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Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act (AODA), 2005
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.
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:
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:
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.
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 [email protected], 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.
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.
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 [email protected].
This policy will be reviewed every year or any time that legislation may require it to be updated.
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