ACCESSIBLE CUSTOMER SERVICE POLICY AND PLAN
The purpose of this policy and plan is to support the requirements of the Accessibility Standards for Customer Service, Ontario Regulations 429/07 relating to the Accessibility for Ontarians with Disability Act, 2005. The goal of theOntario government is to makeOntario barrier-free by 2025. As we move closer to this date, it is expected that Manroc will become progressively more accessible and responsive to the needs of persons with a disability. This policy will be reviewed and updated as necessary to ensure compliance and consistency.
This policy and plan has been prepared to outline what Manroc Developments Inc. must do to comply with the regulation and what our customers may expect from us. Manroc Developments Inc. is committed to excellence in serving all customers including people with disabilities with dignity, independence, and equal opportunity at all premises owned and operated by Manroc Developments Inc. This policy and plan applies to employees, customers, agents, and sub-contractors.
Customers Using Assistive Devices:
Manroc Developments Inc. is committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services. These devices include but are not limited to: technical aids, communication devices, wheelchairs, walkers, breathing devices, or other devices that assist in hearing, seeing, communicating, remembering and reading.
Customers with mobility issues requiring informaton on the organization can access our website at www.manroc.com, send an email to manroc%23com|employment or request a meeting at a central location that meets their partiuclar needs.
Manroc Developments Inc. will communicate with people with disabilities in ways that take into account their disability.
Guide Dogs, Service Animals and Service Dogs:
Manroc Developments Inc. will welcome people with disabilities and their service animals and/or dogs on the parts of the premises that are open to the public. The customer is responsible for the care and control of the animal/dog at all times. In cases of allergies to the animal/dog, Manroc Developments Inc. will make all reasonable alternate arrangements to meet the needs of all individuals.
If it is not apparent that the use of the guide dog/service animal is related to a disability of the customer, Manroc Developments Inc. may request verification from the customer including a letter from a physician or nurse that the person requires the animal/dog for reasons related to a disability.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. In situations where confidential information might be discussed, consent will be obtained from the customer prior to disclosing the confidential information.
Notice of Temporary Disruptions:
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities at our premises, the Human Resources Manager or the Safety Manager will notify customers promptly. A notice will be posted and will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
The notice will be placed at the Manroc Developments Inc. main office at7 Black Road, inManitouwadge,Ontarioor in a conspicuous place including the point of disruption.
Training of Staff:
Training will be provided to all employees, agents and sub contractors who deal with the public on behalf of Manroc Developments Inc.
The training will include:
- A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
- A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07;
- Instructions on how to interact with people with disabilities; including the use of assistive devices, guide dogs/service animals; and support persons.
- Instructions on what to do if a person with a disability is having difficulty accessing our services;
- Manroc Developments Inc.’s policy and plan pertaining to providing accessible customer service to customers with disabilities.
This training will be provided as soon as possible and be intergrated as part of the hire on training package. Training will take place as well, when changes or revisions are made to the policy and plan.
A record of training, which will include the date that the training took place, will be kept in the Human Resources Manager’s office at the main office.
Customers can submit feedback verbally, by email or by calling:
Barbara Best – Human Resources Manager
807-826-4564 ex. 213
Craig Robertson – Safety Manager
807-826-4564 ex. 216
7 Black Road
P. O. Box728
Customers can expect to hear back in fourteen (14) days. Customers will receive acknowledgement of their feedback and Manroc Developments Inc. will investigate the incident and attempt to resolve the matter in a satisfactory manner.
If you have any questions or concerns regarding this policy and plan, or would like a copy of this policy and plan, please contact Barbara Best or Craig Robertson (contact information provided above).
This policy will be updated and revised accordingly to the ODA and our plan will be reviewed every five years.
Dated: December 28, 2011
Updated: October 26, 2016