AODA Customer Service Policy

ROADWARRIOR Inc. is committed to providing a respectful, accessible, and inclusive environment and customer service to all clients, including persons with disabilities. Roadwarrior’s goal is to focus on identifying, removing and preventing barriers for persons with disabilities. This Policy complies with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), the standards and all other relevant legislation concerning accessibility.

Multi-year Accessibility Plan

Integrated Accessibility Standards Policy

ROADWARRIOR Inc. strives at all times to provide its goods and services in a way that respects the dignity and independence of persons with disabilities. We are committed to providing this group with equal opportunity to access and benefit from goods and/or services in a similar way as other customers.

Scope

 This policy applies to the provision of goods and services at premises owned and/or operated by ROADWARRIOR Inc. and/or its Franchisees as well as the many interactions with customers/clients and employees via telephone, email or face-to-face. This policy also applies to employees, contractors, consultants, volunteers or other third parties who deal with the public or whom act on behalf of ROADWARRIOR Inc.

 Definitions:

“Disability” means

  1. 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 wheelchair or other remedial appliance or device,
  2. a condition of mental impairment or a developmental disability,
  3. a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  4. a mental disorder,
  5. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Four Guiding Principles:

ROADWARRIOR will strive to ensure that its policies, practices and procedures are consistent with the following core principles as outlined in the AODA:

Dignity – ensure persons with disabilities are provided with services in a manner that will allow them to maintain self-respect and the respect of others.

Independence – ensure persons with disabilities have the right to work on their own, and are able to do things in their own way.

Integration – ensure persons with disabilities fully benefit from the same goods and services, in the same place and in the same or similar manner as others. This may require alternative formats and flexible approaches. It means complete and full participation.

Equal Opportunity – ensure persons with disabilities have the same chances, options, benefits and results as others.

Procedures and Responsibilities:

We are committed to using reasonable efforts in providing goods and services to all customers including persons with disabilities and will carry out our functions and responsibilities in the following areas:

Communication

We are committed to ensuring that all our employees are fully aware of how to interact and communicate with persons with disabilities. We will train our employees who communicate with customers and students on how to interact and communicate with people with various types of disabilities.

Assistive Devices

We are committed to serving persons with disabilities who may use their own assistive devices to obtain, to use, or to benefit from goods and/or services. We will ensure that all employees are aware of and familiar with various assistive devices that may be used while accessing our goods and/or services. In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of services. For example, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.

Service Animals

We are committed to welcoming 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. Please note that a “guide dog” is a dog trained by the regulations under the Blind Persons’ Rights Act. Also, a “service animal” is an animal for persons with disabilities. 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 required the animal for reasons relating to the disability then the individual may bring the service animal on office premises.

ROADWARRIOR will also ensure that our employees are trained on how to interact with customers with disabilities who are accompanied by a guide dog or service animal.

Support Persons

We are 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 ROADWARRIOR’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.

Fees will not be charged for support persons for admission to ROADWARRIOR’s premises. We will notify customers of this through a notice posted on our premises and company website.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services, facilities or services usually used by people with disabilities, ROADWARRIOR will notify customers promptly. This 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:

  • 241 Bradwick Drive, Concord ON
  • 140 Cidermill Ave, Concord ON
  • 504 Millway Ave, Concord ON

In the event that an unexpected disruption occurs, notice will be given as soon as possible.

Training

ROADWARRIOR will provide training to employees, volunteers and others who deal with the public or other organizations on behalf of the Company and all those who are involved in the development and approval of customer service policies, practices and procedures.

Training will be provided to all current employees upon this policy taking effect and new employees will be provided such training after successfully completing the probationary period. ROADWARRIOR will also provide revised training to all parties outlined above in the event of legislative changes or changes to policies or procedures and will maintain a record of training that includes dates the training was provided along with the information of the individuals who receive the training.

Training will include:

  • An overview 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;
  • How to provide goods or services to people with disabilities; and
  • What to do if a person with a disability is having difficulty in accessing ROADWARRIOR’s goods and services.
  • Review of policies and procedures pertaining to providing accessible customer service to persons with disabilities.

Feedback Process:

 The goal of ROADWARRIOR is to meet and surpass customer expectations while serving persons with disabilities. Comments and feedback about the delivery of services to persons with disabilities is welcomed, as it may help identify areas that require change and assist in continuous improvement.

Customers who wish to provide feedback on the way ROADWARRIOR provides goods and services to persons with disabilities can call or e-mail Human Resources (905-660-6450 x 238 or CMilne@dcl-inc.com). All feedback will be addressed within 30 days. Some feedback may require more effort to address and may need to be reviewed in detail. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to This or Other Policies:

 Any policy of ROADWARRIOR that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities in accessing our good and services will be modified or removed.

Questions About This Policy:

This policy exists to achieve service excellence to persons with disabilities. For questions about this policy kindly contact Human Resources (905-660-6450 x 238 or CMilne@dcl-inc.com) at ROADWARRIOR Inc.

Availability of AODA Policy:

In accordance with the AODA, all documents required by the Accessibility Standard for Customer Service, including ROADWARRIOR’s Accessibility Policy, notices of temporary disruption, training records and written feedback process are available upon request subject to the Freedom of Information and Protection of Privacy Act (“FIPPA”). When providing these documents to a person with a disability, ROADWARRIOR Inc.will endeavor to provide the document, or the information contained in the document, in a format that takes the person’s disability into account.

 

 

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