This policy is intended to meet the requirements of the Integrated Accessibility Standards, Ontario Regulation 191/11 for the Employment Standard set forth under the Accessibility for Ontarians with Disabilities Act, 2005. This regulation establishes accessibility standards specific to customer service for organizations that provide goods and services to members of the public or other third parties.
All employment services provided by Trudel & Sons Roofing Ltd shall follow the principles of dignity, independence, integration, and equal opportunity.
This policy shall apply to staffs who deal with members of the public on behalf of Trudel & Sons Roofing Ltd (“Company”), whether the person is an employee, subcontractor, volunteer, or otherwise.
Assistive Devices – are auxiliary aids such as communications aids, cognition aids, personal mobility aids, and medical aids (i.e. canes, crutches, wheelchairs or hearing aids).
Disability– as per the Ontario Human Rights Code, means:
For the purposes of this policy only, “Staff” means every person who deals with members of the public or other third parties on behalf of the Company whether the person does so as an employee, subcontractor, volunteer, or otherwise.
Support Persons– Support persons are any person, whether a paid professional, volunteer, family member, or friend who accompanies a person with a disability in order to help with communications, personal care, or medical needs, while accessing goods or services.
Service Animals– Service animals are defined as animals individually trained to do work or perform tasks for the benefit of a person with a disability.
Statement of Policy
Trudel & Sons Roofing Ltd will provide exceptional customer service to all its clients, third parties, and members of the public.
Reasonable efforts will be made to ensure that:
1. Providing Goods & Services to Persons with Disabilities
The Company is committed to excellence in serving all clients, including persons with disabilities. In particular:
The Company will communicate with persons with disabilities in ways that take into account their disability.
The Company will train staff who communicate with clients as to how to most effectively interact and communicate with persons with various types of disabilities.
b) Telephone Services
We are committed to providing fully accessible telephone service to all individuals we deal with. The Company will train staff to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly, as might be required.
The Company will offer to communicate with clients by email, fax, or letter if telephone communication is not suitable to their communication needs or is not available.
c) Assistive Devices
The Company is committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staffs are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our goods or services.
The Company is committed to providing accessible invoices to all of our clients. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, or email.
The Company will answer any questions clients may have about the content of the invoice, in person, by telephone, or by email.
2. Use of Service Animals & Support Persons
The Company is committed to welcoming persons 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. The Company will also ensure that all employees, volunteers, and others dealing with the public are properly trained on how to interact with persons with disabilities who are accompanied by a service animal.
The Company is committed to welcoming persons 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 the Firm’s premises with his or her support person.
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. Permission will be obtained from the person with the disability prior to a discussion of a confidential nature taking place with the support person present.
3. Notice of Temporary Disruption
The Company will provide clients with notice in the event of a planned or unexpected disruption in the facilities or services usually used 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, if available.
The notice will be placed at all public entrances and reception counters on our premises.
4. Training for Employees
The Company will provide training to all employees, volunteers, and others who regularly deal with the public or other third parties on their behalf, and all those who are involved in the development and approval of customer service policies, practices, and procedures.
Training will include the following:
Applicable employees will be trained on policies, practices, and procedures that affect the way goods and services are provided to persons with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
5. Feedback Process
The ultimate goal of the Company is to meet or surpass client expectations while serving clients with disabilities. Comments on our services relating to how well those expectations are being met are welcome and appreciated.
Feedback regarding the way the Company provides goods and services to persons with disabilities can be made verbally (in person or by phone) or in writing (by requesting our Client Feedback Form or by letter or email). All feedback will be directed to management. Customers can expect to hear back in within seven (7) business days.
Customers can submit feedback to:
Trudel & Sons Roofing
5 Paisley Lane
Stouffville, Ontario L4A 7X4
Call Trudel & Sons Roofing Ltd by Telephone
Send a Fax to Trudel & Sons Roofing Ltd
Email Trudel & Sons Roofing Ltd
6. Modifications to Policy
The Company is committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities.
Any policy of the Company that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.
Customer Feedback Form
We appreciate your comments and feedbacks. Please complete our Customer Feedback Form to submit feedback.