Customer Service Accessibility Plan

 

OVERVIEW

 

Purpose

The purpose of this plan is to outline the responsibilities of employees and third parties acting on behalf of Impacto Protective Products to ensure that all clientele are treated consistently, with dignity and respect.

Policy

Impacto Protective Products is committed to ensuring that we provide a safe, welcoming, barrier-free and accessible environment for our staff, clients, visitors and stakeholders who enter onto our premises, do business with us, access our website or communicate with us.

As a business, we are responsible for ensuring that our staff, as well as our facilities, policies, business practices and systems comply with the governing legislation and relevant best practices with respect to the accessibility for people affected by a disability.

We promote dignity and respect and strive to provide people with disabilities the same opportunities and access to our services.

PROVIDING SERVICES TO PEOPLE WITH DISABILITIES

Providing services to people affected by a disability is demonstrated in the areas of:

Assistive Devices

We will ensure that our customer-facing staff are trained and familiar with the various assistive devices that we have on site and allow any individual with a disability to use their own assistive devices on our premises.

Communication

We will communicate with people with disabilities in ways that take into account their limitations. We train staff to communicate and interact with people affected by a variety of disabilities in a respectful and helpful manner.

Use of Support Persons & Service Animals

We are committed to welcoming persons with disabilities who are accompanied by a support person. At no time will a person affected by a disability be prevented from having access to his or her support person while on our premises.

We welcome 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 ensure that staff and others assisting the public on our behalf are trained on how to interact with persons with disabilities who are accompanied by a service animal.

 

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services for clients with disabilities Impacto Protective Products will make every effort to notify clients in a timely manner.

A 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.

TRAINING

Impacto Protective Products will provide training to both full and part time employees, volunteers and other person who deals with the public or other third parties on our behalf. This includes members of the management team, customer services representatives, sales managers, and any other member who may come into contact with customers or the public either in person or by phone. New employees on site that fall into one of the categories listed above will be provided training within thirty (30) days from the start of their employment. New employees that are employed off site that fall into one of the categories above will be provided training within sixty (60) days from the start of their employment.

 

Training will include but is not limited to:

 

  •        An overview of the Accessibility for Ontarian with Disabilities Act, 2005 and the requirements of the customer service standard.
  •        Impacto Protective Products’ plan 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 support person.
  •        What to do if a person with a disability is having difficulty in accessing Impacto’s goods and services or facilities.

 

FEEDBACK PROCESS

We appreciate and welcome feedback; customers who wish to provide feedback on the way Impacto provides good and services to people with disabilities can do so by e-mail to impacto@impacto.ca , by phone to our toll free number: 888-232-0031 in North America or 0800-0280-243 in the United Kingdom or in person at, 40 Dussek St. Belleville, ON. 

When feedback is received from a customer or member of the public regarding how Impacto Protective Products provides its goods and services to people with disabilities, the complaint will be forwarded to the company’s Human Resources Manager or other appropriate delegate. The Human Resources Manager or delegate will document the complaint and then investigate the complaint further to determine its validity and how it can be resolved.

The results of the investigation will be communicated to the members of the management team and once an appropriate solution/response has been determined, the complainant will be contacted and the results of the investigation and subsequent response will then be communicated.