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ACCESSIBLE CUSTOMER SERVICE
Policies, Practices and Procedures
Township of Carlow/Mayo
December 2014
The Township of Carlow/Mayo wishes to take this opportunity to thank the
Ministry of Consumer and Social Services and the County of Hastings for
the use of materials to assist in the completion of this project.
ACCESSIBILITY FOR ONTARIANS
WITH DISABILITIES ACT, 2005
Ontario Regulation 429/07
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 2
THE CORPORATON OF THE TOWNSHIP OF CARLOW/MAYO
TABLE OF CONTENTS
SUMMARY OF STANDARD REQUIREMENTS.......................................................3
ACCESSIBLE CUSTOMER SERVICE POLICY...................................................... 4
OUR COMMITMENT................................................................................ 4
COMMUNICATION.................................................................................. 4
ASSISTIVE DEVICES.............................................................................. 4
CORRESPONDENCE, INVOICES, OTHER DOCUMENTATION, ADMISSION
FEES - ADVANCE NOTICE .................................................................... 5
USE OF SERVICE ANIMALS AND SUPPORT PERSONS.............................. 5
NOTICE OF DISRUPTION OF SERVICE..................................................... 6
TRAINING............................................................................................. 6
TRAINING RECORDS............................................................................. 6
FEEDBACK PROCESS........................................................................... 6-7
PROVISION OF DOCUMENTATION.......................................................... 7
MODIFICATIONS TO POLICY.................................................................. 7
QUESTIONS ABOUT THIS POLICY........................................................... 7
PURPOSE OF THE ACCESSIBILITY FOR ONTARIANS WITH DISABILITY ACT 2005
AND REQUIREMENTS OF THE CUSTOMER SERVICE STANDARD.........................8-11
DEFINTIONS AND EXCLUSION......................................................................... 12
BEST PRACTICES AND PROCEDURES............................................................. 13
COMMUNICATION.................................................................................14-16
SUPPORT PERSONS AND SERVICE ANIMALS....................................... 17
PHYSICAL DISABILITIES.........................................................................18
DEAF, DEAFENED AND HARD OF HEARING DISABILITIES..........................19
DEAF-BLINDNESS DISABILITIES............................................................. 20
VISION DISABILITIES............................................................................. 21
INTELLECTUAL DISABILITIES.................................................................. 22
SPEECH DISABILITIES........................................................................... 23
LEARNING DISABILITIES........................................................................ 24
MENTAL HEALTH DISABILITIES............................................................ 24
SMELL DISABILITIES.............................................................................. 25
TOUCH DISABILITIES............................................................................. 25
TASTE DISABILITIES.............................................................................. 25
OTHER DISABILITIES............................................................................. 25
FORMS
ADMISSION FEES FORM...................................................................................26
ACCESSIBLE CUSTOMER SERVICE FEEDBACK FORM....................................... 27
SCHEDULED SERVICE DISRUPTION NOTICE.................................................... 28
UNEXPECTED DISRUPTION IN SERVICE NOTICE.............................................. 29
TRAINING RECORD........................................................................................ 30
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 3
THE CORPORATION OF THE TOWNSHIP OF CARLOW/MAYO
Summary of Standard Requirements
The following is a summary of requirements for the Accessibility Standards for Customer Service Policy:
1.
Establish policies, practices and procedures on providing goods and services to people with
disabilities.
2.
Use reasonable efforts to ensure that policies, practices and procedures are consistent with the
core principles of independence, dignity, integration and equality of opportunity.
3.
Set a policy on allowing people to use their own personal assistive devices to access our goods
and use our services and about any other measures offered to enable people with disabilities to
access our goods and use our services.
4.
Communicate with a person with a disability in a manner that takes into account his or her
disability.
5.
Allow people with disabilities to be accompanied by their guide dog or service animal in those
areas of the premises that are open to the public, unless the animal is excluded by another law. If
a service animal is excluded by law, use other measures to provide services to the person with a
disability.
6.
Permit people with disabilities who use a support person to bring that person with them while
accessing goods or services in premises open to the public.
7.
