Accessible Customer Service Policy
(Accessibility Standards for Customer Service 429/07, AODA 2005)
Providing Goods and Services to People with Disabilities
Canada Tubeform is committed to excellence in serving all customers including people with disabilities.
We will ensure that our staff are familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
We will communicate with people with disabilities in ways that take into account their disability.
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities we will notify customers promptly. This will be clearly posted at the public entrance to our facility and will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
Canada Tubeform will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services. Staff will be trained on Accessible Customer Service during orientation and when changes are made to our accessible customer service plan.
Training will include:
• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Canada Tubeform’s plan related to 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
•What to do if a person with a disability is having difficulty in accessing Canada Tubeform’s goods and services
Feedback regarding the way Canada Tubeform provides goods and services to people with disabilities can be made by email, telephone, mail or in person to:
Robin Bell, Human Resources Manager
2879 Innovation Drive, London ON N6M 0B6
Customers can expect to hear a response within 5 business days.
(Integrated Accessibility Standards Regulation191/11, AODA 2005)
Statement of Commitment
Canada Tubeform is committed to providing a respectful and inclusive environment, treating all people in a way that allows them to maintain their dignity and independence. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.
We are committed to training staff in Ontario’s accessibility laws and aspects of the Ontario Human Rights Code that relate to persons with disabilities. We will train our employees on accessibility as it relates to their specific roles.
Information and Communications
We will communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports. We will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.
We will notify employees, potential hires and the public that accommodations can be made during recruitment and hiring. We will notify staff that supports are available for those with disabilities. We will put in place a process to develop individual accommodation plans for employees. Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. Our performance management, career development and redeployment processes will take into account the accessibility needs of all employees.
Changes to Policies
Any policy, practice or procedure of Canada Tubeform that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
This multi-year accessibility plan outlines policies, practices and procedures that Canada Tubeform operating in the province of Ontario will put in place in order to provide a respectful, accessible and inclusive environment for people with disabilities. Canada Tubeform is committed to treating all people in a way that allows them to maintain their dignity and independence. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.
|IASR Requirement||Legislated Date||Strategy & Steps||Status/
|Create Customer Service Commitment & Policy Statement and make it publicly available.||Jan 1, 2012||Draft and approve. Train employees interacting with the public. Post at public entrance.
Compliance Report to be filed by Dec 31, 2014.
|Make emergency and safety information in an accessible formats, upon request||Jan 1, 2012||Update Company Emergency Response Procedure to include AODA notations.||Completed|
|Create multi-year Accessibility Plan and make it publicly available.||Jan 1, 2015||Draft plan and obtain management approval. Re-Post on website.||Completed|
|Regularly assess our practices and processes to determine if there are any barriers to accessibility in our organization||JHSC to assist as a watchdog for our environment.||Completed|
|Provide training to employees on the IASR, Human Rights Code for Leaders and company policies as it pertains to persons with disabilities.||Jan 1, 2016||Training material content and delivery options researched and selected. Material prepared as necessary. Training delivered and documented. Consider staff at time of implementation and ongoing process for new hires.
Compliance Report to be filed by Dec 31, 2017.
|Completed and current|
|Make feedback communication process in an accessible formats, upon request||Jan 1, 2016||Feedback process described in Customer Service Policy. The person with a disability wanting to communicate with us will be asked for preferred method of communication and we will deliver as possible or offer an alternative delivery method.||Completed|
|Make public information including employment practices, job performance, emergency and safety plans available in accessible formats, upon request||Jan 1, 2017||Revise policies, obtain job posting wording for accessibility.
Compliance Report to be filed by Dec 31, 2017.
|Put in place a written process to develop individual accommodation plans for employees with a disability||Jan 1, 2016||Policy and form developed, ready for use.||Completed|
|Put in place a return to work process for employees that may be absent due to a disability||Jan 1, 2016||Policy developed to cover.||Completed|
|Take into account the accessibility needs of employees with disabilities when using performance management, offering career development and employee redeployment||Jan 1, 2016||Policy revised to meet standards.||Completed|
|Identify any public reception areas and meeting rooms that do not meet accessibility standards and make modifications as reasonable||Jan 1, 2018||Previously built front reception area reviewed.
Adequate spacing, seating, ground floor entry, meeting area, accessible washroom, parking space in parking lot, etc. Compliance Report to be filed by Dec 31, 2023.
|When new website content implemented ensure conforms to WCAG 2.0, Level A||Jan 1, 2021||IT to evaluate.
Compliance Report to be filed by Dec 31, 2023.