AODA – Integrated Accessibility Standards Regulation (IASR) Customer Service Standard

Intent

The purpose of this procedure is to outline the responsibilities of teammates, or other third parties who deal with the public on behalf of Quarry Integrated Communications (Quarry)., who provide services to people with disabilities in compliance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

Quarry strives at all times to provide its services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services; allowing them to benefit from the same services, in the same place and in a similar way as other clients.

Responsibility

It is the responsibility of Quarry to communicate and train teammates on the AODA Customer Service Standard in conjunction with our policies and procedures. It is the responsibility of the teammate to ensure that they participate in the training and understand the Act and the corresponding Quarry policies and practices.

Definitions

Accessible formats: Include but are not limited to large print, recorded audio and electronic formats, and other formats usable by persons with disabilities.

Alternate formats: Refers to alternate ways to provide goods and services. This may be through various forms of communication such as, but not limited to, speech, writing, in person, over the phone, large print, electronic text (Word or html), Braille, sign language interpretation, communication devices, media caption, etc.

Assistive devices: Equipment that people with disabilities utilize to assist in their daily lives at home, work, school, etc. Such devices could be a walker, scooter, cane, magnification or specialized learning software, communication board, etc.

Assistive technology: Equipment or software such as screen reading, audio recording and voice recognition which people with disabilities use to obtain information and communicate with others.

Client: The term used in the AODA Legislation to describe patrons, stakeholders or anyone in receipt of goods and services.

Disability:

  1. any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness,
  2. a condition of mental impairment or a developmental disability,
  3. a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  4. a mental disorder, or
  5. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997; (“handicap”)

Service animal: Any animal used by a person with a disability for reasons relating to the disability or where the person provides a letter from a physician confirming that they require the animal for reasons relating to their disability; or where the person provides 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.

Support person: Someone who accompanies a person with a disability in order to assist them. Their assistance may include, but is not limited to, communication, mobility, personal care, medical needs or access to goods or services.

TRS: A telecommunications relay service (TRS) allows people who are deaf, hard of hearing, or speech impaired to communicate through a communications assistant (CA) with people who use a standard telephone. A CA relays the TTY (a typewriter paired with an electronic communication channel) input to the telephone user and types that person’s response back to the TTY user.

TTY: Teleprinter, teletypewriter or teletype printer, a typewriter paired with an electronic communication channel, used for telecommunications or as a computer terminal.

Procedure

Communication with persons with disabilities

When communicating with a person with a disability, Quarry will do so in a manner that takes into account the person’s disability. Quarry is committed to providing training to all current and future teammates.

Telephone services

Quarry is committed to providing accessible telephone services to our clients. We will train teammates to communicate with clients over the phone, in clear, plain language and to speak clearly and slowly.

We will offer to communicate with clients by email, in person, by mail or by TTY or TRS, if telephone communication is not suitable to their communication needs or is not available.

Personal assistive devices

Quarry is committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our services.

Upon request, Quarry will advise our clients of the assistive devices that are available in our office. Clients will also be permitted to use their own assistive devices on our premises.

Use of service animals and support persons

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public or other third parties. We will also ensure that all teammates, and others representing Quarry, dealing with the public, are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

We are also committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Quarry premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Service disruption notification

Quarry will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services used by persons with disabilities. This notice will include information about the reason for the disruption, how long the disruption is expected to last, and a description of any alternative facilities or services, if available.

This notice will be placed at all public entrances and at the reception desk of all our premises. Depending on the nature of the disruption, notice will also be provided on outgoing telephone, by TTY messages and on our website.

This notice will be available in alternate formats.

Billing

We are committed to providing accessible invoices to all our clients. For this reason, invoices will be provided in the following formats, upon request:

  • Hard copy
  • Large print
  • Email

We will answer any questions clients may have about the content of the invoice in person, by telephone or by email.

Training

Quarry will provide training on customer service for people with disabilities to all teammates who provide services and who are involved in the development and approvals of client service policies, practices and procedures. New teammates will be provided with training as part of the orientation program, but no later than seven business days after teammates commence their duties.

Such training shall include:

  • A review of the purposes of the AODA Act, 2005 and the requirements of the Accessibility Standards for Customer Service.
  • Guidelines for interacting and communicating with persons with various types of disabilities.
  • Guidelines for interacting with persons with disabilities who use an assistive device or require the assistance of a service animal or support person.
  • Usage of available equipment or devices that may assist with the provision of services to persons with disabilities.
  • Guidance for providing assistance if a person with a disability is having difficulty in accessing Quarry’s services.
  • Quarry’s policies relating to the Customer Service Standard for services to persons with disabilities.

Teammates will be trained on policies and practices that affect the way services are provided to people with disabilities. Teammates will also be trained on an ongoing basis when changes are made to these policies and practices.

Availability and format of documents (Alternative formats)

All documents required by the Accessibility Standards for Customer Service, including Quarry’s Accessible Customer Service procedure, notices of temporary disruptions, training records and written feedback processes, are available upon request. When providing these documents to a person with a disability, Quarry will provide the document, or information contained in the document, in a format that takes the person’s disability into account.

Quarry will provide alternative formats for:

  • Vision (large print, video conferencing, conference calls, assistance to read)
  • Hearing (written, email, Bell TSR)
  • Physical (speaker phones, assistant)

Feedback process

The ultimate goal of this procedure is to meet service delivery expectations while servicing clients with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated.

Feedback regarding the way Quarry provides services to people with disabilities can be made:

  • Using the Contact Us form on our website
  • By telephone or TTY or TRS
  • By email
  • In person
  • By mail
  • Verbally

All feedback will be directed to our Director, People. Clients can expect to hear back within 3 business days.

Modifications to this or other related policies

We are committed to developing client service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy or procedure of Quarry that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions about this procedure

This procedure exists to achieve service excellence to clients with disabilities. If anyone has a question about this procedure, or if the purpose of any of our policies or procedures is not understood, an explanation will be provided by the Director, People for Quarry.

Contact

Director, People
Quarry Integrated Communications
1440 King Street, North
St. Jacobs, Ontario
N0B 2N0

Review

This policy will be reviewed regularly to ensure that it is reflective of Quarry’s current practices as well as legislative requirements.