Where admission fees are charged, provide notice ahead of time on what admission, if any,
would be charged for a support person or a person with a disability.
8.
Provide notice when facilities or services that people with disabilities rely on to access or use
goods or services are temporarily disrupted.
9.
Train staff, volunteers, agents and any other people who interact with the public or other third
parties, as outlined in the Customer Service Standard
10.
Train staff, volunteers, agents and any other people who are involved in developing our policies,
practices and procedures on the provision of goods or services, as outlined in the Customer
Service Standard.
11.
Establish a process for people to provide feedback on how we provide goods or services to
people with disabilities and how we respond to any feedback and take action on any complaints.
Make the information about the feedback process readily available to the public.
12.
Document in writing all our policies, practices and procedures for providing accessible customer
service and meet other document requirements set out in the Customer Service Standard.
13.
Notify customers that documents required under the Customer Service Standard are available
upon request.
14.
Upon request, provide the documented information to a person with a disability in a format that
takes into account their disability.
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 4
ACCESSIBLE CUSTOMER SERVICE POLICY
Providing Goods and Services
to People with Disabilities
Our Commitment
The Township of Carlow/Mayo 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
Carlow/Mayo 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 Carlow/Mayo will provide goods and services to people with
disabilities, with particular consideration of the following areas:
Communication
The Township of Carlow/Mayo will communicate with people with disabilities in ways
that take into account their disability. Staff who communicate with customers will be
trained on how to interact and communicate with people with various types of
disabilities.
The Township of Carlow/Mayo 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 Carlow/Mayo 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 Carlow/Mayo 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 familiar with various assistive devices that may be used by customers with
disabilities while accessing our goods or services.
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 5
Correspondence, Invoices and other Documentation
The Township of Carlow/Mayo is committed to providing accessible invoices 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 Carlow/Mayo may provide a document, or information contained in a
document, in a format that takes into account the person's disability. The Township 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 the invoice will be answered in
person, by telephone or e-mail.
Use of Service Animals and Support Persons
Service Animals
The Township of Carlow/Mayo 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 a letter from a physician or nurse confirming that the
person requires the animal for reasons relating to the disability.
Support Person
The Township of Carlow/Mayo 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 Carlow/Mayo 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 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.
Admission Fees - Advance Notice
In the event that admission fees are charged, advance notice concerning what
admission, if any, would be charged to a support person shall be posted in a
conspicuous place.
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 6
Notice of Disruption of Service
The Township of Carlow/Mayo 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.
The notice will be placed at all public entrances and service counters on our premises,
or by such other method as is reasonable in the circumstances.
Training
The Township of Carlow/Mayo will provide training to employees, municipal council,
volunteers and others who deal with the public or other third parties on their behalf, and
all those who are involved in the development and approvals of customer service
policies, practices and procedures.
The accessible customer service training will be provided to new employees,
volunteers, management, etc. as soon as practicable after commencing duties.
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
-
What to do if a person with a disability is having difficulty in accessing the
municipality's goods and services
-
The Township of Carlow/Mayo 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 Carlow/Mayo 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.
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 7
Feedback regarding the way the Township of Carlow/Mayo provides goods and
services to people with disabilities can be made by using a feedback form, by mail,
email, or verbally. All feedback should be directed to the Clerk-Administrator.
Customers can expect acknowledgement within two business days from the date of
receipt. Response time to the feedback will depend on the issue but will not exceed 15
business days unless there are extenuating circumstances involved.
Provision of Documentation
The Township of Carlow/Mayo shall upon request give a copy of the policies, practices
and procedures required under the Ontario Regulation 429/07 - Accessibility Standards
for Customer Service to any person.
Notice of the availability of the documentation will be posted on the Township of
Carlow/Mayo website www.carlowmayo.ca
Modifications to This or Other Policies
The Township of Carlow/Mayo 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 Carlow/Mayo 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 the policy, or if the purpose of a policy is not understood, inquiries
should be referred to the Clerk.
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 8
PURPOSE OF THE ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT,
2005 AND REQUIREMENTS OF THE CUSTOMER SERVICE STANDARD
1.
Why does Ontario need accessibility standards?
