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Customer Service Policy Statement: Providing Services To Customers with Disabilities

Our mission

The mission of R.V. Anderson Associates Limited is to offer consulting services of the highest quality in response to the needs of our clients, while conforming to the ethical standards of our profession.

In carrying out these services, we will endeavour to ensure the economic well-being of our firm, provide an atmosphere conducive to employee development and self-fulfillment, and treat everyone fairly, with respect, honesty and understanding.

Our commitment

In fulfilling our mission, R.V. Anderson Associates Limited strives at all times to provide its services in a way that respects the dignity and independence of customers with disabilities. We are also committed to giving customers with disabilities the same opportunity to access our services and allowing them to benefit from the same services, the same place and in a similar way as other customers.

Providing services to customers with disabilities

R.V. Anderson Associates Limited is committed to excellence in serving all customers including customers with disabilities and we will carry out our functions and responsibilities in the following areas:

  • Communication

We will communicate with customers with disabilities in ways that take into account their disability.

We will train staff who communicate with customers on how to interact and communicate with customers with various types of disabilities.

  • Telephone services

We are 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 or relay services if telephone communication is not suitable to their communication needs or is not available.

  • Assistive devices

We are committed to serving customers with disabilities who use assistive devices to obtain, use or benefit from our services. We 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.

  • Billing

We are committed to providing accessible invoices to all our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, digital copy, large print or email.

We will answer any questions customers may have about the content of the invoice in person, by telephone or by email.

  • Tenders, drawings, reports

We are committed to providing accessible project documentation, when applicable, to our customers. For this reason, subject to any lawful restriction imposed by our contracts with clients, tender packages, drawings and reports will be provided in the following formats upon request: hard copy or digital copy.

Use of service animals and support persons

We are committed to welcoming customers with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. We will also ensure that all staff dealing with the public are properly trained in how to interact with customers with disabilities who are accompanied by a service animal.

We are committed to welcoming customers with disabilities who are accompanied by a support person. Any customer with a disability who is accompanied by a support person will be allowed to enter R.V. Anderson Associates Limited’s premises with his or her support person. At no time will a customer 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.

Notice of temporary disruption

R.V. Anderson Associates Limited will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by customers with disabilities. This notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available.

The notice will be placed at all public entrances and service counters on our premises.

Training for staff

R.V. Anderson Associates Limited will provide training to all employees, volunteers and others who deal with the public, and all those who are involved in the development and approvals of customer service policies, practices and procedures.

This training will be provided within 10 days after staff commence their duties.

Training will include the following:

The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.How to interact and communicate with customers with various types of disabilities.

  • How to interact with customers with disabilities who use an assistive device or require the assistance of a service animal or a support person. What to do if a customer with a disability is having difficulty in accessing R.V. Anderson Associates Limited’s services.
  • R.V. Anderson Associates Limited’s policies, practices and procedures relating to the customer service standard.
  • Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to customers with disabilities.
  • Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback process

The ultimate goal of R.V. Anderson Associates Limited is to meet customer 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 R.V. Anderson Associates Limited provides services to customers with disabilities can be made by email, verbally, feedback form. All feedback will be directed to the President. Customers can expect to hear back within five business days.

Modifications to this or other policies

We are committed to developing customer service policies that respect and promote the dignity and independence of customers with disabilities. Therefore, no changes will be made to this policy before considering the impact on customers with disabilities. Any policy of R.V. Anderson Associates Limited that does not respect and promote the dignity and independence of customers with disabilities will be modified or removed.

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 a policy is not understood, an explanation should be provided by, or referred to, the President of R.V. Anderson Associates Limited.

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