Legal Information – Accessible Customer Service Policy
Information and Communications Technology Council (ICTC) Accessibility Policy
The Ontario Accessible Customer Service Standards aim to make Ontario more accessible to people with disabilities. It is about:
- Understanding that customers with disabilities may have different needs
- Finding the best way to help them access goods and services
The Accessibility for Ontarians with Disabilities Act (AODA), 2005 is the foundation on which the standards are built. The AODA allows for enforcement of the customer service standard through inspections, compliance orders, and administrative penalties.
POLICY STATEMENT
ICTC is committed to providing accessible customer service to people with disabilities in a way that is consistent with the principles of dignity, independence, integration, and equal opportunity to obtain, use, and benefit from the ICTC’s goods and services. For a detailed description of each principle, please visit www.AccessOn.ca
This policy will be updated as new standards are introduced and developed. Changes in how ICTC delivers its services will also prompt a review of this policy in order to consider the impact on people with disabilities. Questions about the policy should be directed to the Director of Finance and Administration.
PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES
Communication
ICTC will communicate with customers and third parties with disabilities in ways that take their disability into account and are consistent with the principles of dignity, independence, integration, and equal opportunity. We will provide alternative formats and will train staff on how to interact and communicate with people with various types of disabilities.
Information required by a person with a disability will, upon request, be provided in a format or method that takes into account the person’s disability (e.g., email, hard copy, large print, verbally, in person, telephone, via a support person).
Assistive Devices
ICTC endeavours to ensure people with disabilities have unencumbered access to use their own assistive devices in obtaining, using, or benefiting from ICTC’s goods and services. Employees will be trained and familiar with various assistive devices that may be used by customers with disabilities for accessing ICTC`s goods or services. ICTC employees should not operate or otherwise interfere with a person’s personal assistive device, unless invited to do so by the user or their support person.
Use of Service Animals and Support Persons
ICTC welcomes people with disabilities who are accompanied by a service animal on its premises that are open to the public and other third parties. Employees should not pet or otherwise distract a person’s service animal.
Any person with a disability will be allowed to enter ICTC’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 ICTC’s premises. Where confidentiality is of importance, the support person may be required to sign a confidentiality agreement.
Forums and Events
ICTC endeavours to hold all customer forums and events in accessible venues. When registering for events, customers requiring any special assistance or accommodation should make ICTC aware of their requirements. ICTC will endeavour to meet accommodation needs. Any support person accompanying a person with a disability to an ICTC-sponsored event will not be charged for entrance or registration, but should advise ICTC of their attendance in advance whenever possible.
Notice of Temporary Disruption
ICTC will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services required 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 reception areas on our premises.
TRAINING FOR STAFF
All employees that deal with the public or third parties are expected to demonstrate a working knowledge and understanding of a range of communication methods helpful to persons with disabilities and, if required, offer to communicate with customers by an alternate means, which may include in-person, telephone, or email. Therefore, ICTC will provide training on accessible customer service, effective communication related to people with disabilities, and relevant ICTC customer service policies, practices, and procedures. Records will be kept of the training, and new hires required to complete the training will do so as part of their orientation. Training will be updated when changes are made to ICTC’s customer service policies, practices and procedures.
FEEDBACK PROCESS
Feedback on how well ICTC is meeting customer expectations is appreciated and can be provided via:
- ICTCs feedback form (download the PDF here)
- Phone to: (613) 237 8551
- Fax to: (613) 230 3490
- Email to: [email protected]
- Writing to: Director of Finance and Administration, Information and Communications Technology Council
- 116 Lisgar Street, Suite 300, Ottawa, Ontario K2P 0C2
- In person at: same as above with a prescheduled appointment
Feedback will be directed to the Director of Finance and Administration. If a response is requested, customers can expect to hear back within five business days. Complaints will be addressed in accordance with ICTC’s customer procedures.
This policy will be posted on ICTCs website and made available to all parties upon request.
FURTHER INFORMATION
Legislation
- Accessibility Standards for Customer Service, Ontario Regulation 429/07
- Ontarians with Disabilities Act, 2001
- Accessibility for Ontarians with Disabilities Act, 2005
Websites
www.AccessON.ca – a comprehensive accessibility resource website that includes information and resources supporting the AODA and its accessibility standards
DEFINITIONS
Alternate formats: Other ways of publishing information beyond traditional printing. For example:
- Audio format such as cassettes or digital audio format
- Braille used by some people who are blind or deaf-blind
- Videos that may be helpful to people with certain learning disabilities
- Easy-to-read, simplified summaries of materials for people with developmental or intellectual disabilities
- Large print and electronic formats
Assistive Devices: A tool, technology or other mechanism that helps a person with a disability do everyday tasks and activities such as moving, communicating, or maintain their independence at home, at work, and in the community (e.g. communication aids, cognition aids, personal mobility aids, medical aids).
Disabilities: As per the Ontario Human Rights Code, disability means:
- a) 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 coordination, 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;
b) a condition of mental impairment or a developmental disability;
c) a learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
d) a mental disorder; or;
e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act,1997. (“Handicap”)
Persons with Disabilities: Individuals who are afflicted with a disability as defined under the Ontario Human Rights Code.
Service Animals: Any animal trained to do work or perform tasks for the benefit of a person with a disability.
Support Persons: Any person whether a paid professional, volunteer, family member, or friend who accompanies a person with a disability in order to help with communications, personal care, medical needs, or access to goods or services.