ACCESSIBILITY CUSTOMER SERVICE POLICY

For Renaissance Printing Inc. (the “Company”)

Purpose and Application

This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

a) This policy applies to the provision of goods and services at premises operated by Renaissance Printing Inc.
b) This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on Renaissance Printing’s behalf, including when the provision of goods and services occurs off premises.
c) The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises operated by Renaissance Printing Inc.
d) This policy shall also apply to all persons who participate in the development of the Company’s policies, practices and procedures governing the provision of goods and services to members of the public or third parties.

Definition of Disability

Disability – The term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

  • 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;
  • A condition of mental impairment or a developmental disability;
  • A learning disability, or 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.

General Principles

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:

A. The Provision of Goods and Services to Persons with Disabilities;
B. The Use of Assistive Devices
C. The Use of Guide Dogs, Service Animals and Service Dogs
D. The Use of Support Persons
E. Notice of Disruptions in Services
F. Customer Feedback
G. Training
H. Notice of Availability and Format of Required Documents

 

 A.  The Provision of Goods and Services to Persons with Disabilities

Renaissance Printing shall use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles.

Dignity – Service is provided in a way that allows the person with a disability to maintain self-respect and the respect of other people.  People with disabilities are not treated as an afterthought or forced to accept lesser service, quality or convenience.

Independence – Allowing a person with a disability to do things on their own at their own pace without unnecessary help, or interference from others as long as this does not present a safety risk.

Integration – Service is provided in a way that allows the person with a disability to benefit from the same services, in that same place, and in the same or similar way as other customers, unless an alternate measure is necessary to enable the person to access goods or services.

Equal opportunity – Giving people with disabilities an opportunity equal to that given to others to access your goods or services.


B. The Use of Assistive Devices

Assistive Device – Is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Customer’s own assistive device(s):

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Renaissance Printing.

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 goods and services. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with an oxygen tank may involve ensuring the customer is in a location that would be considered safe for both the customer and business. Or, 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.

Assistive devices or measures provided by the Company

Currently the Company does not provide Assistive Devices for customers. However, it is committed to using reasonable efforts to assist any customer with a disability.

C. The Use of Guide Dogs, Service Animals and Service Dogs

Guide Dog – Is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Person’s Rights Act, to provide mobility, safety and increased independence for people who are blind.

Service Animal – As reflected in Ontario Regulation 429/07, 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 reasons relating to his or her disability; or
  • If the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Service Dog – As reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:

  • It is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
  • If the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

A customer with a disability that is accompanied by a Guide Dog, Service Animal or Service Dog will be allowed access to premises that are open to the public, including the Company’s reception lobby, customer service rooms and customer parking areas, unless excluded by law, such as Health, Safety and Food Quality regulations and local by-laws. If a guide dog, service animal or service dog is excluded by law as described above, the Company will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).

Recognizing a Guide Dog, Service Dog and/or Service Animal:

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, the Company may request verification from the customer.  Verification may include:

  • A letter from a physician or nurse confirming that the person required the animal for reasons related to the disability;
  • A valid identification card signed by the Attorney General of Canada; or,
  • A certificate of training from a recognized guide dog or service animal training school.

Care and Control of the Animal:

The customer that is accompanied by a Guide Dog, Service Dog and/or Service Animal is responsible for maintaining care and control of the animal at all times.

Allergies:

If a health and safety concern presents itself, for example in the form of a severe allergy to the animal, Renaissance Printing will make all reasonable efforts to meet the needs of all individuals.

 

D. The Use of Support Persons

Support Person – As reflected in Ontario Regulations 429/07, 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, medical needs or access to goods and services.

If a customer with a disability is accompanied by a Support Person, Ironstone Media will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the Support Person.

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.

 

E. Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Renaissance Printing.  In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use the Company’s goods or services, reasonable efforts will be made to provide advance notice.  In some circumstances, such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

Notifications will Include:

In the event that a notification needs to be posted the following information will be included, unless it is not readily available or known:

  • Goods or services that are disrupted or unavailable
  • Reason for the disruption
  • Anticipated duration
  • A description of alternative services or options

Notification Options:

When disruptions occur Renaissance Printing will provide notice by:

  • Posting notices in conspicuous places including at the point of disruption at the main entrance and the nearest accessible entrance to the service disruption and/or on the Company’s website;
  • Contacting customers with appointments;
  • Verbally notifying customers when they are making a reservation or appointment; or
  • By any other method that may be reasonable under the circumstances.

F. Customer Feedback

Renaissance Printing shall provide customers with the opportunity to provide feedback about the manner in which it provides goods and services to persons with disabilities. Information about the feedback process will be readily available to the public. Feedback may be in person (orally), by telephone, in writing, electronically by diskette or e-mail.

Submitting Feedback:

Customers should submit feedback to:

Human Resources
905-831-3000
1800 Ironstone Manor
Pickering, ON L1W 3J9
hr@renaissanceprinting.ca
www.renaissanceprintinginc.com

Customers that provide formal feedback will promptly receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.  Any such communication will take into account the disability of the person submitting the feedback.

 

G. Training

Training will be provided to:

  1. a) All employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Renaissance Printing; for example: receptionists, customer service representatives, accounting personnel and shipping and receiving personnel, salespersons, drivers and third party marketing agents; and,
  2. b) Those who are involved in the development and approval of customer service policies, practices and procedures.

Training Provisions:

As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:

  • A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
  • A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
  • Instructions on how to interact and communicate with people with various types of disabilities.
  • Instructions on how to interact with people with disabilities who:
  • Use assistive devices;
  • Require the assistance of a Guide Dog, Service Dog, or other Service Animal; or
  • Require the use of a Support Person
  • Instructions on how to use equipment or devices or implement procedures and measures that are now or in the future available at the Company’s premises that may help people with disabilities.

Training Schedule:

The Company has provided such training as of September 26, 2014 and thereafter as soon as practicable. Updated training will be provided in the event of new hires, changes in position, changes to legislation, policies, procedures and/or practices.

Record of Training:

Renaissance Printing will keep a record of training that includes a summary of the contents of training, the dates training was provided and the identity and number of employees who attended the training.

 

H. Notice of Availability and Format of Required Documents

Renaissance Printing shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer’s disability. Notification will be given by posting the information in a conspicuous place in the premises operated by the Company, its website and/or any other reasonable method.

 

Administration

If you have any questions or concerns about this policy or its related procedures please contact:

Human Resources
905-831-3000
1800 Ironstone Manor
Pickering, ON L1W 3J9

hr@renaissanceprinting.ca
www.renaissanceprintinginc.com

This policy and its related procedures will be reviewed as required in the event of legislative changes. Any other policies that do not respect and promote the dignity and independence of people with disabilities will be modified or removed.