Accessible Customer Service Policy
Statement of Commitment
Robert Q is committed to providing an accessible environment for all clients, employees, job applicants, suppliers, and visitors who may enter our premises, access our information, or use our services. As an organization, we respect and comply with the requirements of the Accessibility for Ontarians with Disabilities Act, 2005, Accessible Canada Act and its associated regulations. We strive to provide an accessible and welcoming environment for everyone by identifying and removing barriers in our workplace and ensuring that new barriers are not created. The company ensures that persons with disabilities are provided with equal opportunities. We are committed to meeting the needs of individuals with disabilities in a timely and integrative manner that respects their dignity and independence. Robert Q is committed to excellence in servicing all customers.
Guidelines
Robert Q makes every reasonable effort to ensure that its policies, practices, and procedures are consistent with the principles of dignity, independence, integration, and equal opportunity by:
- Allowing customers with disabilities to do things in their own ways and at their own pace when accessing goods, services, and facilities, as long as this does not present a health and safety risk;
- Using alternative methods of access when necessary to ensure that customers with disabilities have access to the same goods, services, and facilities in a similar manner;
- Taking into account individual accommodation needs when providing goods and services; and
- Communicating in a manner that takes into account the customer’s disability.
Upon request, the company provides a person with a disability with a copy of this policy, or the information contained within it, in a format that meets their accessibility needs. Requests should be directed to the Operations Manager.
Persons with disabilities may use their own assistive devices as required when accessing goods or services or facilities.
Guide Dogs and Service Animals
A customer with a disability who is accompanied by a guide dog or other service animal is welcome to access premises that are open to the public and keep the animal with them. “No pet” policies do not apply to guide dogs or service animals.
Support Persons
If a customer with a disability is accompanied by a support person, Robert Q will ensure that both persons may enter the premises together and that the customer is not prevented from having access to the support person. In situations where confidential information might be discussed, consent must be obtained from the customer before any potentially confidential information is mentioned in the presence of the support person.
Assistive Devices
Robert Q will ensure that our staff are trained and familiar with various assistive devices that may be used by customer with disabilities while accessing our goods and services
Notice of Temporary Disruptions
Robert Q makes all reasonable efforts to provide notice of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use goods or services. In some circumstances, notice may not be possible.
When disruptions occur without notice, the company informs customers by:
- Posting written notices in conspicuous places, including at the point of disruption and all entrances;
- Informing customers verbally upon arrival
The following information is provided regarding the disruption, unless it is not readily available or known:
- Goods or services that are disrupted or unavailable;
- Reason for the disruption;
- Expected duration; and
- A description of alternative services or options that are available.
Employees are informed of this information as soon as reasonably possible in the event of a disruption so that they can inform customers and respond to inquiries.
Employment
Accommodations are available from the beginning of the recruitment process. Information regarding the availability of accommodations is included in all job postings. Applicants selected to participate in an assessment or the selection process are informed that accommodations are available upon request. Where an accommodation is requested, the company consults with the applicant and provides or arranges for suitable accommodation that meets their individual needs. Successful applicants are made aware of the company’s policies for accommodating employees with disabilities when an offer of employment is made.
Training
Training is provided to employees and those who participate in the development of company policies, and any other person who provides goods, services, or facilities on behalf of the company.
Training covers the following:
- A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
- A review of the requirements of the customer service standards;
- Instructions on how to interact and communicate with people with various types of disabilities;
- Instructions on how to interact with people with disabilities who use assistive devices or require the assistance of a guide dog or other service animal or a support person;
- Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities;
- Instructions on what to do if a person with a disability is having difficulty accessing our services; and
- Policies, procedures, and practices of the company pertaining to providing accessible customer service to customers with disabilities.
- Specific departmental training will be provided to those employees using Robert Q vehicles with a wheelchair lift
Robert Q provides training as soon as practicable. Training is provided to new employees. Revised training is provided in the event of changes to legislation, procedures, policies, or practices.
Accessible Information and Communications
Robert Q strives to provide information and communications to all in a format or manner that meets their needs. The company provides or arranges for the provision of accessible formats and communication supports for persons with disabilities upon request. This includes but is not limited to our feedback process. The company also ensures that our website and web content will meet the standards required by the Integrated Accessibility Standards Regulation to enable accessible information and communications online.
The public is informed of the availability of accessible formats and communication supports on the Company website. Requests for accessible formats or communication supports should be submitted to the Operations Manager by emailing accessibility@robertq.com. The company consults with the individual making the request to ensure a suitable format or communication support is provided. Accessible formats and communication supports are provided in a timely manner and at a cost no more than the original format.
Customer Feedback
Robert Q has established a feedback process to provide the public with the opportunity to provide feedback on how goods, services, and facilities are provided to customers with disabilities. Feedback may be shared verbally (in person or by telephone) or in writing (handwritten, delivered, website, or e-mail).
Feedback can be sent to accessibility@robertq.com, by telephone 519-672-9020, in person or in writing: Robert Q, 105 Wharncliffe Rd. S., London, Ontario, N6J 2K2