Several laws in Ontario address accessibility and some requirements have existed
since the 1980's. Since then, progress on accessibility has been made in some areas
and by some organizations.
Despite this, accessibility remains limited. People with disabilities still do not have the
equal access to services, employment, transportation, information or buildings that
others in Ontario enjoy. They cannot count on accessibility being available. The
Accessibility for Ontarians with Disabilities Act, 2005 was passed with the goal of
creating standards to improve accessibility across the province.
2.
What is the Accessibility for Ontarians Act, 2005 (AODA)?
AODA Section 1. Recognizing the history of discrimination against persons with
disabilities in Ontario, the purpose of this Act is to benefit all Ontarians by,
(a) developing , implementing and enforcing accessibility standards in order to
achieve accessibility for Ontarians with disabilities with respect to good,
services, facilities, accommodation, employment, buildings, structures and
premises on or before January 1, 2025, and
(b) providing for the involvement of persons with disabilities, of the
Government of Ontario and of representatives of industries and various
sectors of the economy in the development of the accessibility standards.
The Accessibility for Ontarians with Disabilities Act, 2005 (AODA), is a law passed by
the Ontario legislature that allows the government to develop specific standards of
accessibility and to enforce them. The standards are made into laws called regulations,
and they provide the details to help meet the goal of the AODA. The AODA is the
foundation on which the standards are built.
The purpose of the accessibility standards is to move organizations in Ontario forward
on accessibility. The standards will set requirements in a number of key areas and will
be reviewed at least every five years. New requirements may be added. Ontario will
move step by step towards accessibility that is widespread and commonplace,
accessibility that people can count on, on a daily basis. In this way Ontario will benefit
from the contributions, involvement and spending power of people with disabilities.
Further, increasing accessibility will help prepare Ontario for the future. As the
population ages, the numbers of people with disabilities will increase. Visitors and
tourists, along with their friends and family will need to travel, shop, use programs,
services, and information and to access buildings, parks, and other places in a way that
is accessible to them.
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 9
3.
What other accessibility standards are expected?
The customer service standard is the first standard developed under the AODA. Other
proposed standards are being developed in the areas of transportation, information and
communications, employment and the built environment. Like the customer service
standard, the other proposed standards are being developed by standards development
committees. The committees are made up of the business community, the broader
public sector and the Ontario government.
4.
How does AODA relate to the customer service standard?
In addition to being the foundation for the customer service standard, the AODA has
some specific requirements and rules that must be considered when reading the
standard. The key areas of the AODA that should be considered are outlined below:
(i)
Who is a person with a disability?
The definition of a disability under the AODA is the same as the definition of disability in
the Ontario Human Rights Code. This is the definition of a disability that applies to the
customer service standard.
AODA Section 2. In this Act, "disability" means,
(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 wheel
chair or other remedial device,
(b) a condition of mental impairment or a development 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.
The definition includes disabilities of different severity, visible as well as non-visible
disabilities, and disabilities the effects which may come and go.
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 10
Example: A person with arthritis has a disability that over time may increase in
severity.
Example: A person with a brain injury has a disability that is not visible
Example: A person with multiple sclerosis has a disability that causes her to
experience periods when the condition does not have an effect on her daily
routine and other periods when it does.
It is important to understand that information about a disability is personal and private
and must be treated confidentially. In most cases it will not be necessary to ask for proof
of a disability. Through implementing the customer service standard, accessibility will
simply become part of everyday service delivery. Some providers such as schools,
colleges and universities may require proof of disability because of the type of services
that they provide. In such cases, these providers may be subject to privacy-related laws
with respect to that information.
(ii)
The customer service standard and other laws
AODA Section 3: Nothing in this Act or in the regulations diminishes in any way
the legal obligations of the Government of Ontario or of any person or
organization with respect to persons with disabilities that are imposed under other
Act or otherwise imposed by law.
AODA Section 38: If a provision of this Act, of an accessibility standard or of any
other regulation conflicts with a provision of any other Act or regulation, the
provision that provides the highest level of accessibility for persons with
disabilities
with
respect
to
goods,
services,
facilities,
employment,
accommodation, buildings, structures or premises shall prevail.
