Accessibility for Ontarians with Disabilities Act (AODA)

Accessible Customer Service Policy
AODA Customer Feedback Form

ACCESSIBLE CUSTOMER SERVICE PLAN

PURPOSE

To define and outline the responsibilities of employees, and others who deal with the public or other third parties on behalf of Quanser to provide goods and services to people with disabilities in a manner that is in compliance with the Accessibility for Ontarians with Disabilities Act, 2005.

 

SCOPE

This policy applies to all Quanser employees and others who deal with the public or third parties on behalf of Quanser.

 

DEFINITIONS

Accessible Communications: depending on the situation and the person’s needs this involves changing the method of communication in a way that makes it easier for the individual to communicate. This can include using assistive devices or services such as a sign language interpreter or TTY phone.

Accessibility for Ontarians with Disabilities Act, 2005 (AODA): a law passed by the Ontario legislature that allows the government to develop specific standards of accessibility and to enforce them.

Assistive Device: is a tool, technology or other mechanism that improves the quality of life of a person with a disability and/or enables them to do everyday tasks and activities such as moving, communicating or lifting. It helps the person to maintain their independence at home, at work and in the community. Common examples include wheel chairs, oxygen tanks, hearing aids, etc.

Customer Service Standard: the first standard developed under the AODA. AODA allows enforcement of the standard through inspections, compliance orders and administrative penalties. All providers that are covered by the customer service standard must comply with the requirements outlined in the policy below.

Dignity: treating a person with a disability the same as any other customer by offering the same level of service and respect.

Disability:

(a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,

(b) a condition of mental impairment or a developmental disability,

(c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,

(d) a mental disorder, or

(e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997; (“handicap”)

Independence: an individual’s freedom to make their own choices and/or do things their own way.

Service Animal: An animal that is used by a person with a disability as a means of supporting that disability.

Support Person: another person who accompanies a person with a disability in order to help with communication, mobility, personal care or medical needs, or accessibility of goods or services.

 

POLICY

Quanser is committed to providing goods and services in a way that respects the dignity and independence of people with disabilities at all times. We strive to provide people with disabilities the same opportunity to access our good and services and allow them to benefit from them in a similar manner as other customers.

We will demonstrate our commitment by focusing on these areas:

a) Communication: We will take peoples’ disabilities into account when we communicate with them. We will identify and utilize the method of communication that will best accommodate the individual. Our staff members who communicate with customers will be trained on how to communicate and interact with people with various types of disabilities.

b) Telephone Services: Our staff will be trained to communicate with customers over the telephone in clear and plain language, and to exercise patience where a customer is having difficulty understanding the conversation or expressing themselves.

c) Assistive devices: We will train and familiarize our staff with various assistive devices that may be used by customers with disabilities, while accessing our goods and services.

d) Billing: We are committed to providing accessible invoices to all of our customers. Invoices will be provided in alternative format upon request. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.

e) Use of service animals: We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

f) Support person: A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. These support persons may be required to sign a non-disclosure agreement depending on the nature of the visit.

g) Notice of temporary disruption: In the event of a planned or unexpected disruption to services or facilities for customers with disabilities including use of elevator, Quanser will notify customers promptly. This clearly posted notice will include information about the reason for disruption, its anticipated length of time, and a description of alternative facilities of services, if applicable.

The notice will be located on the front entrance to our building, office, as well as on our website.

Procedure

a) Training

Quanser will provide training to all employees, volunteers and others who deal with the public or other third parties on our behalf.

Training will include:

· An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

· Quanser’s 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 a support person

· How to use the equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities.

· What to do if a person with a disability is having difficulty accessing Quanser’s goods and services

All Quanser staff will be trained on the policies, practices, and procedures that affect the way goods and services are provided to people with disabilities. Training will be updated and carried out on an on-going basis, as changes are made to these policies, practices, and procedures.

b) Feedback Process

Customers who wish to provide feedback on the way Quanser provides goods and services to people with disabilities can contact human resources via email at resourcefulhumans@Quanserrobotics.com.

Customers can expect to hear back within five business days.

c) Modifications to this or other Policies

Any policy of Quanser that does not respect or promote the dignity and independence of people with disabilities will be modified or removed.

d) Questions surrounding this Policy

Any questions about this policy can be directed to the Human Resources Department via email at hr [AT] quanser [DOT] com

This policy is available in alternative formats upon request.

 


 

MULTI-YEAR ACCESSIBILITY PLAN

ACCESSIBILITY PLAN AND POLICIES FOR QUANSER

This 2014-21 accessibility plan outlines the policies and actions that Quanser will put in place to improve opportunities for people with disabilities.

STATEMENT OF COMMITMENT

Quanser is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

ACCESSIBLE EMERGENCY INFORMATION

Quanser is committed to providing customers and clients with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.

TRAINING

Quanser will provide training to all employees on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees.

Quanser will take the following steps to ensure employees are provided with the training needed to meet Ontario’s accessible laws by January 1, 2015.

Provide Customer Accessibility Training at time of hire.

Make program information available on Wiki.

INFORMATION AND COMMUNICATIONS

Quanser is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs.

Quanser will take the following steps to make all new websites and content on those sites conform with WCAG 2.0, Level A by January 1, 2014.

Provide a statement on the website that all information can be requested in accessible formats

Ensure that text size can be increased in the viewer’s browser

Ensure that descriptions are provided for images

Quanser will take the following steps to make ensure existing feedback processes are accessible to people with disabilities upon request by January 1, 2015.

Provide access to company phone number and email, as well as contact form on website.

EMPLOYMENT

Quanser is committed to fair and accessible employment practices.

We will take the following steps to notify the public and staff that, when requested, Quanser will accommodate people with disabilities during the recruitment and assessment processes and when people are hired.

Include statement on “Careers” page that we will accommodate applicants during the recruitment process if requested.

Include statement in “application received” email that we will work with employee with disabilities to determine appropriate accommodations as required, when hired.

Quanser will take the following steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability.

Point new employees to the AODA policies and procedures space on the wiki

Inform employees that we will work with them on an individual basis to determine appropriate accommodation

Post our Medical Leave Policy on the wiki and discuss requirements for return to work with employees that have been absent due to a disability

We will take the following steps to ensure the accessibility needs of employees with disabilities are taken into account as part of our performance management, career development and redeployment processes.

Ensure that how a disability may affect performance, career development, and redeployment is evaluated on a case-by-case basis. Establish an accommodation plan for any employee affected.

Quanser will take the following steps to prevent and remove other accessibility barriers identified.

Encourage employees to provide feedback on barriers and address these concerns.

 

For more information on this accessibility plan, please contact Quanser at:

Cheryl Persaud, Human Resources manager

Phone: 905-940-3575 x254

Email: hr [AT] quanser [DOT] com

Accessible formats of this document are available free upon request from the Human Resources department: hr [AT] quanser [DOT] com

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