AODA Customer Service Accessibility Policy, Practices and Procedures
This policy is intended to meet the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.
The JDB Group is committed to applying the principles and guidelines of the AODA and strives to provide goods and services in a way that respects the dignity and independence of persons with disabilities. JDB Group will use reasonable efforts to ensure its policies, practices and procedures are consistent with the spirit and requirements of the Customer Service Standard.
It is the policy of The JDB Group that every employee and customer has a right to equitable treatment with respect to employment, services, goods, facilities and accommodation without discrimination in accordance with the provisions of the Ontario Human Rights Code.
The JDB Group strives to provide a barrier-free environment for its customers. Goods and services will be provided in a manner that is based up on the principles of dignity, independence, integration and equal opportunity to all of its customers. The provision of goods and services to customers with disabilities will be integrated wherever possible. We will endeavor to ensure that customers with disabilities receive the same high standard of service that we strive to provide to all customers.
The Policy applies to all staff who provide goods and/or services to customers within The JDB Group, or on its behalf.
All interactions between customers and employees of The JDB Group regarding the application of this policy will be considered confidential and will be disclosed only as required to provide appropriate customer service or as required by law.
Feedback regarding The JDB Group’s provision of goods and/or services to customers with disabilities can be made by: Website at www.jdbgroup.ca, toll free phone number at 1-855-532-4768, Customer Comment Card which is available at our office location, in writing to The JDB Group Accessibility Commitment, 30 Kelfield Street, Toronto, ON M9W 5A2, in person to Management or by another method. All feedback will be directed to JDB Management. Responses will be provided within thirty days of receipt.
Documentation To Be Made Available
This document will be made available to any member of the public upon request. You can view our Customer Accessibility Policy, Practices and Procedures at https://www.jdbgroup.ca / or call us toll free at 1-855-532-4768 to request a copy in a format that takes into account the person’s disability. The JDB Group and customers with disabilities may agree on the format to be used.
Practices and Procedures
The JDB Group is committed to using reasonable efforts in providing goods and services to all customers including customers with disabilities and will carry out our functions and responsibilities in the following areas:
The JDB Group strives to communicate with customers with disabilities in ways that take into consideration their disabilities and their preferred method of communication.
a) Customers with disabilities will be offered alternative communication formats that meet the needs of the customer as promptly as feasible;
b) Documents will be provided to customers in an alternative format that will meet the needs of the customers in a timely fashion, and
c) If telephone communication is not suitable for customer’s needs, alternative forms of communication will be offered as required.
Personal Assistive Devices
Customers with disabilities are permitted, where possible to use their own assistive devices when on The JDB Group’s premises for the purposes of obtaining, using or benefiting from our goods or services. Exceptions may occur in situations where The JDB Group has determined that the assistive device may pose a risk to the health and safety of another person with a disability of the health and safety of others on our premises.
If there is a physical, technological or other type of barrier that prevents the use of an assistive device on our premises, we will first endeavor to remove that barrier. If we are not able to remove the barrier, we will ask the customer how he/she can be accommodated and what alternative methods of service would be more accessible to him/her. We will make our best effort to provide an alternative means of accessibility to the customer.
It should be noted that it is the responsibility of the person with a disability to ensure that his or her assistive device is operated in a safe and controlled manner at all times.
The JDB Group will ensure that all staff receives training on various assistive devices that may be used by customers with a disability while accessing our goods and services.
Guide Dogs and Service Animals
Service animals accompanying a customer with a disability shall be permitted entry to The JDB Group facilities and meeting rooms, unless the service animal is otherwise excluded by law. If it is not readily apparent that the animal is a service animal, The JDB Group may ask the customer with a disability to provide proof that they require the animal for reasons relating to the customers disability. It is the responsibility of the customer using the service animal to ensure that the service animal is kept in control at all times. The JDB Group employees will receive training on how to interact with customers with disabilities who are accompanied by a service animal.
