AODA – Accessibility for Ontarians with Disabilities Act
Technical Adhesives’ Accessible Customer Service Plan
Our Commitment
Technical Adhesives Ltd. strives to provide our services in a manner that is accessible to all our customers, suppliers, the public or other third parties on their behalf and respects the dignity and independence of people with disabilities. We are committed to offering equal opportunity to access our services and to providing the benefit of the same services, in the same place and in a similar way to all customers and suppliers.
Technical is committed to excellence in dealing with all customers and suppliers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
Communication
We will communicate with people with disabilities in ways that take into account their disability. We will ensure everyone is treated with respect and dignity by giving them our full attention by taking the time to understand the needs of each individual person. We will put “the person” first by providing flexible services that meets the needs of each individual and understanding that some methods of service may not work for all people.
Telephone Services
Technical is committed to providing fully accessible telephone services to our clients, the public or other third parties on their behalf. Staff will communicate over the telephone in simple, plain language, speaking clear and slow.
Assistive Devices
Technical is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our personnel are familiar with various assistive devices that may be used by clients with disabilities, while accessing our services. Such devices may include walkers, braces, oxygen tanks, wheelchairs, scooters, canes, hearing aids, etc.
Service Animals
Technical is committed to welcoming people 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.
Support Persons
Technical welcomes any person with a disability who is accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Technical Adhesives’ 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. Should there be a need to have conversation involving confidential information, we will ask for consent from the individual with the disability before the conversation takes place.
Notice of Temporary Disruption
Technical will provide clients with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people 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 appropriate counters on our premises.
Availability and Format of Documents
Our policy will be made available upon request. Technical will strive to provide the information contained within this policy to a person with a disability in a format that considers their disability, upon request.
Training for Staff
Technical will provide training to all employees and others who deal with clients, the public or other third parties on their behalf as well as those who are involved in the development and approvals of practices and procedures on how to interact and communicate with people with various types of disabilities. This policy will be communicated to all staff via e-mail and posted on our web site. New employees will be informed during orientation through the office policy and procedures manual. We will provide retraining when there are changes to our accessible customer service plan.
Training will include the following:
- The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Review of Technical Adhesives’ customer service policy
- How to interact and communicate with people with various types of disabilities
- Hot to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support personHow to use the equipment or devices available at the workplace to assist with providing services to people with disabilities
- What to do if a person with a disability is having difficulty in accessing our services
Feedback Process
The ultimate goal of Technical Adhesives is to meet and surpass client expectations while serving clients, the public or other third parties on their behalf with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way Technical Adhesives provides services to people with disabilities can be made by mail, emailing info@technicaladhesives.com, calling 905-625-1284 extension #25, or by fax 905-625-6841. All feedback will be directed to the National Sales Manager and responses will be made in the same manner in which the comment was received, unless requested otherwise. Responses will be given within one week’s time.
Modifications to this or other Policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Technical Adhesives Ltd. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.