1.01 Tayco Panelink Ltd. supports the full inclusion of persons with disabilities as set out in the Canadian Charter of Rights and Freedoms, Ontario Human Rights Code, the Ontarians with Disabilities Act (ODA), 2001 and the Accessibility for Ontarians with Disabilities Act (AODA), 2005. This policy, practices, and procedures have been established by Tayco to govern the provision of its services in accordance with AODA, 2005 and Regulation 429/07, “Accessibility Standards for Customer Service”
1.02 Tayco strives at all times to provide goods and services in a way that respects the dignity and independence of persons with disabilities. Tayco is also committed to ensuring that customers with disabilities receive accessible goods and services with the same quality and timeliness as others do.
2.01 The purpose of this policy is to establish procedures to ensure that Tayco is providing its goods and services in a way that respects the dignity and independence of people with disabilities.
3.01 This Statement of Policy and Procedure applies to all Tayco Panelink Ltd. employees.
4.01 All employees at Tayco are responsible for ensuring that people with disabilities are given 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.
5.01 “Disability” means for the reason that the person has or has had, or is believed to have or have had:
(a) 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, including diabetes mellitus, epilepsy, 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 on a wheel chair or other remedial appliance or device;
(b) a condition of intellectual disability or impairment;
(c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
(d) a mental illness; or
(e) an injury or disability for which benefits were claimed or received under the Workplace Safety and Insurance Act.
Service Animals are animals that have been trained to perform tasks that assist people with disabilities. Service animals may also be referred to as “assistance animals,” “assist animals,” “support animals,” or “helper animals”.
Support Person means any person or individual, who is hired or selected by a Person with Disability, to provide services or assistance with communication, mobility, personal care or medical needs, while accessing goods or services.
6 REFERENCES and RELATED STATEMENTS of POLICY and PROCEDURE
Ontario Human Rights Code.
TPL-HR- PR10.2 Workplace Accommodation on the Basis of Disability
When communicating with a person with a disability, Tayco will communicate in a manner that takes into account the person’s disability. This means staff will communicate in a means that enables persons with disabilities to communicate effectively for purposes of using, receiving and requesting Tayco goods, services, and facilities.
7.02 Telephone Services
Tayco is committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by email; if telephone communication is not suitable to their communication needs or is not available.
7.03 Assistive Devices
Tayco is committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services. Tayco will ensure staff know how to use assistive devices available in their various locations for customers, and inform customers of the assistive devices that are available. Should an individual with a disability be unable to access Tayco’s services through the use of their own personal assistive device, Tayco will determine if service is inaccessible, based upon the individual requirements, assess service delivery and potential service options to meet the needs of the individual.
7.04 Use of Service Animals and Support Persons
Persons with disabilities may bring their service animal on the parts of our premises that are open to the public or other third parties. Tayco will ensure that all staff and third parties dealing with the public are trained in how to interact with persons with disabilities who are accompanied by a service animal.
Tayco further recognizes that some individuals with disabilities rely on support persons for assistance while accessing services. Any person with a disability who is accompanied by a support person will be allowed to enter Tayco premises open to the public or other third parties 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.
7.05 Notice of Temporary Disruption
Tayco will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services used by persons with disabilities. This notice will include information about the reason for the disruption, how long the disruption is expected to last, and a description of any alternative facilities or services available (if any). This notice will be posted on the premises, where appropriate, in the circumstances. Depending on the nature of the disruption, notice will also be provided on outgoing telephone messages and on the company website.
7.06 Training for Staff
Tayco will provide training on customer service to all employees who provide services, and who are involved in the development and approvals of customer service policies, practices and procedures. New staff and staff who commence new duties that involve interaction with the public or other third parties will undertake training as part of their orientation, if they haven’t already done so.
Tayco will provide staff with training that includes:
• The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Accessibility Standards for Customer Service.
• How to interact and communicate with persons with various types of disabilities
• How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or support person
• How to use the equipment or devices available on the provider’s premises, or otherwise, that may assist with the provision of goods or services to persons with disabilities
• What to do if a person with a disability is having difficulty in accessing Tayco goods and services
• Tayco’s policies, practices and procedures relating to the provision of goods or services to persons with disabilities
Staff will be trained, as appropriate, 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 on-going basis when changes are made to these policies, practices and procedures.
Tayco will ensure that organizations providing services on behalf of Tayco undertake training in accessible customer service,
as outlined above.
7.07 Feedback Process
The ultimate goal of this policy is to meet service delivery expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated. Feedback regarding the way Tayco provides goods and services to people with disabilities can be made by email, verbally, or in writing. All feedback will be made to:
Tayco Panelink Ltd.
400 Norris Glen Rd.
Toronto, ON M9C 1H5
If none of the above mentioned methods are suitable, customers may request another method. Privacy will be respected and all feedback will be reviewed for possible action that can be taken to improve ministry services.
Where possible, complaints will be addressed immediately. However, some complaints may require more effort to address, and must be reviewed for action, possibly at a higher level. In accordance with Tayco policy, customers can expect acknowledgement of feedback within ten (10) business days. If a complaint cannot be responded to within ten business days, an interim acknowledgement must be sent to the customer. The acknowledgement must indicate when the matter will be addressed and when the customer will be notified, and Tayco will follow up with any required action within the timeframe noted in the acknowledgement. Feedback/response will endeavour to be in a format that is accessible to the complainant.
7.08 Modifications to this or Other Policies
Tayco is committed to ensuring that their customer service policies, practices and procedures respect and promote the dignity and independence of all persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities.
Any Tayco policy affecting customer service that does not respect and promote the dignity, independence, integration and equal opportunity of persons with disabilities will be modified or removed.
7.09 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 this policy is not understood, or to receive a copy of this policy, please contact:
Tayco Panelink Ltd.
400 Norris Glen Rd.
Toronto, ON M9C 1H5