In the rare case where The JDB Group cannot permit a service animal access to a facility or meeting room, other accommodations may be provided to the customer such as: alternate meeting format, eg. teleconference where technology/permits; delivery of goods or service at an alternate time or location; other assistive measures available to deliver a good or service to ensure equality or outcome.
Definitions: A “guide dog” is a dog trained as a guide for a blind person and having the qualifications prescribed by the Regulations under the Blind Persons’ Rights Act. An animal is a “service animal” for a person with a disability if it is readily apparent that the animal is used by the person for reason relating to their disability or if the person provides a letter from a physician or a nurse confirming that the person requires the animal for reasons relating to the disability.
The JDB Group is committed to welcoming customers with disabilities who are accompanied by a support person. Any customer with a disability who is accompanied by a support person will be allowed to enter The JDB Group’s premises with his or her support person. At no time will a customer with a disability who is accompanied by a support person be prevented from having access to his or her support person while on The JDB Group’s premises.
Where appropriate, support persons may be required to acknowledge that it is the customer, and not the support person, to who The JDB Group is providing its goods and/or services.
(A “support person” is a person who accompanies a person with a disability to help with communication, mobility, personal care, medical needs or with access to goods and/or services.)
Notice of Temporary Disruption
In the event that a temporary service disruption occurs that would limit a customer with a disability from gaining access to The JDB Group’s facility, goods or services, The JDB Group will make the disruption known to customers in the following ways:
a) The JDB Group will post notice of the service disruption on premises in the area where the service disruption has occurred.
b) Notice may notify customers of the service disruption by means of recorded message, posting on The JDB Group’s website or other reasonable means in the circumstances.
For a sample of Notice of Temporary Disruption, see Appendix A.
Training for Employees
The JDB Group will provide training as required under the AODA to all The JDB Group employee’s staff to whom this policy applies as well as to those persons charged with developing this policy and related procedures and practices.
Training will include:
- A review of the purposes of the AODA and requirements of the Customer Service Standard;
- Instruction on how to interact and communicate with customers with various types of disabilities;
- Instruction on the use of available technology and assistive devices, and on interaction with service animals and support persons;
- Instruction on what to do if a person with disabilities is having difficulty accessing services;
- Instruction on the content and requirements of The JDB Group’s policies, practices and procedures relating to the Customer Service Standard.
Updated training will be provided as policies, practices and procedures change.
Records of training provided to staff, including the training protocol, the dates on which the training is provided and the number of individuals to whom the training is provided shall be maintained in accordance with the requirements of the AODA.
Appendix A: (actual wording of notifications may vary)
Sample Documents for Notifying the Public about Temporary Disruptions
Our accessible washroom is out of service due to a broken pipe. A repair person will be on the premises tomorrow to fix it. In the interim, for your convenience, there is a public accessible washroom located by the back entrance or at 123 Main Street, which is located next door to our premises. We apologize for any inconvenience. If you have questions or concerns, please speak with Management.
The JDB Group
AODA Customer Service Standard
Customer Service Accessibility
Policy Effective: January 1, 2013
Accessibility for Ontarians with Disabilities Act AODA
Customer Feedback Form
The Accessibility for Ontarians with Disabilities Act (AODA) ensures that all workplaces will implement Customer Service Standards to ensure that their goods and services are accessible to persons with disabilities.
The JDB Group is committed to giving people with disabilities the same opportunity to access our goods and services, allowing them to benefit from the same services in the same place and in a similar way as other clients.
We will make every effort to offer various methods of communication and agree upon an acceptable alternative to meet our customer/client needs.
We value your feedback regarding your participation in our programs, receipt of our services and our customer service to you. Please complete the following form and submit to reception, visit us in person or mail to the address below:
AODA – Feedback Form-The JDB Group
The JDB Group
Human Resources Department
30 Kelfield Street
Toronto, ON M9W 5A2