Accessible Customer Service Policy

Vinylbilt is committed to eliminating barriers and improving accessibility for individuals with disabilities in a manner that respects dignity, independence, integration and equal opportunity. Vinylbilt's intent is to ensure that all individuals with disabilities receive excellent customer service in a manner that takes into consideration their specific needs.

The definition of disability under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is the same as the definition of disability in the Ontario Human Rights Code.

"Disability" means:

  1. any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
  2. a condition of mental impairment or a developmental disability;
  3. a learning disability, or a dysfunction in one or more of the processes
  4. involved in understanding or using symbols or spoken language;
  5. a mental disorder; or
  6. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

PURPOSE

This policy has been prepared pursuant to requirements and information provided in the Ontario Regulation 429/07 made under the AODA, 2005.

The purpose of this Accessible Customer Service Policy is to ensure that:

  1. individuals with disabilities are provided equal opportunity to obtain, use and benefit from Vinylbilt's services;
  2. services are provided in a manner that respects the dignity and independence of individuals with disabilities;
  3. communication with a person with a disability is conducted in a manner that takes the person's disability into account; and
  4. individuals with disabilities are permitted to use assistive devices, service animals and support persons as is necessary to access Vinylbilt's services unless such a right is superseded by other legislation.

PROCEDURES

  1. Assistive Devices

    Vinylbilt will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.

    It is the responsibility of the person with a disability to ensure that their assistive device is operated in a safe and controlled manner at all times.

  2. Communication

    Vinylbilt employees will communicate with people with disabilities in a manner that takes into account the person's disability. Employees will be trained to communicate with customers in person and over the telephone in clear and plain language, to speak clearly and slowly and to tailor their responses as much as possible in support of the individual. Where possible, Vinybilt employees will communicate with people with disabilities in writing, where this assists the individual in accessing our services.

  3. Service Animals

    Vinylbilt welcomes people with disabilities and their service animals. Service animals are allowed in the parts of our premises that are open to the public.

    In the event that a service animal is otherwise prohibited by law from entering the premises, Vinylbilt will make its best effort to organize alternate arrangements to enable the person with a disability to obtain, use or benefit from Vinylbilt's services.

    It is the responsibility of the person with a disability to ensure that his or her service animal is kept in control at all times.

  4. Support Persons

    A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on Vinylbilt's premises.

NOTICE OF SERVICE DISRUPTIONS

In the event of a planned or unexpected disruption to services or facilities that would limit a person with a disability from gaining access to our office, Vinylbilt will post a notice on the entrance doors. This clearly posted notice will include information about the reason for the disruption, its anticipated length, and a description of alternative facilities or services, if available.

FEEDBACK PROCESS

Vinylbilt values feedback as it helps us to identify areas that require change and we encourage continuous service improvements. Feedback from a member of the public about the delivery of services to persons with disabilities may be given by telephone, in person, in writing, by e-mail or by voice recording/electronic text.

Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written or e-mail), will be available upon request. Customers who wish to provide feedback by completing Vinylbilt's Accessible Customer Service Form onsite, may do so by requesting the form from Human Resources.

All feedback should be directed to Human Resources. Complaints will be addressed according to our organization's regular complaint management procedures.

Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

EMPLOYEE TRAINING

Vinylbilt will provide training, on the subject matters outlined below, to all employees, contractors, volunteers, other individuals and third parties who deal with the public on behalf of Vinylbilt as well as those persons who participate in the development of Vinylbilt's policies. Employees in the following positions will be trained: office staff, managers, plant supervisors, necessary shipping personnel, drivers and service technicians.

Training will include:

  1. An overview of the AODA and the requirements of the customer service standard
  2. An overview of the Human Rights Code of Ontario as it pertains to persons with disabilities;
  3. Vinylbilt's Accessible Customer Service Policy
  4. How to interact and communicate with people with various types of disabilities
  5. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  6. What to do if a person with a disability is having difficulty accessing Vinylbilt's services

Training will also be provided on an ongoing basis when changes are made to the Accessible Customer Service Policy.

Vinylbilt will keep detailed records of the training provided for reporting purposes.

NOTICE OF AVAILABILITY OF DOCUMENTS

Vinylbilt has posted a notice on its website that the Accessible Customer Service Feedback Form will be made available upon request. Vinylbilt's Accessible Customer Service Policy is also posted on the company website.

ALTERNATE FORMATS

Vinylbilt is committed to providing accommodation to its customers where appropriate.

If Vinylbilt is required to provide a copy of a document, including this policy, to a person with a disability, Vinylbilt will make its best effort to provide the document in an accessible format, while taking into consideration the person's disability.

Vinylbilt and the person with a disability will agree on the format to be used and it will be provided at no cost to our customers.

ROLES & RESPONSIBILITIES

It is the responsibility of the Vinylbilt General Manager and Management team to ensure that Vinylbilt remains an accessible workplace to individuals with disabilities.

  1. Managers and Supervisors will:

    1. ensure that this policy is explained to all employees that they supervise or manage; and
    2. identify training needs for employees.
  2. Human Resources will ensure that:

    1. the intent and guidelines of this policy are communicated to all existing and new employees;
    2. accurate training records are maintained;
    3. support is provided to employees by providing information and referral as required; and
    4. complaints are investigated and that an appropriate response is provided.
  3. Employees, contractors and third parties working on Vinylbilt's behalf are responsible for:

    1. communicating, coordinating and/or providing service to a person with a disability regarding the use of a service animal, support person or assistive device;
    2. providing notification of service disruptions
    3. providing all documentation in appropriate formats upon request by a person with a disability; and
    4. notifying Human Resources of additional training requirements.