Policy Section: Customer Service Policy No: Subject: Accessibility Standard for Customer Service Effective Date: January 1, 2012 Approved by: Board of Directors Revision/Review Date: December 2019 CENTRE FOR INDEPENDENT LIVING IN TORONTO (C.I.L.T.), INC. ACCESSIBILITY STANDARD FOR CUSTOMER SERVICE Purpose of Policy The purpose of this Policy is to set out the accessibility standard and CILT expectations for customer service in respect to provision of goods and services to persons with a disability. The standard is mandatory under the Accessibility Standards for Customer Service Regulation (Ontario Regulation 429/07), the first accessibility standard under the Accessibility for Ontarians with Disabilities Act, 2005 which came into force on January 1, 2008. All public sector organizations which provide goods and services to customers in Ontario are required to comply. The Policy is created based on principles of independence, dignity, integration and equal opportunity. Objectives of Policy CILT is run by persons with a disability for persons with a disability. We are committed to providing excellent customer service to people in all communities. The objectives of the Customer Service Policy are: To ensure that services can be provided in ways that accommodate the individual’s disability needs; and To ensure that our staff are knowledgeable about accessible customer service. What this Policy Does Not Cover: This Policy does not cover decision with respect to the provision of services or funding under CILT's programs. Complaints about CILT services or program will be addressed according to CILT’s Service Complaint and Appeals Policy, available online at http://cilt.ca/policies.aspx or by contacting us. CILT’s Accessibility Standards for Customer Service 1. Serving People with Disabilities 1.1 Providing Goods and Services Centre for Independent Living in Toronto (C.I.L.T.) Inc. is committed to excellence in serving all consumers, including people with disabilities. 1.2 Assistive devices We welcome the use of various assistive devices for accessing our goods or services. 1.3 Communication We will communicate with people with disabilities in ways that take into account their disability. 1.4 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. 1.5 Support persons Support persons are welcome in our office. They will not be charged for accompanying a person with a disability to any CILT events or workshops. We will notify consumers of this through a notice posted on our premises. 2. Notice of temporary disruption In the event of a planned or unexpected disruption to services or facilities for consumers with CILT, we will notify consumers promptly. The notification of disruption will include information about the reason for disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notification will be posted: - On the home page of the CILT's website (CILT.ca); - At CILT's main entrance (on the door and on the notice board at the reception area), both in print and in braille; and - In the greeting message on the phone system. Those scheduled for an appointment will be notified in advance by phone and/or e-mail. Notice period expectation: - For planned events such as office closure on statutory holidays – notification will be posted at least 3 business days before the event; - For unplanned disruption which lasts for a substantial period of time (for instance, CILT website or phone system is down for 4 hours or more) – CILT will make reasonable efforts to provide notice during the disruption. 3. Staff Training on Accessibility Standards in Customer Service CILT will provide training to all F/T, P/T and contracted staff, volunteers and others who deal with the public or other third parties on their behalf. Training will be conducted to: - existing staff and volunteers on or before December 31, 2011; and - new staff/volunteers within 2 weeks of hiring. Accessibility standards in customer service will be included as part of orientation. Training topics include: - An overview of the Accessibility for Ontarians with Disabilities Act, 2005; - CILT’s requirements of 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 TTY and braille printer (if necessary); and - What to do if a person with a disability is having difficulty in accessing CILT’s goods and services. Staff will also be trained when changes are made to the customer service plan. Training Tools include a combination of: o Electronic or printed materials; and o E-learning course: "How May I Help You? Welcoming Customers with Disabilities", developed by the Government of Ontario and the Retail Council of Canada. A training log including who is trained on what and when will be kept to ensure all staff and volunteers are up-to-date with the legislation and CILT’s expectations on accessible customer service. 4. Feedback process CILT welcomes consumer feedback which helps to continuously improve its customer service to people with a disability. A feedback form can be found online at www.cilt.ca\feedback.aspx. Completed forms can be returned to CILT: o in person o by mail to 365 Bloor Street East, Suite 902, Toronto, ON M4W 3L4 o by fax to 416-599-3555; or o by email to cilt@cilt.ca. All feedback will be forwarded to and handled by the Enquiry Generalist. Consumers can expect to hear back within 5 working days. All feedback will be logged for future reference and/or review for strategic improvement. 5. Modifications to this or other policies Any CILT policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. 6. Notification of this Policy A copy of this policy is posted on http://cilt.ca/policies.aspx. The policy will be publicized under What’s New and under the Accessibility tab in the CILT website and on the CILT newsletter ‘In the Stream’. 7. Accessible Formats This policy is available online 24/7 in electronic format (pdf or text). Other accessible formats (such as braille, large print, etc.) are available upon request.