Accessibility: Customer Service Standard

1.0 Purpose

The purpose of this policy is to develop, implement, and enforce accessibility standards in order to achieve accessibility for persons with disabilities with respect to goods and services. This policy sets out customer service standards of Algood Caster Innovations.

2.0 Commitment

Algood strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. It is committed to giving people with disabilities the same opportunity to access Algood’s goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers. It is the commitment of Algood to provide equitable treatment, with respect to providing our goods and services without discrimination in accordance with the provisions of the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005.

3.0 Responsibilities

The management team is responsible to:

• Be knowledgeable of all related legislation.
• Provide training to all employees and other members of the organization.
• Establish a process for individuals to provide feedback on how goods or services are provided to people with disabilities and outline how Algood will respond and take action. This feedback process must be accessible, and Algood will provide or arrange accessible formats and communication supports, upon request.
• Ensure policies, practices, and procedures are consistent with core principles of the standard.

Employees and other members of Algood are responsible for and must do the following:

• Comply with this policy.
• Attend training.

4.0 Definitions

• Disability (as per the Ontario Human Rights Code)

(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 co-ordination, 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”)

• Customers: People who receive goods or services from Algood.
• Persons with Disabilities: Individuals who have a disability as defined under the Ontario Human Rights Code.
• Barrier: Anything that prevents a person with a disability from fully participating in all aspects of society because of their disability, including a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a policy, or practice.
• Accessibility: Accessibility is the degree to which a product, device, service, environment, or facility is usable by as many people as possible, including persons with disabilities.
• Goods and Services: The goods and services provided by Algood.
• Assistive Device: A device used to assist a person with a disability in carrying out activities or in accessing the services of persons or organizations covered by the customer service standard. (i.e., canes, hearing aids, wheelchairs, etc.)
• Support Person: A support person is an individual hired or chosen by a person with a disability to accompany them in order to help with communication, mobility, personal care, medical needs, or with access to goods or services.
• Service Animal: A service animal is an animal for a person with a disability:
• If it is readily apparent that the animal is used by the person for reasons relating to their disability, as a result of visual indicators such as the vest or harness worn by the animal; or
• If the person provides a letter from a physician or nurse, or a regulated health professional (including psychologists, psychotherapists, audiologists, chiropractors, and optometrists) confirming that the person requires the animal for reasons relating to the disability
• Guide Dog: A dog trained as a guide for a blind person and has the qualifications prescribed by the regulations of the Blind Persons’ Rights Act.

5.0 Providing Goods and Services to People with Disabilities

Algood is committed to excellence in serving our goods and services in a respectful and accessible manner to all customers, including people with disabilities. It will carry out its functions and responsibilities in the following areas.

Communication

• Algood will communicate with people with disabilities in ways that take into account their disability and offer communication methods that are suitable to their communication needs (i.e. email, telephone, or in-person). Employees and any other members of the company are required to take into consideration the customer’s disability when making arrangements.
• Information provided on our website and promotional marketing materials will be offered in accessible formats, upon request, (i.e., small print vs. large print, offering an in-person meeting to review and read materials or website information if requested, etc.).
• It will train our team members and any other members of the company who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone Services

• Algood is committed to providing fully accessible telephone service to its customers. It will train our team members and any other members of the company to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
• Algood will offer to communicate with customers by way of web-based customer care request, e-mail, or fax if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices

• Algood is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. It is the responsibility of the person with a disability to ensure that their own assistive device is operated in a safe manner at all times.
• It will ensure that our team members and any other members of the company are trained and familiar with assistive devices that may be used by customers with disabilities while accessing Algood’s goods or services.

Orders and Billing

• Algood is committed to providing accessible order placements and invoices to all of our customers. For this reason, order placements and invoices will be provided in the following formats upon request: hard copy fax, e-mail.
• Algood will answer any questions customers may have about their orders or the content of an invoice in person, by telephone, hard copy fax, or e-mail.

Use of Service Animals and Support Persons

• Algood is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of Algood’s premises that are open to our customers or to other applicable third parties. Company premises that are open to the public at Algood include:
  • Reception Area
  • Washrooms
  • Hallways
• If a service animal is excluded by law, Algood will use other measures to provide services to the person with a disability.
• Algood is permitted to ask for proof that the animal is a service animal. The person with a disability is required to provide a letter from a physician or nurse, or regulated health professional (including psychologists, psychotherapists, audiologists, speech pathologists, chiropractors, occupational therapists, optometrists, registered psychotherapists, and mental health therapists) confirming that the person requires the animal for reasons relating to the disability.
• Service animals would not be permitted in the following areas:
  • Lunchroom
  • Employee Offices
  • Factory
• Algood will ensure that our team members and any other members of the company dealing with such customers and third parties are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
• Algood is also 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 Algood’s premises with their support person without payment of any fees.  At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on Algood’s premises.
• In certain cases, Algood may require a person with a disability to be accompanied by a support person for health and safety reasons. Before making this decision, Algood will:
  • Consult with the person with a disability to understand their needs
  • Consider health or safety reasons based on available evidence
  • Determine if there is no other reasonable way to protect the health or safety of the person or others on the premises

Notice of Temporary Disruption

• Algood 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 entrances and service counters on Algood’s affected premises.

Training for Staff

• Upon hire, Algood will provide training to all team members and any other members of the company who deal with customers or other applicable third parties in Ontario on Algood’s behalf, and all those who are involved in the development and approvals of this customer service policy, practices, and procedures.
• Training will include the following:
  • the purposes of the Accessibility for Ontarians with Disabilities Act, 2005;
  • the Integrated Accessibility Standards Regulation and the 5 Standards under the Regulation;
  • the Ontario Human Rights Code as it pertains to persons with disabilities;
  • 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 the alternative means to help provide goods or services to people with disabilities;
  • what to do if a person with a disability is having difficulty in accessing Algood’s goods and services; and
  • Algood’s policies, practices and procedures relating to the Customer Service Standard.
• Applicable team members and any other members of the company will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities in Ontario. Team members and any other members of the company will also complete refresher training every 2 years, and whenever changes are made to these policies, practices, and procedures.
• Algood will maintain accurate records of training delivered to team members and any other members of the company. These records will be made available upon request as may be required.

Feedback Process

• The ultimate goal of Algood is to meet and surpass customer expectations while serving customers with disabilities in Ontario. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
• Algood will ensure our feedback process is accessible by providing or arranging for accessible formats and communication supports, if requested.
• Feedback regarding the way Algood provides goods and services to people with disabilities in Ontario can be made to the Director of Customer Service:
  • By email to: service@algood.com
  • By phone to: (416) 749-7743
  • In-person at: 110 Delta Park Blvd, Brampton, Ontario
  • By using the Contact Us form found on our website at: https://algood-casters.com/contact/

All feedback will be directed to Algood’s Director of Customer Service.  Customers can expect to hear back in ten business days.

Modifications to this Policy

• Algood is 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.
• Policies, if any, of Algood that do not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions about this Policy

This policy exists to achieve service excellence to customers with disabilities in Ontario.  If anyone has a question about this policy, or if the purpose of this policy is not understood, an explanation should be provided by, or referred to Algood’s President.

Policy Last Updated: February 2024