Accessible Customer Service Policy and Procedure
Providing Goods and Services to People with Disabilities
1. Purpose
The intent of the Accessible Customer Service Policy (the “Policy”) is to ensure accessibility for persons with
disabilities by identifying, removing and preventing barriers that might interfere with their ability to obtain the
goods and services provided by DoProcess (referred to as DoProcess in this policy).
2. Commitment
Do Process strives at all times to provide its goods and services in a way that respects the dignity and
independence of people with disabilities. DoProcess is 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.
3. Application
The Policy shall apply to every person who deals with members of the public or other third parties on behalf of DoProcess,
whether that person does so as an employee, independent contractor, agent, volunteer or otherwise. The
Policy shall also apply to every person involved in the development of policies, procedures and practices pertaining
to the provision of goods and services by DoProcess.
4. Procedures for Providing Goods and Services to People with Disabilities
DoProcess is committed to excellence in serving all customers including people with disabilities by removing
barriers that might arise in the course of doing business as follows:
(a) Communication
We will communicate with people with disabilities in ways that take into account their disability.
We are committed to providing fully accessible telephone services to our customers. We will train
employees to communicate with customers over the telephone in clear and plain language and to speak
clearly and slowly.
In addition, we will offer to communicate with customers by other means such as by letter or by email if
telephone communication is not suitable to their communication needs or is not available.
(b) Assistive devices
A person with a disability may provide their own assistive device for the purpose of obtaining, using and
benefiting from DoProcess’ goods and services. Exceptions may occur in situations where DoProcess has
determined that the assistive device may pose a risk to the health and safety of a person with a disability
or others on the premises. In such situations and others, DoProcess may offer a person with a disability
other reasonable measures to assist in obtaining, using and benefitting from DoProcess’ goods and
services, where other measures are available.
It is the responsibility of the person with a disability to ensure that the assistive device is operated in a
safe and controlled manner at all times.
(c) Service animals
A person with a disability may enter premises owned and/or operated by DoProcess accompanied by a
service animal and keep the animal with them if the public has access to such premises and the animal is
not otherwise excluded by law. If a service animal is excluded by law, DoProcess will ensure that
alternate means are available to enable the person with a disability to obtain, use and benefit from DoProcess’
goods and services.
It should be noted that it is the responsibility of the person with a disability to ensure that the service
animal is kept in control at all times.
(d) Support persons
A person with a disability may enter premises owned and/or operated by DoProcess with a support
person and have access to the support person while on the premises.
In addition, DoProcess may require a person with a disability to be accompanied by a support person
while on the premises in situations where it is necessary to protect the health and safety of the person
with a disability or of others on the premises.
(e) Notice of temporary disruption
DoProcess will make reasonable efforts to provide prior notice of disruptions, if possible, recognizing that
in some circumstances, such as in the situation of unplanned temporary disruptions, advance notice will
not be possible. In all cases, DoProcess will notify customers promptly by posting a notice that includes
information about the reason for the disruption, its anticipated duration and a description of alternate
facilities or services that may be available. The notice will be posted in reasonable places. When possible,
disruptions that are known in advance will be posted online.
5. Training
DoProcess will provide training to employees, independent contractors, agents, volunteers and others who deal
with the public or other third parties on behalf of DoProcess. In addition, DoProcess will provide training to
persons involved in the development of policies, procedures and practices pertaining to the provision of goods and
services.
The format of training given will be tailored to suit each person’s interactions with the public or third parties or
involvement in the development of policies, procedures and practices, as applicable.
The content of the training will include:
- An overview of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005;
- An overview of the requirements of the customer service standard;
- Instruction on DoProcess’ policies, procedures and practices pertaining to the provision of goods
and services to persons with disabilities; - How to communicate with persons with various types of disabilities;
- How to interact with persons with disabilities who use assistive devices or who require the assistance
of a service animal or support person; - How to use equipment or devices that are provided which may help people with disabilities access
goods and services provided by DoProcess, such as elevators, etc.; and - What to do if a person with a particular type of disability is having difficulty accessing DoProcess’
goods or services.
Training will be provided to each person as soon as practical after being assigned the applicable duties. Training
will also be provided on an ongoing basis in connection with changes to the policies, practices and procedures
governing the provision of goods and services to persons with disabilities.
6. Feedback process
DoProcess is committed to providing high quality goods and services to all of its customers. Feedback from
customers and/or third parties is welcomed as it may identify areas that require change and encourage continuous
service improvements.
Feedback from a member of the public about the delivery of goods and services to persons with disabilities may be
provided by telephone, in person, in writing, in electronic format, or through other methods. All feedback should
be directed to Chief Human Resource Officer who can be reached by email at julia.reed@teranet.ca or by
telephone at 416-643-1095. If they wish to be contacted about their feedback, persons must provide their name
and contact information.
In addition employees may provide feedback to the organization in two ways:
- Directly to DoProcess through their Supervisor, HR Business Partner or the Chief Human Resources
Officer in person and/or in writing; or - Through an independent, third-party reporting mechanism provided by ClearView Strategic Partners
Inc, which provides for the anonymous (if required) submission of reports. Anonymous complaints
can be submitted:
o Online at http://www.clearviewconnects.com/
o By phone at 1-877-754-5707
o Through the mail to P.O.Box 11017 Toronto, Ontario M1E 1N0
Complaints will be addressed by the Chief Human Resource Officer or her designate. Where appropriate an
investigation into a Complaint may be conducted. If the individual making a complaint so requests, the individual
will receive a response to his or her complaint from Chief Human Resource Officer or her designate.