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Accessibility Policies

Accessibility Policies of Trudel & Sons Roofing Ltd in Stouffville

Intent

This policy is intended to meet the requirements of the Integrated Accessibility Standards, Ontario Regulation 191/11 for the Employment Standard set forth under the Accessibility for Ontarians with Disabilities Act, 2005. This regulation establishes accessibility standards specific to customer service for organizations that provide goods and services to members of the public or other third parties.


All employment services provided by Trudel & Sons Roofing Ltd shall follow the principles of dignity, independence, integration, and equal opportunity.


Scope

This policy shall apply to staffs who deal with members of the public on behalf of Trudel & Sons Roofing Ltd (“Company”), whether the person is an employee, subcontractor, volunteer, or otherwise.


Definitions

Assistive Devices – are auxiliary aids such as communications aids, cognition aids, personal mobility aids, and medical aids (i.e. canes, crutches, wheelchairs or hearing aids).


Disability– as per the Ontario Human Rights Code, means:


  • 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 impairment, 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;

  • A condition of mental impairment or a developmental disability;

  • A learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;

  • A mental disorder; or:

  • New

  • An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.


For the purposes of this policy only, “Staff” means every person who deals with members of the public or other third parties on behalf of the Company whether the person does so as an employee, subcontractor, volunteer, or otherwise.


Support Persons– Support persons are any person, whether a paid professional, volunteer, family member, or friend who accompanies a person with a disability in order to help with communications, personal care, or medical needs, while accessing goods or services.


Service Animals– Service animals are defined as animals individually trained to do work or perform tasks for the benefit of a person with a disability.


Statement of Policy

Trudel & Sons Roofing Ltd will provide exceptional customer service to all its clients, third parties, and members of the public.


Reasonable efforts will be made to ensure that:


  1. Persons with disabilities are provided equal opportunity to obtain, use and benefit from the Company’s goods and services;

  2. Goods and services are provided in a manner that respects the dignity and independence of persons with disabilities;

  3. The goods and services provided to persons with disabilities are integrated with the provision to others unless an alternative measure is necessary to allow a person with a disability to benefit. The alternative measure may be temporary or permanent;

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

  5. Persons with disabilities may use assistive devices, service animals, and support persons as is necessary to access the Company’s goods and services unless superseded by other legislation.


1. Providing Goods & Services to Persons with Disabilities

The Company is committed to excellence in serving all clients, including persons with disabilities. In particular:


a) Communication


The Company will communicate with persons with disabilities in ways that take into account their disability.


The Company will train staff who communicate with clients as to how to most effectively interact and communicate with persons with various types of disabilities.


b) Telephone Services


We are committed to providing fully accessible telephone service to all individuals we deal with. The Company will train staff to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly, as might be required.


The Company will offer to communicate with clients by email, fax, or letter if telephone communication is not suitable to their communication needs or is not available.


c) Assistive Devices


The Company is committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staffs are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our goods or services.


d) Billing


The Company is committed to providing accessible invoices to all of our clients. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, or email.


The Company will answer any questions clients may have about the content of the invoice, in person, by telephone, or by email.


2. Use of Service Animals & Support Persons

The Company is committed to welcoming persons 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. The Company will also ensure that all employees, volunteers, and others dealing with the public are properly trained on how to interact with persons with disabilities who are accompanied by a service animal.


The Company is committed to welcoming persons 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 the Firm’s 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. Permission will be obtained from the person with the disability prior to a discussion of a confidential nature taking place with the support person present.


3. Notice of Temporary Disruption

The Company will provide clients with notice in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available.


The notice will be placed at all public entrances and reception counters on our premises.


4. Training for Employees

The Company will provide training to all employees, volunteers, and others who regularly deal with the public or other third parties on their behalf, and all those who are involved in the development and approval of customer service policies, practices, and procedures.


Training will include the following:


  1. The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;

  2. How to interact and communicate with persons with various types of disabilities;

  3. How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person;

  4. How to offer assistance if a person with a disability is having difficulty in accessing the Company’s goods and services; and

  5. Review of the Company’s policies, practices and procedures relating to the customer service standard.


Applicable employees will be trained on policies, practices, and procedures that affect the way goods and services are provided to persons with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.


5. Feedback Process

The ultimate goal of the Company is to meet or surpass client expectations while serving clients with disabilities. Comments on our services relating to how well those expectations are being met are welcome and appreciated.


Feedback regarding the way the Company provides goods and services to persons with disabilities can be made verbally (in person or by phone) or in writing (by requesting our Client Feedback Form or by letter or email). All feedback will be directed to management. Customers can expect to hear back in within seven (7) business days.


Submitting Feedback


Customers can submit feedback to:


Trudel & Sons Roofing

HR Department

5 Paisley Lane

Stouffville, Ontario L4A 7X4


Call Trudel & Sons Roofing Ltd by Telephone



Phone: 905-642-3515

Send a Fax to Trudel & Sons Roofing Ltd


Fax: 905-640–7352


Email Trudel & Sons Roofing Ltd


Email: info@trudelandsons.com


6. Modifications to Policy

The Company is committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities.


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


Customer Feedback Form


We appreciate your comments and feedbacks. Please complete our Customer Feedback Form to submit feedback.

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