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PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES
1.0 OUR MISSION
D.L. Services Inc. (DLS) is committed to restoring the environment for future generations.
DLS Group is an environmental consultant and contractor providing our clients with the best remediation solutions for fuel oil spills, contaminated soils, water and air.
2.0 OUR COMMITMENT
This policy describes the measures that DLS Group has taken to identify, remove and prevent barriers for people with disabilities. We will strive to provide our goods and services in a manner that respects the dignity, independence, integration and equality of opportunity of persons with disabilities. This policy outlines the provision of goods and/or services to persons with disabilities, the use of assistive devices, service animals and support persons by persons with disabilities, notice of temporary disruption to our facilities and services, training, feedback process and notice of availability and format of documents. DLS Group is committed to the continual improvement of access to our facilities and services; 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.
Assistive Device: A device used by persons with a disability to facilitate access and/or independence in everyday tasks. Such devices include mobility equipment as well as portable communication devices, hearing aids, and more.
Disability: 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, and degree of paralysis, amputation, lack of physical coordination, 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 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 an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Service Animal: An animal is a service animal for a person with a disability,
(a) If it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
(b) 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: An individual hired or chosen to accompany a person with a disability to provide services or assistance with communication, mobility, personal care, medical needs or access to goods or services.
4.0 PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES
DLS is committed to providing our goods and services in a manner that respects the dignity, independence, integration and equality of opportunity of persons with disabilities, through taking the following measures:
4.1 COMMUNICATION AND CORRESPONDENCE
DLS will communicate with people with disabilities in a manner that takes into account their disability. We will train our staff on how to interact and communicate with persons with various types of disabilities. For example, if notified in advance, reports can be modified and made available in large print format or per the “Clear Print Accessibilities Guideline” developed by the CNIB.
4.2 COMMUNICATION: TELEPHONE SERVICES
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in plain language while speaking clearly and slowly. We will offer to communicate with customers via TTY (teletypewriter), e-mail, text messaging, or in person if standard telephone communication is not suitable to their communication needs or is not available.
4.3 ASSISTIVE DEVICES
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods 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 our goods or services.
DLS is committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in accessible formats upon request (ie. hard copy, large print, or e-mail.) Any questions that a customer may have regarding the content of the invoice will be answered in whatever means necessary to accommodate the needs of the person with the disability.
5.0 USE OF SERVICE ANIMALS AND SUPPORT PERSONS
5.1 USE OF SERVICE ANIMALS
People 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 are welcome at DLS. We will ensure that all staff, volunteers and others dealing with the public are properly trained on how to interact with people with disabilities who are accompanied by a service animal.
5.2 USE OF SUPPORT PERSONS
All support persons are welcome at DLS. Any person with a disability who is accompanied by a support person will be allowed to enter DLS’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.
6.0 NOTICE OF TEMPORARY DISRUPTION
Where required by law, during a temporary disruption in services, DLS will make all reasonable efforts to provide customers with notice of the reason of the disruption and its anticipated duration. Notices will be posted at the entrance of the office/job site as soon as possible.
7.0 TRAINING FOR STAFF
DLS will provide training to all employees who are in contact 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. Individuals in the following positions will be trained:
- Chief Financial Officer
- Operations Manager
- Health & Safety Coordinator
- Project Manager
- Site Supervisors
- Accounting/Administrative Staff
- Warehouse Manager
- Client Communications Manager
DLS will make every effort to provide training to staff mentioned above on or before the completion of their probationary period with the company.
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 DLS’ goods and services
- Allowing our customers with disabilities to provide feedback on DLS’ goods and services
- DLS’ policies, practices and procedures relating to the customer service standard.
Applicable staff will be trained on policies, practices and procedures that affect the way our 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.
8.0 FEEDBACK PROCESS
The ultimate goal of DLS is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated. DLS will notify customers that documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customers’ disability.
Feedback regarding the way DLS provides goods and services to people with disabilities can be made by e-mail, text, verbally in person, by phone and TTY, or by fax. All feedback will be directed to the Health & Safety Coordinator. Customers can expect a response within 5 business days.
9.0 MODIFICATIONS TO THIS OR OTHER POLICIES
We are 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 DLS that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. This policy and its related procedures will be reviewed as required in the event of legislative changes.
10.0 QUESTIONS ABOUT THIS POLICY
This policy exists to achieve service excellence for customers with disabilities. If anyone has a question about the policy, if the purpose of a policy is not understood, or to provide feedback, please direct any enquiries to DLS Group, as follows:
120 County Road 64, PO Box 3014
Attention: Health & Safety Coordinator
For further information on Accessibility for Ontarians with disabilities, please visit the Ministry of Community & Social Services website at www.mcss.gov.on.ca