Accessibility Standards for Customer Service Policy (AODA)
Statement of Policy
Dominion Citrus Limited strives to provide our products and services in a manner that is accessible to all of our customers, and respects the dignity and independence of people with disabilities. We are committed to offering equal opportunity to access our products and services and to providing the benefit of the same services, in the same place and in a similar way to all customers.
This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.
Dominion Citrus Limited is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.
We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws.
Scope of Policy
This policy applies to the provision of goods and services at premises operated by Dominion Citrus Limited and its divisions at locations in the Province of Ontario or any service provided to customers located in the Province of Ontario by Dominion Citrus Limited.
Providing goods, services or facilities to people with disabilities
Dominion Citrus Limited is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.
Dominion Citrus Limited understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.
Dominion Citrus Limited is committed to complying with both the Ontario Human Rights Code and the AODA.
Dominion Citrus Limited is committed to excellence in serving all customers including people with disabilities.
Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.
In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.
We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.
We will communicate with people with disabilities in ways that take into account their disability.
We will work with the person with a disability to determine what method of communication works for them.
We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
We are committed to provide accessible invoices to all our customers. For this reason, invoices will be provided in the in the following formats: hard copy, email, and large print.
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 welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:
- explain why the animal is excluded
- discuss with the customer another way of providing goods, services or facilities
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
In certain cases, Dominion Citrus Limited might require a person with a disability to be accompanied by a support person for the health or safety reasons of:
- the person with a disability
- others on the premises
Before making a decision, Dominion Citrus Limited 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
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Dominion Citrus Limited will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, 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.
Dominion Citrus Limited will provide accessible customer service training to:
- all senior managers and sales employees
- anyone involved in developing our policies
- anyone who provides goods, services or facilities to customers on our behalf.
New staff will be trained upon the completion of the three month probationary period. Training will include:
- purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Dominion Citrus Limited’s policies 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
- how to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities. These include:
- what to do if a person with a disability is having difficulty in accessing Dominion Citrus Limited’s goods, services or facilities
Staff will also be trained when changes are made to our accessible customer service policies.
Dominion Citrus Limited welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.
Customers will be notified of how to provide feedback in the following ways: Verbally, telephone, fax, email, regular mail and via our website.
Customers who wish to provide feedback on the way Dominion Citrus Limited provides goods, services or facilities to people with disabilities can provide feedback in the following way(s):
By calling or faxing Dominion Citrus Limited`s Human Resources at 416-521-6260 (fax 416-259-1731), emailing Human Resources at firstname.lastname@example.org, by regular mail to Human Resources, 165 The Queensway, Ste 302, Toronto, On M8Y 1H8 and via our website quick contact link http://www.dominioncitrus.com/contact.html.
All feedback, including complaints, will be handled in the following manner:
Feedback will be directed to the Director of Finance and Human Resources.
Customers can expect to hear back in 5 days.
Dominion Citrus Limited will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
Notice of availability of documents
Dominion Citrus Limited will notify the public that documents related to accessible customer service, are available upon request by posting a through our website.
Dominion Citrus Limited will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
Modifications to this or other policies
Any policies of Dominion Citrus Limited that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
Questions About This Policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to the Human Resources at 416-521-6260 or emailing Human Resources at email@example.com, by regular mail to Human Resources, 165 The Queensway, Ste 302, Toronto, On M8Y 1H8 and via our website quick contact link http://www.dominioncitrus.com/contact.html.