Accessible Customer Service Policy (By-law 3253-2016) — full text

This is the exact embedded text of the captured official document. Snapshot f9fb90d5cc82 · verified 2026-06-10 · original document · archived snapshot · unofficial consolidation, the official version is held by the municipal clerk.

0 0 CORPORATION OF THE TOWNSHIP OF AUGUSTA BY-LAW NUMBER 3253-2016 A BY-LAW TO ESTABLISH AN ACCESSIBLE CUSTOMER SERVICE POLICY WHEREAS Ontario Regulation 429/07 to the Accessibility for Ontarians with Disabilities Act 2005 requires every provider of goods or services to establish policies, practices and procedures governing the provision of its goods or services to persons with disabilities; WHEREAS the Accessibility Directorate of Ontario made updates to the customer service standard as part of their required five year review; NOW THEREFORE the Council of the Corporation of the Township of Augusta enacts as follows: 1. Schedule "A", attached, shall from part of this by-law. 2. That by-law 2773 is hereby repealed. 3. This by-law will come into effect on the date of passing. READ a first and second time this 22 day of August 2016. READ a third time and passed this 22 day of August 2016. u(' MAYOR CLERK C 'qtisttt TOWNSI-TIP cq(,,,j,mjfy o/' 9 ppon'witey Schedule A by-law 3253-2016 ACCESSIBLE CUSTOMER SERVICE POLICY Providing Goods and Services to People with Disabilities Our Commitment The Township of Augusta strives at all times to provide its goods and services in a way that respects the dignity and independence of all people. The Township of Augusta is also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers. Providing Goods and Services to People with Disabilities The Township of Augusta will provide goods and services to people with disabilities, with particular consideration to the following areas: Exclusion This Accessibility Customer Service Policy shall not apply during any period where the Reeve, or the Reeve's designate has declared a "State of Emergency" as defined under the Emergency Management and Civil Protection Act. 2 Communication The Township of Augusta will communicate with people with disabilities in ways that take into account their disability. All employees, council and volunteers will be trained on how to interact and communicate with people with various types of disabilities. The Township of Augusta is committed to providing fully accessible telephone service to our customers. Staff will be trained to communicate with customers over the telephone in clear and plain language, to speak clearly and slowly and to tailor their responses as much as possible in support of the individual. The Township of Augusta will offer to communicate with customers by other means, including relay service or e-mail, if telephone communication is not suitable to their communication needs or is not available. Assistive Devices The Township of Augusta is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. Staff will be trained and become familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services. The Township of Augusta will also ensure that staff know how to use the assistive devices which are available on our premises, including electronic door openers. 3 Correspondence, invoices and other documentation The Township of Augusta is committed to providing accessible information to all of our customers. For this reason, correspondence, invoices and other documentation will be provided in large print or by e-mail, upon request. The Township of Augusta may provide a document, or information contained in a document, in a format that takes into account the person's disability. The Township of Augusta and the person with a disability may agree upon the format to be used for the document or information. Any questions customers may have about the content of a document will be answered in person, by telephone or e-mail. The Use of Service Animals and Support Persons Service Animals The Township of Augusta is committed to welcoming people with disabilities who are accompanied by a service animal, in the areas of our premises that are open to the public and other third parties. All staff, volunteers and others dealing with the public will be properly trained in how to interact with people with disabilities who are accompanied by a service animal. An animal is a service animal for a person with a disability: i) If it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or ii) If the person provides documentation from a regulated health professional confirming that the person needs the service animal for reasons relating to the disability. 4 Support Person The Township of Augusta is committed to welcoming people 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 Township of Augusta's buildings 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 the Township premises. A "support person" means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services. In certain cases, Augusta might require a person with disability to be accompanied by a support person for health and safety reasons. Before making a decision, Augusta shall consult the person with disability to understand their needs, consider health and safety reasons based on available evidence, determine if there is no other reasonable way to protect the health and safety of the person or others on the premises. No admission will be charged to the support person for admission to the Township of Augusta Recreation Facilities. The Township of Augusta will recommend to groups that manage buildings and/or events under the auspices of the municipality to adopt a similar policy and not charge a support person who is accompanying a person with a disability ******************************************************************************* Customers will be informed of this policy by a notice that will be posted at each building and on the Township of Augusta's website. 