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 same place 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
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
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
We will ensure that staff know how to use the following
assistive devices available on our premises for customers: Elevators.
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
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
Training will include the following:
· The purposes of the Accessibility for Ontarians
with Disabilities Act, 2005 and the requirements of the 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 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
Feedback regarding the way we provide goods and services to
people with disabilities can be made by:
Contacting: Carolyn Lane
, VP, Member Engagement, 416.642.2700 x223
Complaints will be addressed according to complaint
categories already established in our Employee Handbook & Code of Business
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
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, Member Engagement.