There are other laws related to accessibility that may apply to organizations covered by
the customer service standard, such as the Ontario Building Code Act, 1992 and the
Ontario Human Rights Code. The AODA and the customer service standard do not
replace or change what you must do under these and any other laws. For example, a
provider must still comply with the Ontario Human Rights Code, which prohibits
discrimination on the basis of disability in goods, services or facilities, accommodations,
contracts, employment, and vocational organizations. The AODA and the customer
service standards have not changed the rules that exist under the Ontario Human
Rights Code.
Where the standard sets different rules than other laws, a provider may have to comply
with both. For example, a provider must comply with the rules of the Ontario Human
Rights Code, in addition to new rules under the AODA and the standard such as to
provide a process for receiving feedback about how it improves service to people with
disabilities
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 11
(iii)
What if the standard conflicts with other laws?
If two laws conflict with one another, Section 38 of the AODA states that the law that
provides the higher level of accessibility is the law that must be followed.
(iv)
How will this standard be enforced?
The AODA allows for enforcement of the customer service standards through
inspections, compliance orders and administrative penalties. Details of enforcement will
be set out in a new regulation that is planned for 2008.
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 12
1.0 DEFINITIONS
"Accessibility Coordinator" shall mean the person appointed by Council as
Accessibility Coordinator for the Township of Carlow/Mayo.
"Assistive devices" shall mean an auxiliary aid such as communication aids,
cognition aids, personal mobility aids and medical aids (i.e. canes, crutches,
wheelchairs, or hearing aids).
"Disabilities" shall mean the same as definition of disability found in the
Ontario Human Rights Code.
"Employees" shall mean every person who deals with members of the public or
other third parties on behalf of the Township of Carlow/Mayo, whether the
person does so as an employee, agent, volunteer or otherwise.
"Persons with Disabilities" shall mean those individuals that are afflicted with a
disability as defined under the Ontario Human Rights Code.
"Service Animals" shall mean any animal individually trained to do work or
perform tasks for the benefit of a person with a disability.
"Support persons" shall mean any person whether a paid professional,
volunteer, family member, friend to who accompanies a person with a disability
in order to help with communications, personal care or medical needs or with
access to goods or services.
2.0 EXCLUSIONS
This Accessibility Customer Service Standards Policy shall not apply during
any period where Council has declared a "State of Emergency" as defined under
the Emergency Management Act.
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 13
ACCESSIBLE CUSTOMER SERVICE
BEST PRACTICES AND PROCEDURES
Accessible Customer Service follows four basis principles:
o Dignity
o Independence
o Integration
o Equal Opportunity
What can I do to help people with disabilities access our services?
o Ask how you can help
o Offer a variety of methods of communication
o Understand the nature and scope of the service you offer
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 14
COMMUNICATION
Talk About Disabilities - Choose the Right Word
Words can influence and reinforce the public's perception of people with disabilities.
They can create either a positive view of people with disabilities or an indifference,
negative depiction.
The following general tips that can help make your communication and interactions with
or about people with all types of disabilities more successful:
o Use disability or disabled, not handicap or handicapped.
o Never use terms such as retarded, dumb, psycho, moron or crippled. These
words are very demeaning and disrespectful to people disabilities.
o Remember to put people first. It is proper to say person with a disability, rather
than disabled person.
o If you don't know someone or if you are not familiar with the disability, it is better
to wait until the individual describes his/her situation to you, rather than to make
your own assumptions. Many types of disabilities have similar characteristics and
your assumptions may be wrong.
The following preferred words and phrases will help you choose language that is neither
demeaning nor hurtful. People with disabilities prefer these terms.
Instead of
Please Use
Afflicted by cerebral palsy,
multiple sclerosis, arthritis, etc
Person who has cerebral palsy
Person who has multiple sclerosis
Person who has arthritis, etc.