5 Notice of Disruption in Service The Township of Augusta will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. Notice may be given by posting the information at a conspicuous place on premises owned or operated by the Township of Augusta, by posting it on the Township of Augusta's website or by such other method as is reasonable in the circumstances. 6 Training The Township of Augusta will provide training to: - Every person who participates in developing the policy, practices and procedures under Ontario Regulation 429/07 -- Accessibility Standards for Customer Service - Every person who deals with the public on behalf of the Township of Augusta, including 3 d parties, i.e. employees, agents and volunteers - Current employees, volunteers and others who deal with the public or other third parties on their behalf will receive training by January 1, 2010 - All those who are involved in the development and approvals of customer service policies, practices and procedures will receive training by January 1,2010 - Councillors of The Township of Augusta Council will receive this training by January 1, 2010. - New employees, volunteers, management, etc. shall receiving training as soon as "practicable", after commencing duties. - Agents working on various projects for the municipality and who have been approved by successful tender shall be responsible for providing their own training to meet the requirements of Ontario Regulation 429/07 Training will include the following: - The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the 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 7 - How to use the automatic door openers at the Township of Augusta's premises - What to do if a person with a disability is having difficulty in accessing the Township of Augusta's goods and services - The Township of Augusta's policies, practices and procedures relating to the customer service standard. Staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures. Training Records Training records shall be kept, including the dates when the training is provided, number of individuals to whom the training was provided and the signature of all those individuals trained on a particular date. Feedback Process The ultimate goal of the Township of Augusta is to meet and surpass customer expectations while serving all people, including those with disabilities. Comments regarding how well those expectations are being met are welcome and appreciated. Feedback regarding the way the Township of Augusta provides goods and services to people with disabilities can be made by using a feedback form, by mail, e-mail, or verbally and in alternate format, upon request. All feedback should be directed to the Clerk. Customers can expect a response within thirty (30) days. Feedback 8 Modifications to This or Other Policies The Township of Augusta is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of the Township of Augusta that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. Questions About This Policy This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about this policy, or if the purpose of this policy is not understood, inquiries should be referred to the Clerk for the Township of Augusta. 9 ACCESSIBLE CUSTOMER SERVICE FEEDBACK FORM Providing Goods and Services to People with Disabilities Thank you for visiting the Township of Augusta. We value all of our customers and strive to meet everyone's needs. Please tell us the date and time of your visit: ______________________________ Staff Member, Department or Service Location you visited: Did we respond to your customer service needs today? JYES LINO Was our customer service provided to you in an accessible manner? U YES U SOMEWHAT U NO (please explain below) Did you have any problems accessing our goods and services? U YES (please explain below)U SOMEWHAT (please explain below) U NO Please add any other comments you may have: Please continue on back if more space is required. Contact information: _____________________________ 3560 County Road 26, RR 2, Prescott ON KOE ITO Phone: 613-925-4231 Fax 613-925-3499 www.augusta.ca 10 Township of Augusta Service Disruption Notice There will be a scheduled service disruption at the The disruptions will be from until These disruptions include: On behalf of the Township of Augusta we would like to thank you for your patience in this matter. Should you have any further questions please contact: Township of Augusta Phone: 613-925-4231 Fax: 613-925-3499 www.augusta.ca 11 Township of Augusta Unexpected Service Disruption Notice There has been an unexpected service disruption(s) at the - The estimated time of the service disruption(s) are from _________ until These disruption(s) include: On behalf of the Township of Augusta would like to thank you for your patience in this matter. Should you have any further questions please contact: Township of Augusta Phone: 613-925-4231 Fax: 613-925-3499 wwwaugusta.ca