Customer Service Policy: Accessibility for Persons with Disabilities

The Accessibility for Ontarians with Disabilities Act (AODA), 2005 is new legislation that mandates how businesses and organizations, including REALpac, provide accessible services to people with disabilities. The goal of the AODA is for Ontario to be fully accessible by 2025. To fulfill this goal, a series of standards will be enacted and organizations will be required to meet accessibility standards as outlined in the AODA legislation.

The standards are as follows:

- Customer Service Standard
- Information and Communications Standard
- Employment Standard
- Transportation Standard
- Built Environment Standard

To learn about the Accessibility for Ontarians with Disabilities Act (2005) legislation and standards, visit the Accessibility Directorate of Ontario.

REALpac’s Customer Service Policy is presented below. If you require an alternative format of the policy, please contact Carolyn Lane and let us know what format is preferable.

1. Our Mission
 
In fulfilling our mission, REALpac is committed to providing its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the sameplace and in a similar way as other customers.

2. Our Commitment
        
REALpac is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

3. Providing Goods and Services to People with Disabilities
         
      3.1. Communication

We will communicate with people with disabilities in ways that take into account their disability. We will  with all people in a manner that can best allow their dignity, and respect their indolence and allow for equal opportunities.

All staff will receive training on how to interact with individuals with different types of disabilities.

       3.2. Telephone Services

We are committed to providing accessible telephone service to our customers. All staff will receive training on how to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.

We will offer to communicate with customers by means of communications that apply  (i.e., email, TTY (teletype), TRS (telecommunications relay service), where reasonable, if telephone communication
is not suitable to their communication needs or is not available.

        3.3. Assistive Devices

We are committed to serve people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff are trained and familiar with various assistive devices that individuals with disabilities might use while accessing our goods or services.

We will ensure that staff know how to use the following assistive devices available on our premises for customers: Elevators.

         3.4. Billing

We are committed to providing accessible transaction options to all of our customers. For this reason, invoices will be provided in the following formats upon request: by mail, email, and electronic funds/credit card transfer. 

We will answer any questions customers may have about the content of the invoice in person, by telephone or email.

4. Use of Service Animals and Support Persons

REALpac is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties.

We will ensure that all staff are correctly trained on interacting with people with disabilities in accompaniment of a  service animal.

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter REALpac’s premises with his or her support person and/or premises on which we may hold professional development courses, retreats, and events. 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 our premises and/or premises on which we may hold professional development courses, retreats, and events. Registration fees will not be charged for support persons.

5. Notice of Temporary Disruption

REALpac will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available.

The notice will be placed at the entrance to our premises.

6. Training for Staff

REALpac is committed to providing all staff that deal with the public, customers, and other third parties and/or are involved in the development and implementation process of customer service policies, practices and procedures. All staff will be trained in this policy.

This training will be provided by existing employees by January 1, 2012 and all new hires will receive training during their orientation.

Training will include the following:

· The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
· 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 accessing our premises, goods or services
· REALpac’s policies, practices and procedures relating to the customer service standard

Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

7. Feedback Process

The ultimate goal of REALpac 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 we provide goods and services to people with disabilities can be made by:

Emailing:  Carolyn Lane

Speaking with the Vice President, Membership & Communications in person or at 416.642.2700 x.223

Mailing feedback to: Vice President, Membership & Communications, REALpac, One University Avenue, Suite 1410,  Toronto, ON M5J 2P1

Faxing feedback to: Vice President, Membership & Communications at 416.642.2727

All feedback will be directed to Carolyn Lane, Vice President, Membership & Communications, and customers can expect to hear back from us within 5 business days. Complaints will be addressed according to complaint categories already established in our Employee Handbook & Code of Business Conduct.

8. Modifications to This or Other Policies

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

9. Questions About This Policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by the Vice President, Membership & Communications.