Person with a disability
Aged (the)
Seniors
Autistic
A person with autism
A person who has autism
Birth defect, congenital defect,
deformity
A person who has a congenital disability
A person with a disability since birth
Blind (the), visually impaired (the)
A person who is blind
A person with a vision disability
A person with vision loss
A person with a visual impairment
A person with low vision
Brain damaged
A person with a brain injury
A person with a head injury
Confined to a wheelchair,
A person who uses a wheelchair
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 15
wheelchair bound
Crazy, insane, lunatic, psycho,
mental, mental patient, maniac,
neurotic, psychotic, unsound
mind, schizophrenic
A person with a mental health disability
A person who has depression
A person with schizophrenia
Cripple, crippled, lame
A person with a disability
A person with a mobility impairment or, more
specifically, a person who walks with crutches
A person who uses a mobility aid
A person with arthritis, etc.
Deaf (the), hearing impaired (the)
A person who is deaf (person with profound
hearing loss who communicates using sign
language)
A person who is deafened (deaf later in life)
A person who is hard of hearing (person with
hearing loss who communicates primarily by
speech)
A person with a hearing loss
When referring to the deaf community and their
culture (whose preferred mode of communication is
sign language) it is acceptable to use "the deaf"
Deaf and dumb, deaf mute
A person who is deaf without speech
Differently Abled
A person with a disability
Disabled (the)
People with disabilities
Elderly (the)
Seniors, older adults
Epileptic
Person who has epilepsy
Fits, spells, attacks
Seizures
Handicapped (the)
Person with a disability
The term handicapped may be used when referring
to an environmental or attitudinal barrier as in "a
person who is handicapped by a set of stairs
leading to the entrance"
Hidden disability
Non-visible disability
Invalid
Person with a disability
Learning disabled, learning
disordered, the dyslexics
A person with a learning disability or people with
learning disabilities
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 16
Mentally retarded, idiot, simple,
retarded, feeble minded, imbecile
A person with an intellectual disability
A person with a developmental disability
Midget, Dwarf
A person of short stature
A person who has a form of dwarfism
A little person
A person diagnosed with "Achondroplasia, SED, or
whatever their specific diagnosis is" a form of
dwarfism
Mongoloid, Mongolism
A person with Down Syndrome - One can use this
terminology only when it is directly relevant
A person with an intellectual or developmental
disability
Normal
Person who is not disabled
Person who is able bodied
Specifically, a person who is sighted, a hearing
person, a person who is ambulatory
Patient
Person with a disability. The word patient may be
used when referring to a relationship between and
medical professional and a client.
Physically challenged
Person with a physical disability
Spastic
Person who has muscle spasms
Stutterer
A person with a speech impairment or impediment
Victim of/suffers from/stricken with
cerebral palsy, multiple sclerosis,
arthritis, etc.
Person who has cerebral palsy
Person who has multiple sclerosis, etc.
Person with a disability
Visually impaired (the)
A person with a visual impairment
A person with low vision
A person with vision loss
A person with a vision disability
For additional information visit the Ministry of Community and Social Services website
at http://www.mcss.gov.on.ca/mcss
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 17
SUPPORT PERSONS AND SERVICE ANIMALS
Support people assist people with disabilities in a variety of ways, by assisting with
communication such as an intervener sign language interpreter, or as a Personal
Support Worker providing physical assistance. A support person may also be a
volunteer, friend or relative who will assist and support the customer.
Service animals and support persons offer independence and security to people with
disabilities. Examples of service animals include dogs used by people who are blind,
hearing alert animals for people who are deaf, deafened or hard of hearing, and animals
trained to alert an individual to an oncoming seizure and lead them to safety.
Some laws generally prohibit animals in certain areas - such as food preparation areas;
however, service animals are permitted in most public situations.
