mean any person whether a paid professional, volunteer, family member or friend who accompanies a person with a disability in order to help with communication, mobility, personal care or medical needs or with access to goods or services.
The use of assistive devices by persons with disabilities to obtain, use or benefit from the Company goods or services is recognized unless otherwise prohibited due to health and safety or privacy issues.
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.
The Company will endeavour to communicate with persons with disabilities in ways that take into account their disability. This means employees will communicate in a means that enables persons with disabilities to communicate effectively for purposes of using, receiving and requesting goods, services and facilities.
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 or services provided by the Company, unless the animal is otherwise excluded by law.
In the event that a service animal is otherwise prohibited by law from the premises, the Company shall ensure that other measures are available to enable the person with a disability to obtain, use or benefit from the Company goods or services.
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.
Persons with disabilities are permitted to be accompanied by their support person in areas/premises that are open to the public, when accessing goods or services provided by the Company.
If a person with a disability is accompanied by a support person, the provider of goods or services 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. If there is confidential information to be disclosed, consent must be received from the person with the disability.
Where fees for goods and services are charged, the Company shall ensure that notice is given in advance about the amount, if any, that would be charged to a support person.
The Company may deem it necessary to require a support person for a person with a disability in order to protect the health and safety of that person or others on the premises. This will only occur after consultation with the person with a disability and when it is the only means to allow the person with a disability to access the Company goods or services.
In the event of a planned service disruption to facilities, services or systems that are relied upon by persons with disabilities to access the Company goods or services, notice of the disruption shall be provided in advance.
Notice of the disruption will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities, services or systems, if any, that may be available.
In the event of an unexpected disruption, notice will be provided as soon as possible.
The Company is committed to establishing, implementing and maintaining a program for training on how to provide customer service to people with disabilities.
The Company shall ensure that the management, all staff (full-time, part-time, temporary, students), volunteers and contractors who interact with the public or other third parties on behalf of the Company receive training about the provision of its goods or services to persons with disabilities.
The training shall include but is not limited to the following:
- Review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of Ontario Regulation 429/07 Accessibility Standards for Customer Service.
- How to interact and communicate with persons with various types of disability.
- How to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog, other service animal or the assistance of a support person.
- How to use the Company equipment or devices that may help with the provision of goods or services to a person with a disability.
- What to do if a person with a particular type of disability is having difficulty accessing the Company goods or services
- The Company Accessible Customer Service policies, procedures and practices governing the provision of goods or services to persons with disabilities
Training shall be provided to each person as soon as practicable after he or she is assigned the applicable duties as well as on an ongoing basis as changes occur to the Company policies, procedures and practices governing the provision of goods or services to persons with disabilities.
The Company will keep detailed records of the training provided for reporting purposes.
The company will maintain a feedback process to enable members of the public to comment on the provision of goods and services to persons with disabilities. Feedback from the public is welcomed as it may identify areas that require change and encourage continuous service improvements.
All feedback will be kept in strict confidence and used to improve customer service. An answer to feedback is not mandatory, however depending on the situation, it may be appropriate to respond to the customer. Should an answer be deemed appropriate and should the customer have chosen to supply his or her contact information, the customer will be provided with a response.
A member of the public may submit any comments or concerns in person at the Company location or by any of the following methods:
Notice of Availability of Documents
The Company will make this Policy and any other documents required by Ontario Regulation 429.07 available upon request.
The Company is committed to providing accommodation to its customers where appropriate.
If the Company is required to provide a copy of a document to a person with a disability, the Company will take into consideration the person’s disability and provide the document in an appropriate format, which may include large print, electronic format, recorded audio or Braille. The Company and the person with a disability will agree on the format to be used.
The management of the Company is responsible for ensuring compliance with Ontario Regulation 429/07, Accessibility Standards for Customer Service.
For more information about this policy, or questions related to accessibility at the Company, please contact us:
Corix Group of Companies
Suite 1160 - 1188 West Georgia Street
Vancouver, BC V6E 4A2
Email: firstname.lastname@example.org (Human Resources)
References and Related Documents