This AODA Policy and Procedures outlines S.i. Systems commitment to complying with both the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 AODA.
S.i. Systems is committed to excellence in serving all clients and visitors 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.
This commitment is demonstrated in the areas of:
Communication
S.i. Systems will communicate with people with disabilities in ways that takes into account their disability. We will consult with the person with a disability to determine what method of communication works for them.
S.i. Systems will ensure compliance with the required criteria of Web Content Accessibility Guidelines (WCAG) 2.0 by January 1, 2021.
Telephone Services
S.i. Systems trains staff to communicate over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with clients by email if telephone communication is not suitable to their communication needs or is not available.
Assistive Devices
People with disabilities may use their personal assistive devices when accessing our services or facilities. We will ensure that our staff is trained and familiar with various assistive devices that may be used by people with disabilities while accessing our services or facilities.
Billing
S.i. Systems is committed to providing accessible invoices to all our customers. Invoices will be provided in alternative format(s) upon request.
Use of Service Animals and Support Persons
S.i. Systems welcomes people with disabilities who are accompanied by service animals on the parts of our premises that are open to the public. We will also ensure that all staff personnel are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
People with disabilities who are accompanied by a support person will also be allowed to have that person accompany them on our premises. 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.
Policies outlining the use of service animals and support persons are available upon request.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities S.i. Systems will notify customers promptly. This notice will include information about the reason for the disruption, anticipated length of time, and a description of alternative facilities or services, if available.
This notice will be placed at all public entrances on our premises.
Training
S.i. Systems will provide training to all employees in Ontario, on Ontario’s accessibility laws and how to communicate with and provide accessible service to people with disabilities to ensure that employees have the knowledge and skills required to meet or exceed compliance requirements.
As soon as practicable, newly hired employees and volunteers will be provided with the training required to comply with the AODA Customer Service Standard.
Training will include the following:
• The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the 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 various assistive equipment or devices that may help with providing goods, services or facilities to people with disabilities
• What to do if a person with a disability is having difficulty in S.i. Systems’ goods and services
• S.i. Systems’ policies, practices and procedures relating to the standard
Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
S.i. Systems will create a training log that includes training dates for the “Customer Service Standard” and the number of individuals who completed the training modules. Records of training, including dates and number of individuals who completed the training will also be reviewed on an annual basis.
Feedback Process
S.i. Systems welcomes feedback on how we provide accessible customer service. Our ultimate goal is to meet and exceed expectations of people with disabilities and feedback will help us identify barriers and respond to concerns. Feedback can be made using any of the following methods listed below:
Email/Online: accessibility@sisystems.com
Phone: (416) 485 – 8001
Mail: Human Resources Department, 110 Yonge Street, Suite 1800, Toronto ON M5C 1T4
All feedback is directed to Human Resources and responses will follow within fifteen business days.
S.i. Systems will ensure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, upon request.
Notice of Available Documents
S.i. Systems 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.
Modifications to this or other policies
Any policies of S.i. Systems will be developed or updated to respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities. |