Best Practices and Procedures for Customer Service:
o Employees shall use reasonable efforts to allow persons with disabilities to use
their own assistive devices to access goods and/or services.
o Employees shall allow persons with disabilities to be accompanied by their guide
dog or service animal unless the animal is excluded by law. Where an animal is
excluded by law from the premises, the reason why the animal is excluded shall
be explained to the person with a disability. Other reasonable arrangements to
provide goods and services shall be explored with the assistance of the person
with a disability.
o When a service animal is unruly or disruptive (jumping on people, biting, or other
harmful behaviour) an employee may ask the person with a disability to remove
the animal from the area or refuse access to goods or services. Other reasonable
arrangements to provide goods and services shall be explored with the
assistance of the person with a disability.
o Persons with disabilities may be accompanied by their support person while
accessing goods and/or services goods and/or services. Support persons are
non-participants allowed free admission to the goods and/or services being
accessed by the person with a disability they are accompanying. If an amount is
payable by a support person for admission to the premises or in connection with
a person's presence at the premises, notice shall be given in advance about the
amount, if any, payable in respect of the support person.
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 18
PHYSICAL DISABILITIES
Physical disabilities include a range of functional limitations from minor difficulties in
moving or coordinating one part of the body, through muscle weakness, tremors, and
paralysis. Physical disabilities can be congenital such as Muscular Dystrophy; or
acquired, such as tendonitis. A physical disability may affect an individual's ability to:
o Perform manual tasks such as holding a pen, turning a key or grip a door knob
o Move around independently
o Control the speed or coordination of movements
o Reach, pull or manipulate objects
o Have strength or endurance
Best Practices and Procedures for Customer Service:
There are many types and degrees and physical disabilities and not all require a
wheelchair. It may be difficult to identify a person with a physical disability.
Tips for serving customers who have physical disabilities:
o Speak normally and directly to your customer. Don't speak to someone who is
with them.
o People with physical disabilities often have their own way of doing things. Ask
before you help.
o Wheelchairs and other mobility devices are part of a person's personal space,
don't touch, move or lean on them.
o Provide your customer information about accessible features of the immediate
environment (automatic doors, accessible washrooms, etc.).
o Keep ramps and corridors free of clutter.
o If a counter top is too high or wide, step around it to provide service.
o Provide seating for those that cannot stand in line.
o Be Patient. Customers will identify their needs to you.
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 19
DEAF, DEAFENED AND HARD OF HEARING
Hearing loss can cause problems in distinguishing certain frequencies, sounds or
works. A person who is deaf, deafened or hard of hearing may be unable to:
o Use a public telephone
o Understand speech in noisy environments
o Pronounce works clearly enough to be understood by strangers
Best Practices and Procedures for Customer Service:
Like other disabilities, hearing loss has a wide variety of degrees. Remember,
customers who are deaf or hard of hearing may require assistive devices when
communicating.
Tips for serving customers who have hearing disabilities:
o Attract the customer's attention before speaking. The best way is a gentle touch
on the shoulder or gently waving your hand.
o Always ask how you can help. Don't shout. Speak clearly.
o Be clear and precise when giving directions, and repeat or rephrase if
necessary. Make sure you have been understood.
o Face the person and keep your hands and other objects away from your face
and mouth.
o Deaf people may use a sign language interpreter to communicate - always
direct your attention to the Deaf person - not the interpreter.
o Any personal (e.g. financial) matters should be discussed in a private room to
avoid other people overhearing.
o If the person uses a hearing aid, try to speak in an area with few competing
sounds.
o If necessary, write notes back and forth to share information.
o Don't touch service animals - they are working and have to pay attention at all
times.
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DEAF-BLINDNESS DISABILITIES
Deaf-Blindness disabilities are a combination of hearing and vision loss. The result for a
person who is deaf-blind is significant difficulty accessing information and performing
daily activities. Deaf-blindness interferes with communication, learning, orientation and
mobility. People who are deaf-blind communicate using various sign language systems,
Braille, telephone devices, communication boards and any combination thereof. Many
people who are deaf-blind use the services of an intervener who relays information and
facilitates auditory and visual information and acts as a sighted guide.
Best Practices and Procedures for Customer Service:
Most people who are deaf-blind will be accompanied by an intervener, a professional
who helps with communicating.
Interveners are trained in special sign language that involves touching the hands of the
client in a two-hand, manual alphabet or finger spelling, and may guide and interpret for
their client.
