Accessibility Standards for Customer Service

TRANSERVICE LEASE CO.

Policy:

Accessibility Standards for Customer Service

Effective Date:

January 2018

Date Last Reviewed:

October 2017

Scheduled Review Date:

December 2018

Supersedes:

All previous Policies and/or Statements

Approved by:

HR Committee

PURPOSE:

Transervice Lease Co. (Transervice) is committed to diversity, inclusion and accessibility for persons with disabilities.

SCOPE

This policy applies to all persons who interact with the public, other organizations or third parties on behalf of Transervice.

As part of our commitment, we will make reasonable efforts to ensure that our policies, procedures and practices are consistent with the following principles:

  • Persons with disabilities will be provided equal opportunity to obtain, use and benefit from Transervice’s goods and services;

  • Transervice’s goods and services shall be provided in a manner that respects the dignity and independence of persons with disabilities;

  • The goods and services provided to persons with disabilities shall be integrated with the provision to others unless an alternative measure is necessary to allow a person with a disability to benefit from Transervice’s goods and services. The alternative measure may be temporary or permanent;

  • Communications with a person with a disability are conducted in a manner that takes the person’s disability into account.

POLICY STATEMENTS:

Assistive devices

Transervice permits persons with disabilities to use their personal assistive devices while on the (organization)’s premises.

Communication

Transervice is committed to communicating with persons with disabilities in ways that take into account their disability.

Service animals and support persons

Transervice welcomes onto its premises service animals and support persons upon whom persons with disabilities rely. Transervice will advise the parties as soon as possible about any costs they will incur associated with having the support person.

Notice of temporary disruption

Transervice will notify persons with disabilities promptly in the event of a planned or unexpected disruption to services or facilities. This notice will be provided in accessible formats and posted in public areas.

Training of employees

Transervice will provide training to all employees and contractors that interact with the public or other third parties on Transervice’s behalf, and all those who are involved in the development of Transervice’s relevant policies, practices and procedures.

The training is provided as soon as possible after hiring or engagement and on commencement of new or additional duties that require training.

Training includes the following:

  • a review of the purpose of the AODA and the requirements of the Customer Standard Regulation developed thereunder;

  • a review of this policy;

  • how to interact and communicate with persons with various types of disabilities;

  • how to interact with persons with a disability who use an assistive device or require the assistance of a service animal or support person;

  • how to use assistive devices available at Transervice; and

  • how to assist a person with a disability that is experiencing difficulty accessing Transervice premises and/or our services.

  • Transervice keeps accurate training record.

    These records include the dates of the training, and the individuals to whom the training was provided.

    PROCEDURE:

    To request accommodation or assistance for any program, good or service, contact Gina Lydakis or email at AODAenquiries@transervice.com.

    Feedback process

    Transervice encourages feedback regarding how it provides programs, goods and services to persons with disabilities. This can be provided via the following methods:

Modifications to this or other policies

Transervice is committed to ensuring that its policies, practices and procedures are consistent with and promote the core principles of dignity, independence, integration and equal opportunity. Any policy that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.

Questions/Clarification

This policy exists to achieve service excellence to clients with disabilities. Any questions regarding this policy, or its associated practices or procedures, should be directed to Human Resources at +1 705-474-5081 or AODAenquiries@transervice.com.