Customer Service Policy Statement Providing Goods and Services to People with Disabilities
(January 1, 2012)
The mission of Doyle Salewski Inc. is to meet and surpass customer expectations while serving customers with disabilities by providing goods and services in a way that respects the dignity and independence of people with disabilities.
In fulfilling our mission, Doyle Salewski Inc. strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
Doyle Salewski Inc. is committed to excellence in serving all customers including people with disabilities, and we will carry out our functions and responsibilities in the following areas:
— 3.1 COMMUNICATION
We will communicate with people with disabilities in ways that take into account their disability.
We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
— 3.2 TELEPHONE SERVICES
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in a clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by email, fax, letter, or other means available, if telephone communication is not suitable to their communication needs or is not available.
— 3.3 ASSISTIVE DEVICES
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.
We will also ensure that staff know how to use or access the wheel chair ramps or other assistive devices available on our premises for customers’ use.
— 3.4 BILLING AND OTHER DOCUMENTATION
We are committed to providing accessible invoices, documentation, and information to all of our customers. For this reason, invoices, documentation, and other information will be provided in the following formats upon request: hard copy, large print, e-mail, and fax, where available.
We will answer any questions customers may have about the content of the invoice, documentation, and other information in person, by telephone or email.
We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff and others dealing with the public are properly trained on how to interact with people with disabilities who are accompanied by a service animal.
We are 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 Doyle Salewski Inc.’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 our premises.
Doyle Salewski Inc. 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 public entrances, on our website, and at service counters on our premises.
Doyle Salewski Inc. will provide training to all employees and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approval of customer service policies, practices and procedures.
Training will be provided to new employees during their orientation training. Training will include the following:
• The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of 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 or access the wheelchair ramp available on our premises or otherwise that may help with the provision of goods or services to people with disabilities.
• What to do if a person with a disability is having difficulty in accessing Doyle Salewski Inc.’s goods and services.
• Doyle Salewski’s policies, practices and procedures relating to the customer service standard.
Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
The ultimate goal of Doyle Salewski Inc. is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated.
Feedback regarding the way Doyle Salewski Inc. provides goods and services to people with disabilities can be made by mail, e-mail, verbally, or fax. All feedback will be directed to Marcy Collins, Vice-President. Customers can expect to hear back within two business days. All complaints will be forwarded to either Brian Doyle, President, or Paul Salewski, Senior Vice-President.
Mailing address: 404 Bank Street, Ottawa, Ontario K2P 1Y5
e-mail address: [email protected]
Telephone: 613-569-4444 (extension 2020)
We are 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. Any policy of Doyle Salewski Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of the policy is not understood, an explanation should be provided by Marcy Collins or referred directly to either Brian Doyle, President or Paul Salewski, Senior Vice-President of Doyle Salewski Inc.