Accessible Customer Service Standard Policy

Accessible Customer Service Standard Policy |  Accessibility Policy and Mult-Year Accessibility Plan
 
PURPOSE
It is the policy and purpose of Service Experts Heating and Air Conditioning to provide goods and services to persons with disabilities in a way that is consistent with the principles of independence, dignity, integration and equal opportunity.
 
SCOPE
This policy applies to delivery of all goods and services in the Province of Ontario by Service Experts Heating and Air Conditioning, by any means including in person, by telephone, by mail, visually, verbally or by written means.
In addition, this policy also applies to all Service Experts Heating and Air Conditioning employees and contingent workers (agency contractors, third party, etc.) who work in Ontario and others who provide service in Ontario regardless of where they are located, as well as volunteers and third parties who interact on behalf of Service Experts Heating and Air Conditioning in Ontario.
 
COMMUNICATION
We will communicate with people with disabilities in ways that take into account their disability.
 
DEFINITIONS (AODA 2005)
 
Disability shall mean:
a) 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, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
b) A condition of mental impairment or a developmental disability;
c) A learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
d) A mental disorder, or
e) An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Accessible shall mean capable of being entered or reached, approachable; easy to get at; capable of being influenced, obtainable; able to be understood or appreciated.
 
Assistive Device shall mean a device used to assist persons with disabilities in carrying out activities or in accessing the services of persons or organizations covered by the customer service standard.
 
POLICY
 
1. ASSISTIVE DEVICES
Persons with disabilities may obtain, use, or benefit from goods or services by utilizing their own assistance devices but, if a person with a disability is hindered or prevented from accessing goods or services using their assistive device, Service Experts Heating and Air Conditioning will consult with the person and accommodate them by providing an alternative wherever possible.
 
2. SERVICE ANIMALS
Service animals, such as, but not limited to guide dogs, hearing dogs, seizure response dogs, and other certified service animals, shall be permitted entry to all Service Experts Heating and Air Conditioning facilities and meeting rooms that are open to the public, unless otherwise excluded by law.
 
Definition of a Service Animal (AODA 2005)
 
An animal is a service animal for a person with a disability.
(a) If it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
(b) If the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
 
A service animal is not a pet.
 
Guide Dog
 
A dog trained as a guide for a blind person and having the qualifications prescribed by the regulations (Blind Persons’ Rights Act 1990 s1 (1)).
 
3. SUPPORT PERSONS
A Support Person shall be permitted entry to all Service Experts Heating and Air Conditioning facilities and meeting rooms that are open to the public, or as otherwise approved by the appropriate personnel.
 
Where a Support Person is necessary to protect the health and safety of the person with a disability or the health and safety of others on the premises, the person with the disability shall be accompanied by a Support Person when on the premises.
Customers are required to provide their own Support Person(s).
 
Definition of Support Persons (AODA 2005)
 
“Support Person” means in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods and services.
 
4. NOTICE OF TEMPORARY SERVICE DISRUPTIONS
Service Experts Heating and Air Conditioning will give notice of temporary disruptions to services or facilities used by persons with disability, including the reason(s) for the disruptions and expected duration. The notice shall be posted appropriately at the applicable facility. When the disruption is planned, advance notice will be provided.
 
5. TRAINING
To create awareness and ensure compliance, AODA training shall be mandatory for all employees and applicable individuals in Ontario and those who interact with Ontarians on the Company’s behalf as well as those who are involved in developing the Company’s customer service policies, practices and procedures on topics outlined in the Customer Service Standard. “Applicable individuals” are defined as Service Experts Heating and Air Conditioning (permanent or temporary), contingent workforce (agency or independent) and volunteers that interact with the Ontario public on behalf of the Company.
 
Supervisors, Managers and other Senior Leadership are responsible to ensure that all employees and contractors in their organizations receive the mandatory AODA training. Human Resources will assist in supporting compliance with education materials and reporting.
 
All new employees are required to complete AODA training within 90 days of hire. In addition, all employees will be required to receive additional training should it be deemed that there are material updates to the course and/or legislation/standards.
Records will 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 Service Experts Heating and Air Conditioning to Ontarians shall provide relevant training, learning opportunities or direction to their employees and volunteers regarding their roles and responsibilities under the AODA.
 
6. FEEDBACK PROCESS
Service Experts Heating and Air Conditioning will accept feedback from anyone who has any concern about the Accessibility Program. Feedback may be provided by a person with a disability directly to the service provider. Feedback may be submitted to Human Resources via mail or email.
 
7. AVAILABILITY OF DOCUMENTS
All documents relating to the Customer Service Standard of the Accessibility for Ontarians with Disabilities Act (AODA) will be made available upon request and in a format reasonably accommodating disabilities.
 
Any questions about this AODA policy, the feedback process or availability of documents can be directed to:
Human Resources, Service Experts Heating and Air Conditioning
Mail:   6200 Dixie Road, Unit 215
          Mississauga, ON L5T 2E1
 
Email: Canada.HR@serviceexperts.com