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Customer Service Policies, Practices and Procedures

Providing Goods and Services to People with Disabilities

Introduction

SCI MarketView (hereafter referred to as “SCI”) is committed to equal access to goods and services, providing exceptional and accessible customer service for its customers, and is obligated to comply with the Accessibility for Ontarians with Disabilities Act 2005 (AODA) and Ontario Regulation 429/07 (Accessibility Standards for Customer Service). To ensure these outcomes, operational policies and procedures are developed under the guidelines of dignity, independence, integration and equality of opportunity, in compliance with AODA.

Statement of Organizational Commitment

SCI is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws.

Scope

The Policy shall apply to every person who provides goods or services to customers of the public and third parties (collectively “customers”) in Ontario on behalf of SCI, whether that person does so as an employee, independent contractor, agent, volunteer, or otherwise. The Policy shall also apply to every person involved in the development of policies, procedures and practices pertaining to the provision of goods and services to customers by SCI.

Providing goods and service to people with disabilities

SCI is committed to excellence in serving all customers including people with disabilities and SCI carries out its functions and responsibilities in the following areas:

  1. Communication
    SCI communicates with people with disabilities in a courteous manner taking into account their disability and any accommodating measures that may be required. SCI undertakes to train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
  2. Telephone services
    SCI is committed to providing fully accessible telephone service to our customers. SCI trains staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. SCI offers to communicate with customers in alternate formats (e.g. text, email, relay services etc.) if traditional telephone communication is not suitable to their communication needs or is not available.
  3. Assistive devices
    SCI is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. SCI undertakes to ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities including: elevators, wheelchair ramps, and wheelchair accessible washrooms.

Use of service animals and support persons

SCI welcomes people with disabilities who are accompanied by a service animal and other third parties. SCI undertakes to ensure that all staff, volunteers and others dealing with the public are properly trained on how to interact with people with disabilities who are accompanied by a service animal.

SCI welcomes people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person can enter SCI 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 SCI premises. Support persons, may on occasion be required to sign confidentiality agreements depending on the specific circumstances.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, SCI will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Training for staff

SCI will provide training to employees, volunteers and others who deal with the public or other third parties on behalf of SCI. In addition, SCI will provide training to persons involved in the development of policies, procedures and practices pertaining to the provision of goods and services to its customers.

Training will include the following:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Accessibility Standard for Customer Service.
  • How to interact and communicate 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 SCI’s goods and services
  • SCI’s policies, practices and procedures relating to the customer service standard.

Training will be provided to each person as soon as practical after being assigned the applicable duties. Training will also be provided on an ongoing basis in connection with changes to the policies, practices and procedures governing the provision of goods and services to persons with disabilities.

SCI will keep a log of all the training it provides, documenting who was trained, on what and when.

Feedback process

SCI’s ultimate goal is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way SCI provides goods and services to people with disabilities can be made by verbally, in writing, in electronic format, or through other methods, using the contact information set out below. If an individual wishes to be contacted about their feedback, he or she must provide his or her name and contact information.

SCI will address complaints that arise through the feedback process in a timely manner.

Alternative Formats

Upon request, SCI will provide information in alternate formats (i.e. other ways of publishing information beyond traditional printing). Examples of alternate format include but are not limited to: hard copy, large print, etc.

Modifications of this or other policies

SCI is 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 SCI that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions about this policy

This policy exists to achieve service excellence for customers with disabilities. Any questions should be referred to HR@scimarketview.com.