Customer Service Standards

The Accessibility for  Ontarians with Disabilities Act, 2005 (AODA) was passed by the Ontario legislature with the goal of creating standards to improve accessibility across the province.  One of the specific standards that has been developed and made law, is the Accessibility Standards  for  Customer  Service. We are committed to being responsive to the needs of all our customers. We strive to provide quality of goods and services that are accessible to all.  We will make reasonable efforts to ensure that our policies, procedures and practices align with independence, dignity and equal opportunity for all our customers. We aim at all times to provide goods and services in a way that respects the dignity and independence of people with disabilities. In accordance with the Accessibility Standards for Customer Service (Ontario Regulation 429/07), this policy addresses the following:

Customer Feedback

We shall provide customers with the opportunity to provide feedback on the services provided to customers with disabilities. Information about the feedback process will be available to all the customers. Customers who wish to provide feedback on the way we provide goods and services to people with disabilities can either email us at admin@dovercourt.biz or provide feedback verbally.  All feedback, including complaints will be directed to our Administration Department. Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted. Customers can expect to hear within five to seven business days. Accessible Formats and Communication Supports To assist persons with disabilities in their communications with the companies, we will, upon request: • Arrange to provide accessible formats and communication supports for persons with disabilities • Consult with the person making the request to determine the suitability of a particular format or communication • Inform members of the public of the availability of accessible formats and communication supports We will provide accessible formats and communication supports in a timely manner that takes into account accessibility needs due to a person’s disability and at a cost that is no more than the regular cost charged to our other customers. For More Information This policy has been developed to break down barriers and increase accessibility for persons with disabilities in the areas of Customer Service. If anyone has any questions about this policy or would like to obtain this document in an alternative format, please contact us at: 354 Humberline Drive Etobicoke, Ontario M9W 5S3 Telephone:  (416) 213-1706 Fax:  (416) 213-1685 Email:   admin@dovercourt.biz 

The Provision of Goods and Services to Persons with

Disabilities

We will use reasonable effort to ensure that our policies, practices and procedures are consistent with the principles of dignity, independence and equal opportunity by: • Ensuring that all customers receive the same value and quality • Using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner • Taking into account individual needs when providing goods and services • Communicating in a manner that takes into account the customer's disability. 

Communication

All employees are expected to treat all our customers with courtesy and respect at all times.  Employees’ shall maintain high standards of professionalism and fairness.  Employees’ general actions, behaviour and demeanor while at work, should be reflected in a manner that shows the company as a professional and effective organization.  Employees’ should avoid any action that might imply an uncaring attitude. We will also train all our employees who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone Services

We provide fully accessible telephone service to all our customers. We will train all our employees who communicate with customers over the phone on a regular basis to speak clearly and slowly and in a plain language so it is easier for the persons with disability to communicate with our employees without any hesitation.

Assistive Devices

We are committed to serving people with disability who use assistive devices to benefit from the goods and services that we offer. We will train our employees so that they are aware of different types of assistive devices that may be used by our customers with disabilities.

Service Animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises that are open to the public. 

Notice of Temporary Disruption

In the event of any temporary disruptions to the facilities or services that the customers with disabilities rely on to access or use the companies goods or services, reasonable efforts will be made to provide advance notice.  In some circumstances, such as in the situation of unplanned temporary disruptions, advance notice may not be possible. If a notification needs to be posted, the following information will be included, unless it is not readily available or known: • goods or services that are disrupted or unavailable; • reason for the disruption; • anticipated Duration; and • a description of alternate services or options When disruptions occur, we will provide notice by: • posting notices in conspicuous places, including at the point of disruption, and at the main entrance of the front office. • pontacting customers with appointments; • perbally notifying customers when they are making an appointment; or • by any other method that may be reasonable under the circumstances

Training and Development

As soon as practicable, we will provide training on this Policy, the Regulation and the Ontario Human Rights Code (as it pertains to people with disabilities) to: • all employees and volunteers • all individuals who participate in the development of the companies policies and procedures • all other individuals who provide products or services on behalf of the companies Records of training materials we provide including the training sign sheets, which would show the number of participants attending the training session will be kept. The training will focus on the duties and responsibilities of the employees, volunteers and other individuals and will be conducted on an ongoing basis to reflect any changes to this Policy and to such other policies that the companies may adopt in order to make our services and operations accessible to persons with disabilities.  Additional training will also be provided in the event of any changes to legislations, procedures or practices. Individuals in the following positions and departments will be trained; plant maintenance, production, quality, shipping, administration, human resources, laboratory and management.

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Assistive Device

Is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities.  Personal assistive devices are typically devices that employees, prospective employees or guests bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Disability

The term disability includes: • 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; • A condition of mental impairment or a developmental disability; • A learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language; • A mental disorder; or • An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act.

Guide Dog

Is a highly-trained working dog that has been trained to provide mobility, safety and increased independance for people who are blind.

Service Animal

An dog other than a dog for the blind is a service dog if: • It is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability; or • The person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog. Service Dog An animal is a service animal for a person with a disability if: • It is readily apparent that the animal is used by the person for reasons relating to his or her disability; or • If the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disabiliity. Support Person A support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.