Purpose
The purpose of the Accessibility Policy is to provide instruction to all employees with regard to serving customers including people with disabilities and set out guidelines to ensure consistency throughout the organization.
Our Commitment
Varcon will strive to provide services in a manner that is accessible to all of our customers and respects the dignity and independence of people with disabilities. We are committed to offering equal opportunity to access our services and to providing the benefit of the same services, in the same place and in a similar way to all customers.
Assistive Devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure our staff receive training and are familiar with various assistive devices that may be used by any individuals with disabilities while accessing our goods or services in areas accessible to the public.
Communication
We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
Telephone Services
We are committed to providing fully accessible telephone service to our customers. We will train our staff to communicate with customers over the telephone in clear and plain language to speak clearly and slowly. We will offer to communicate with customers by e-mail, fax or letter if telephone communication is not suitable to their communication needs or is not available.
Service Animals and Support Persons
We welcome people with disabilities and their service animals or support persons. They will be permitted to accompany them on our premises in areas that are open to the public. A personal support person may be required to sign a confidentiality agreement.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Varcon will notify customers promptly and clearly post a notice regarding the reason for the disruption, its anticipated duration and a description of an alternative facility or service, if available.
Training for Staff
Varcon will provide training to all staff, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.
The training will be provided, within three months from their date of hire, any new members to our firm, volunteers or others.
Training will include the following:
• The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
• How to interact and communication with people with various types of disabilities.
• How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
• What to do if a person with a disability is having difficulty in accessing Varcon’s services
• Varcon’s policies, practices and procedures relating to the customer service standard
Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
Feedback Process
Customers who wish to provide feedback on the way Varcon provides goods and services to people with disabilities can, via e-mail, through the Varcon’s website [email protected]. All feedback will be directed to the Vice-President of Operations. Customers can expect to hear back within seven days. Complaints will be addressed according to our organization’s regular complaint management procedures.
Modifications to this or other policies
We are committed to developing customer 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 of Varcon that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Responsibility
1. Chief Executive Officer: Institute this policy and require compliance to it.
2. Vice-President, Operations – implement the training and feedback process
3. Vice-President, Finance – ensure that statutory reporting requirements are met