ACCESSIBILITY POLICY AND STANDARDS FOR CUSTOMER SERVICE
1 ACCESSIBILITY POLICY AND STANDARDS FOR CUSTOMER SERVICE
Caxton Mark Inc (“the Company”) is committed to providing its products and services in a way that respects the dignity and independence of people with disabilities. To ensure this commitment is adhered to, the Company has adopted the Accessibility Policy and Standards for Customer Service (“the Policy”) which requires all employees, contractors and applicable third party service providers who deal with the public on our behalf, to adhere to the standards and procedures set out herein. In addition, all employees must complete the Caxton Mark Inc Accessibility Standards for Customer Service Training Program (“the Training Program”). Contractors and third party service providers who deal with the Ontario public on our behalf, must also complete the Training Program or provide written confirmation that they’ve received comparable training on the Accessibility for Ontarians with Disabilities Act (“the Act”) and the Accessibility Standard for Customer Service (“the Standard”). Management of the Company is responsible for the implementation, on-going administration and monitoring compliance with this Policy.
1. ASSISTIVE DEVICES
Employees are required to be trained and familiarize themselves with various assistive devices we may have on site or that we provide through a third party provider that may be used by customers with disabilities while accessing our goods and services. Employees are required to allow customers who are disabled, to use their own assistive devices to access our products and services.
2. COMMUNICATING WITH CUSTOMERS WITH DISABILITIES
Employees are required, when communicating with a customer with a disability, to take into consideration their disability and how such disability affects the way they express, receive or process communications. Where possible, employees must ask the customer how they may communicate with them. In order to ensure accessibility of communications, employees must:
1. Provide written communications in larger font, upon request
2. Ask the customer what method of communication they would prefer and honour their request when reasonably possible. The following are examples of reasonable requests which must be honoured:
• a customer who is visually impaired may request that you read written communications to them
• a customer who is hearing impaired may request that you provide a written description of a product rather than a verbal one
• a customer who is intellectually disabled or learning disabled may request that you speak slower or try and provide a less sophisticated explanation of a product or issue
• Use assistive devices or services and/or allow the customer to use their assistive devices
3. SERVICE ANIMALS
Customers with disabilities will be permitted to be accompanied by his or her guide dog or other service animals in the areas of our premises that are open to the public or third parties. Service Animals are not, however, allowed in the warehouse and manufacturing area of our premises in order that we may comply with health regulations.
4. SUPPORT PERSONS
Customers with disabilities will be permitted to be accompanied by his or her support person while in those areas of the premises that are open to the public or other third parties.
5. DISRUPTIONS IN SERVICE
Where there is a temporary disruption in services or where facilities that are normally used by Caxton Mark Inc customers becomes temporarily unavailable, a notice describing the situation will be posted on Caxton Mark Inc website as soon as is practicably possible and/or in a clearly visible location at Caxton Mark Inc premises. Such notice will describe the reason for the disruption, the goods and services impacted by the disruption, the length of time it is expected to occur and details of any temporary alternate arrangements made to service the customer. If we know in advance that a disruption in service will be occurring or facilities may be temporarily unavailable, the notice, containing prescribed details, shall be posted in advance.
6. CUSTOMER FEEDBACK PROCESS
Caxton Mark Inc shall provide customers with the means to provide feedback on how we provide service to customers with disabilities as follows:
• In person (with advance notice) at Caxton Mark Inc premises located at:
10 Iroquois Rd., Leamington, ON N8H 3V7
• By telephone at 519-322-1002
• In writing to the address noted above
3 Customer feedback should be addressed to the President of Caxton Mark Inc . Customer feedback shall be reviewed by the President of Caxton Mark Inc and concerns shall be investigated as soon as is practicably possible. Once an investigation has been completed, the President shall review the facts of the matter and determine whether enhanced controls and policies are required. The President shall respond to the customer providing both his findings and course of action (if required) within 7 to 10 days.
All employees (including management) and contractors who interact with the Ontario public on behalf of Caxton Mark, are required to complete the Caxton Mark Inc Accessibility Standards for Customer Service Training Program (“the Training Program”).
Third party service providers, who interact with the Ontario public on behalf of Caxton Mark Inc, are required to complete the Training Program or provide confirmation to Caxton Mark Inc that they have received comparable training in accordance with the Customer Service Standard.
The Training Program shall cover the purpose of the Act and the requirements of the regulation including but not limited to the following:
• How to interact and communicate with persons with various types of disabilities
• How to interact with persons with disabilities who use an assistive device, or service dog or animal, or support person
• How to use equipment or devices available on Caxton Mark Inc premises or otherwise provided by another provider that may help with the provision of goods and services to a customer with a disability
• What to do if a person with a disability is having difficulty accessing our goods and services
In the event that policies, procedures or practices change that may impact how we service persons with disabilities, employees will be required to attend a revised training program if required. When a new employee is hired, the training program shall be completed by the new employee as soon as is practicable after their hire date.
Training records shall be maintained by management of Caxton Mark Inc including the names of the employees who received the training and the dates that it was completed.