Tips for serving customers who are deaf-blind:
o Do not assume what a person can or cannot do. Some people who are deaf-blind
have some sight or hearing, while others have neither.
o A customer who is deaf-blind is likely to explain to you how to communicate with
them or give you an assistance card or note explaining how to communicate with
them.
o Do not touch or address the service animals - they are working and have to pay
attention at all times.
o Never touch a person who is deaf-blind suddenly or without permission unless it
is an emergency.
o Understand that communication can take some time - be patient.
o Direct your attention to your customer, not the intervener.
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VISION DISABILITIES
Vision disabilities reduce one's ability to see clearly, Very few people are totally blind.
Many have limited vision such as tunnel vision, where a person has a loss of peripheral
or side vision, or a lack of central vision, which means they cannot see straight ahead.
Some can see the outline of objects while others can see the direction of light. Vision
loss can result in:
o Difficulty reading or seeing faces.
o Difficulty maneuvering in unfamiliar places.
o Inability to differentiate colours or distances.
o A narrow field of vision.
o The need for bright light, or contrast.
o Night blindness.
Best Practices and Procedures for Customer Service:
Vision disabilities may restrict your customers' abilities to read signs, locate landmarks
or see hazards. In some cases, it may be difficult to tell if a person has a vision
disability. Others may use a service animal or white cane.
Tips for serving customers who have vision disabilities:
o Verbally identify yourself before making physical contact.
o If the person uses a service animal - do not touch or approach the animal - it is
working.
o Verbally describe the setting, form, location as necessary.
o Offer your arm to guide the person. Do not grab or pull.
o Never touch your customer without asking permission, unless it is an emergency.
o Don't leave your customer in the middle of a room. Show them to a chair, or
guide them to a comfortable location.
o Don't walk away without saying good-bye.
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INTELLECTUAL DISABILITIES
Intellectual disabilities affect a person's ability to think and reason. It may be caused by
genetic factors such as Downs Syndrome, exposure to environmental toxins, such as
Fetal Alcohol Syndrome, brain trauma or psychiatric disorders. A person with an
intellectual disorder may have difficulty with:
o Understanding spoken and written information
o Conceptual information
o Perception of sensory information
o Memory
Best Practices and Procedures for Customer Service:
People with intellectual or developmental disabilities may have difficulty doing many
things most of us take for granted. These disabilities can mildly or profoundly limit one's
ability to learn. You may not be able to know that someone has this disability unless you
are told, or you notice the way people act, ask questions or use body language.
As much as possible, treat your customers with an intellectual or developmental
disability like anyone else. They may understand more than you think, and they will
appreciate you treating them with respect.
Tips for serving customers who have an intellectual or development disability:
o Don't assume what a person can or cannot do
o Use clean, simple language
o Be prepared to explain and provide examples regarding information
o Remember that the person is an adult and unless you are informed otherwise
can make their own decisions
o Be patient and verify your understanding
o If you can't understand what is being said, don't pretend. Just ask again.
o Provide on piece of information at a time
o Speak directly to your customer, not to their companion or attendant
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SPEECH DISABILITIES
Speech disabilities involve the partial or total loss of the ability to speak. Typical
disabilities include problems with:
o Pronunciation
o Pitch and loudness
o Hoarseness or breathiness
o Stuttering or slurring
Best Practices and Procedures for Customer Service:
Some people have problems communicating. It could be the result of cerebral palsy,
hearing loss, or another condition that makes it difficult to pronounce works, causes
slurring and stuttering, or not being able to express oneself or understand written or
spoken language. Some people who have severe difficulties may use communication
boards or other assistive devices.
Tips for serving customers with speech or language impairments:
o If possible, communicate in a quiet environment
o Give the person your full attention. Don't interrupt until they finish their sentence.
o Ask them to repeat as necessary, or to write their message.
o If you are able, ask questions that can be answered "yes" or "no"
o Verify your understanding
o Patience, respect and willingness to find a way to communicate are the best
tools.
