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Reamined Systems Inc. Accessible Customer Service Policy

Purpose

This policy covers Reamined Systems Inc. (RSI)  commitment to comply with the Accessibility Standards for Customer Service regulation made under the Access for Ontarians with Disabilities Act, 2005 (AODA).

Objective

This policy represents Reamined Systems Inc. commitment to serving all clients and stakeholders, including persons with disabilities.

Principles

Reamined Systems Inc. will use reasonable efforts to ensure that the policy, practices and procedures in support of accessible customer service will be developed in a manner that upholds the following principles:

  • Dignity – People with disabilities are as valued and as deserving of effective and full programs and services as any other person.
  • Independence - The capabilities of persons with disabilities will be acknowledged and respected.
  • Integration – The provision of programs or services to persons with disabilities and others will be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the program or services.
  • Equal Opportunity – Where a uniform response is appropriate, individual needs will be taken into account when providing programs and services to ensure there are no barriers to their access or participation and they are treated in a manner similar to other persons.

Standard - Assistive Devices

A client with a disability may use their own assistive device(s) for the purpose of obtaining and using our programs and services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing programs or services.

Standard – Communication

RSI employees and representatives will communicate with a person with a disability in a manner that takes into account his or her disability for the purpose of using, receiving and requesting programs and services.

Standard - Service Animals

RSI welcomes people with disabilities and their service animals. Unless otherwise prohibited by law, service animals are allowed on the parts of our premises that are open to the public. Service animals must be under the care and control of the person with a disability at all times.

Standard - Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. In situations where confidential information of a client or stakeholder with a disability is to be discussed, RSI may require a signed statement of permission and/or consent from the person with a disability to allow their support person to be present.

Standard – Notice of Temporary Disruption

In the event of a planned or unexpected disruption to client services, RSI will notify clients promptly. The notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternate services if available. The notice will be posted on the secure client website(s).

Standard – Training for Staff

RSI will provide AODA Standards training to employees and persons who act on behalf of RSI (staff), who interact with the public on programs and services and employees who participate in developing RSI policies and procedures related to the provision of programs and services. Training will be provided to existing staff and to new staff within three months of hire. Training will be provided to all staff when changes to the policies, practices and procedures require additional training. Records of the training dates and participants will be kept. Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard;
  • RSI’s policy and 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.

Feedback Process

Clients and stakeholders who wish to provide feedback on the way RSI provides programs and services to people with disabilities can complete an Accessibility Feedback Form available on the website(s). Clients can expect to hear back in five-business days. Complaints will be addressed according to our organization’s regular complaint management procedures. Ongoing reviews of accessible customer service requirements will be conducted and changes will be implemented to improve the delivery of accessible customer service.

 

 

 

 

 

Disclaimer

Personal information that is provided in respect to Accessibility services is collected pursuant to the Accessibility Standards for Ontarians with Disabilities Act, 2005, O. Reg. 191/11 and O.Reg.429/07, and will be used for the purpose of responding to Accessibility service feedback for persons with disabilities. Questions regarding this collection may be referred to the Accessibility Coordinator using the contact methods noted below.

 

Contact

Address: 40 Dundas St. W. Suite 920
Toronto, ON M5G 2C2

Call: 416-591-1110 x221
1-800-998-5739 x221

Fax: 416-591-1373

Office Hours: Monday - Friday (8:30am to 4:30pm)

Email: accessibility@reamined.on.ca

 


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