Telecom Computer is committed to excellence in serving all customers including people with disabilities. This Accessibility Standard for Customer Service consists of our Company policies regarding the provision of goods and services to people with disabilities.
1. ASSISTIVE DEVICES
1.1. 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.
2.1. We will communicate with people with disabilities in ways that take into account their disability.
3. SERVICE ANIMALS
3.1. 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.
4. SUPPORT PERSONS
4.1. A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for support persons. We will notify customers of this through a notice posted on our premises.
5. NOTICE OF TEMPORARY DISRUPTION
5.1. In the event of a planned or unexpected disruption to services or facilities for customers with disabilities (email, fax, and/or phone system) Telecom Computer will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed at front reception and on the website.
6. TRAINING FOR STAFF
6.1. Telecom Computer will provide training to employees, contractors and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained: Management, Reception, Technical, Engineering, Account Management, Administration and Accounting. This training will be provided to staff 90 days from date of hire. Training will include:
6.1.1. An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard's plan related to Telecom Computer's customer service standard.
6.1.2. How to interact and communicate with people with various types of disabilities.
6.1.3. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
6.1.4. How to use the TTY, wheelchair lifts, etc., available on-site or otherwise that may help with providing goods or services to people with disabilities.
6.1.5. What to do if a person with a disability is having difficulty in accessing Telecom Computer's office.
6.1.6. Staff will also be trained when changes are made to the plan.
7. FEEDBACK PROCESS
7.1. Customers who wish to provide feedback on the way Telecom Computer provides goods and services to people with disabilities can email Accessibility. Customers can expect to hear back within 5 business days. Complaints will be addressed according to our organization’s regular complaint management procedures.
8. MODIFICATION TO THIS AND/OR OTHER POLICIES
8.1. Any policy of Telecom Computer that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Last updated January 31, 2019