Providing Goods and Services to People with Disabilities
CHAMP ENGINEERING LIMITED is committed to excellence in serving all customers including people with disabilities.
1.0 Assistive devices
We will ensure that our staff is trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.
2.0 Communication
We will communicate with people with disabilities in ways that take into account their disability.
3.0 Service Animals
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. If the service animal is legally excluded from some parts of the common areas of the premises, the Company will provide alternative measures to enable the person to obtain, use or benefit from the service.
If it is not readily apparent that an animal is being used as a service animal for reasons relating to the customer’s disability, the Company may request verification from the customer. Verification may include:
A letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
A certificate of training from a recognized guide dog school or service animal training school.
The customer that is accompanied by a service animal is responsible for maintaining care and control of the animal at all times.
If a health and safety concern presents itself, for example in the form of severe allergy to the animal, the Company will make all reasonable efforts to meet the needs of all individuals.
4.0 Support persons
The Company recognizes that some individuals with disabilities rely on support persons for assistance while accessing services.
A person with a disability who is accompanied by a support person will be allowed to enter into our premises together with the support person and will not be prevented from having access to the support person while on the premises.
When necessary to protect the health or safety of a person with a disability, the Company may require a person with a disability to be accompanied by a support person when on the premises.
In situations where confidential information will be discussed, consent will be obtained from the customer, prior to any conversation where confidential information is discussed.
5.0 Notice of Temporary Disruption
The Company will make every effort to notify customers with disabilities of any planned or unexpected disruption to its service or facilities.
This notice will include information on the reasons for the disruption, the expected length of the disruption and a description of alternative facilities or services, if available. There may be situations where advanced notice will not be possible.
Where practical, this information will be posted on the premises. Customers with appointments will be contacted and informed of the disruption.
6.0 Training
CHAMP ENGINEERING LIMITED will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.
The Company will provide training as soon as practicable to all current employees. Training will also be provided to new employees, volunteers, agents and/or contractor who deal with the public or act on our behalf during orientation. Revised training will be provided in the event of changes to legislation, procedures and/or practices.
The Company will keep a record of training that includes the dates training was provided and the number of employees who attended the training.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- CHAMP ENGINEERING LIMITED’s plan related to 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 CHAMP ENGINEERING LIMITED’s goods and services
7.0 Feedback process
Customers who wish to provide feedback on the way CHAMP ENGINEERING LIMITED provides goods and services to people with disabilities can send an email to hr@champeng.com or verbally by telephone to HR department at (416) 741-2222.
All feedback, including complaints, will be directed to the Human Resources Department.
Customers can expect to have a response time within 2 working days.
8.0 Notice of availability
CHAMP ENGINEERING LIMITED 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. Copies of these documents will also be available to employees within our lunch room and written handouts.
9.0 Modifications to this or other policies
Any policy of CHAMP ENGINEERING LIMITED that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.