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LEARNING DISABILITIES
Learning disabilities include a range of disorders that effect verbal and non-verbal
information acquisition, retention, understanding and processing. People with a learning
disability have average or above average intelligence, but take in and process
information and express knowledge in different ways. Learning disabilities can result in:
o Difficulties in reading
o Problem solving
o Time management
o Way finding
o Processing information
Best Practices and Procedures for Customer Service:
o Learning disabilities are generally invisible and ability to function varies greatly -
respond to any requests for verbal information, assistance in filling in forms and
so on with courtesy
o Allow extra time to complete tasks if necessary
MENTAL HEALTH DISABILITIES
Mental health disabilities include a range of disorders; however, there are three types of
mental health disability:
o Anxiety
o Mood
o Behavioural
People with mental health disabilities may seem edgy or irritated; act aggressively; be
perceived as pushy or abrupt; be unable to make decision; start laughing or get angry
for no apparent reason.
Best Practices and Procedures for Customer Service:
o Treat each person as an individual. Ask what would make him/her the most
comfortable and respect his/her needs to the maximum extent possible.
o Try to reduce stress and anxiety in situations.
o Stay calm and courteous, even if the customer exhibits unusual behaviour, focus
on the service they need and how you can help.
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SMELL DISABILITIES
Smell disabilities can involve the inability to sense smells or a hypersensitivity to odours
or smells. A person with a smelling disability may have allergies to certain odours,
scents or chemicals or may be unable to identify dangerous gases, smoke, fumes and
spoiled foods.
TOUCH DISABIILITIES
Touch disabilities can affect a person's ability to sense texture, temperature, vibration to
pressure. Touch sensations may be reduced or heightened resulting in a
hypersensitivity to touch, temperature, or the opposite, numbness and the inability to
feel touch sensations.
TASTE DISABILITIES
Taste disabilities can limit the experience of the four primary taste sensations; sweet,
bitter, salty and sour. A person with a taste disability may be unable to identify spoiled
food or noxious substances.
OTHER DISABILITIES
Other disabilities result from a range of other conditions, accidents, illnesses and
diseases including ALS, asthma, diabetes, cancer, HIV/AIDS, environmental
sensitivities, seizure disorders, heart disease, stroke and joint replacement.
Disabilities are not always visible or easy to distinguish.
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
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ADMISSION FEES
Admission fee shall be charged to a "support person" accompanying
persons with disabilities. The cost will be $ 0.00.
Definitions:
"Persons with Disabilities" shall mean those individuals that are afflicted
with a disability as defined under the Ontario Human Rights Code.
"Support persons" shall mean any person whether a paid professional,
volunteer, family member, friend to who accompanies a person with a
disability in order to help with communications, personal care or medical
needs or with access to goods or services.
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 27
ACCESSIBLE CUSTOMER SERVICE FEEDBACK FORM
Providing Goods and Services
To People with Disabilities
Thank you for visiting the Township of Carlow/Mayo. 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? Yes ____ No ____
Was our customer service provided to you in an accessible manner?
Yes ____
Somewhat ____
No ____ (Please explain below)
Did you have any problems accessing our goods and services?
Yes ____ (Please explain below)
Somewhat ____ (Please explain below)
No ____
Please add any other comments you may have:
Contact information (optional):
3987 Boulter Road, Boulter, Ontario, K0L 1G0
Phone: 613-332-1760; Fax: 613-332-2175; email: [email protected]
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 28
NOTICE
SCHEDULED
SERVICE DISRUPTION
There will be a scheduled service disruption. The disruption will
be from
to
on ___________________________.
The disruption in service includes:
The following alternative services are available:
On behalf of the Township of Carlow/Mayo, we thank you for your
patience in this matter.
For questions or additional information contact:
Municipal Office: Telephone: 613-332-1760 Fax: 613-332-2175
Email: [email protected]
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 29
NOTICE
UNEXPECTED
SERVICE DISRUPTION
There is currently an unexpected service disruption.
The estimated time of the service disruption will be from
to
on _________________________________________.
The disruption in service includes:
The following alternative services are available:
On behalf of the Township of Carlow/Mayo, we thank you for your
patience in this matter.
For questions or additional information contact:
Municipal Office: Telephone: 613-332-1760 Fax: 613-332-2175
Email: [email protected]
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
PAGE 30
ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
TRAINING RECORD
Date:
Location:
Type of Training:
Trainer:
Name
Signature