Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act (AODA), 2005

Our Mission

The mission of Wallenstein Feed & Supply Ltd. (WFS) is to provide at all times its goods and services in a way that respects the dignity and independence of people with disabilities.

Our Commitment

In fulfilling our mission, WFS is committed to giving people with disabilities 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.

Providing Goods and Services to People with Disabilities

WFS is committed to excellence in serving all customers 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 train staff who communicate with customers on how to interact and communicate with people 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 other means (e.g. e-mail etc) if telephone communication is not suitable to their communication needs or is not available.
• Assistive Devices - We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
• Billing - We are committed to providing accessible invoices to all of our customers. For this reason, invoices can be provided in the following formats upon request: hard copy, large print, e-mail, etc.  We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.

Use of Service Animals and Support Persons

We are 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. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.  We are committed to welcoming people 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 WFS’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.

Notice of Temporary Disruption

WFS will provide customers 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 service counters on our premises.

Training for Staff

WFS will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Individuals in the following positions will be trained: customer service representatives and office staff.  This training will be provided immediately after staff commence their duties.

Training will include the following:

• The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• How to interact and communicate with people with various types of disabilities
• How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
• How to use any equipment or devices (e.g. elevators, washrooms, automatic doors etc) available on premises or otherwise that may help with the provision of goods or services to people with disabilities.
• What to do if a person with a disability is having difficulty in accessing WFS goods and services
• WFS’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 people 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 WFS is to meet and surpass 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 WFS provides goods and services to people with disabilities can be made in several ways (e.g. e-mail accessibility@wfs.ca, in person, verbally, by telephone etc.). All feedback will be directed to the WFS Human Resources Manager.  Customers can expect to hear back in a few days.  Complaints will be addressed according to WFS internal human resources procedures.

Modifications

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 WFS that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions

This policy exists to achieve service excellence to customers with disabilities. Any feedback regarding this policy or its application may be submitted to the Human Resources Manager at accessibility@wfs.ca.

This policy will be reviewed every year or any time that legislation may require it to be updated.