Accessibility Policy

AODA: Accessibility for Ontarians with Disabilities Act Compliance

Customer Service Policy

Providing Goods and Services to People with Disabilities
 

       1. Our Commitment

Calibre Sales Inc. strives at all times to provide its goods and services in a way that respects dignity and independence with 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.

       2. Providing goods an services to people with disabilities

Calibre Sales 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 to take into account their disability.

We will train staff who communicate with customers on how to interact and communicate with people with carious types of disabilities

3.2  Telephone and email services

We are committed to providing fully accessible telephone service to our customers.  We will instruct staff to communicate with customers over the telephone in a clear and plain language to speak clearly and slowly.

We will offer to communicate with customers by email if telephone communication is not suitable to their communication needs or is not available.

3.3  Assisted 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 staffs are familiar with various assistive devices assistive devices that may be used by customers with disabilities while accessing our goods and services.

3.4  Billing

We are committed to providing accessible invoices to all our customers.

 

Invoices will be provided by email, fax or sent by regular mail, depending on how the customer prefers to receive it.  Furthermore, we will answer any questions customers may have about the content of the invoice by telephone, fax, e-mail, or in person given the customer is on Calibre Sales Inc. premises.

4.    Use of support persons and service animals

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 Calibre Sales Inc. 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.

If a person with a disability is accompanied by a guide dog or other service animal, we will work with them to ensure they receive our product and services in an accessible manner.

5.    Notice or temporary disruption

Calibre Sales 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.

This notice will be placed at the conspicuous areas.

6.     Staff Training

Calibre Sales Inc. will provide training to all employees, volunteers and others who deal with the public or other third parties on behalf of Calibre Sales Inc., and all those who are involved in the development and approvals of customer services policies, practices and procedures.

This training will be provided within three months after staff commences their duties.

Training will include the following:

• The purposes of Accessibility for Ontarians with Disability Act, 2005 and the requirements of the customer service standard.
• How to interact and communicate with people of various types of disabilities.
• How to interact with people with disabilities who use an assistive device or require the assistance of a support person.
• What to do if a person with a disability is having difficulty in accessing Calibre Sales Inc. goods and services.
• Calibre Sales Inc. 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 be trained on an ongoing basis when changes are made to these policies, practices and procedures.

7.    Feedback process

The ultimate goal of Calibre Sales 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 welcome and appreciated

Feedback regarding the way Calibre Sales Inc. provides goods and services to people with disabilities can be made to Customer Service Department in person, by telephone, fax, in writing, or by delivering an electronic text by email or on a disk or otherwise.   Customers may also use our Customer Feedback Form.

Customer Service staff will complete a Record of Customer Feedback and forward it to their immediate supervisor, with a copy to Human Resources.

Electronic copies of the feedback forms are available on the Calibre Sales Inc.  HR shared drive, and hard copies are available at the Main Reception, Warehouse Administrative Office, and Customer Services Department.

Customers can expect to hear back within 10 business days, if they provide Calibre Sales Inc. with their contact information.

Based on customer feedback, management will review and modify existing policies, practices and procedures within AODA guidelines.   Revisions and new policies will be communicated to staff and will also be available in hard copies and electronically.

8.    Modification to this or other policies

We are committed to developing customer service 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 of Calibre Sales Inc. that do not respect and promote the dignity and independence of people with disabilities will be modified or removed.

9.    Notice of Availability of Document

The documents required by this regulation are available upon request in a format that takes into account the persons disability.  Calibre sales Inc. and a person with a disability will agree upon the format to be used for the document or information.

Hard copies of policies, procedures are available at the office library.  Electronic copies of the same are available on the HR Shared directory.

10.   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 the policy is not understood, an explanation should be provided by, or referred to Human Resources.

Download our Customer Feed Back Form HERE