AdvantAge Ontario – Accessible Customer Service Policy & Procedures
1. Our policy
AdvantAge Ontario is committed to excellence in serving all customers including persons with disabilities.
2. Providing goods and services to persons with disabilities
2.1. Communicating
Should AdvantAge Ontario receive a request to provide a person with a disability with a document or information, the communication needs of the person with a disability will be considered and AdvantAge Ontario will endeavour to provide the information in a format that takes into account the person’s disability and that respects their dignity and independence.
We will train staff on how to interact and communicate with persons with various types of disabilities. Training will include what to do if a person with a disability is having difficulty in accessing AdvantAge Ontario’s goods and services.
2.2. Assistive Devices
We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services.
Persons with disabilities will always be permitted to use the devices that accompany them in order to access our goods and services.
Should assistive devices or other support/services need to be rented or purchased, the cost shall be the responsibility of the individual. If requested in advance, AdvantAge Ontario staff will do their best to assist in sourcing the rental or purchase of the assistive device or other support/service.
We will train staff, as appropriate, so that they are familiar with various assistive devices that may be used by persons with disabilities while accessing our goods and services.
2.3. Service Animals
We are committed to welcoming persons with disabilities who are accompanied by a service animal on the parts of our premises or rented venues that are open to the public and other third parties.
Should another AdvantAge Ontario customer and/or staff member be allergic to the service animal, the best reasonable compromise shall be sought.
We will train staff in how to interact with persons with disabilities who are accompanied by a service animal.
AdvantAge Ontario staff or representatives will assist in locating outdoor space (if needed) and water for the service animal.
It is the responsibility of the person using the service animal to ensure that the service animal is kept in control at all times.
2.4. Support Persons
We are committed to welcoming persons with disabilities who are accompanied by a support person. At no time will a person with a disability be prevented from having access to his or her support person while on our premises or while at one of our venues.
In support of persons with disabilities who are accompanied by a support person, support persons will not be charged if attending an AdvantAge Ontario event. However, support persons will be deemed not to have attended the courses, workshops or events for purposes of education unless event fees are paid in full.
We will train staff in how to interact with persons with disabilities who are accompanied by a support person.
3. Notice of Temporary Disruption
AdvantAge Ontario will provide notice in the event of a planned or unexpected disruption in the facilities or services usually accessed by persons with disabilities. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services available, if any.
The notice will be communicated directly to those affected and, if deemed necessary, it will be placed on AdvantAge Ontario’s website.
4. Availability of Documents
Notice of the availability of all documents required by the Accessibility Standards for Customer Service will be posted on AdvantAge Ontario’s website and available through the Association’s office.
5. Training of Staff & Representatives
AdvantAge Ontario will provide training to all employees as required by the Act. Training will be provided as soon as possible to new employees and will include:
- 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 persons with various types of disabilities
- Assistive devices
- Service animals and support persons
- What to do if problems accessing goods/services
- AdvantAge Ontario’s accessible customer service policies & procedures
Training will be updated should changes be made to these policies and procedures.
6. Feedback Process / Questions
AdvantAge Ontario welcomes feedback, including about the delivery of goods and services to persons with disabilities. Feedback, questions and responses will be documented. All requests for responses will be met in a timely manner.
Feedback and questions can be submitted as follows:
In writing to:
AdvantAge Ontario
Attention: Chris Noone
64 Jardin Drive, Unit 3B,
Concord, ON L4K 3P3
By email to:
Chris Noone
cnoone@advantageontario.ca
By phone to:
Chris Noone
905.851.8821 x 253
