AODA Policy

Accessible Customer Service Plan Updated September 2014

Providing Goods and Services to People with Disabilities

We are committed to excellence in serving all customers including people with disabilities and follow the September 2014 updated AODA policy for accessible customer service.

Assistive devices

We will ensure our team 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.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

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.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities we 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 on our door.

AODA Training

We will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will be provided to people involved in the development of policies, plans, practices and procedures related to provision of our goods and services. Training will include:

• An overview of theAccessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Our AODA 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 our goods and services
• Staff will also be trained when changes are made to our accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way The Aber Group provides goods and services to people with disabilities can e-mail or offer suggestions verbally. All feedback, including complaints, will be directed to the President and customers can expect to hear back in 2 business days.

Notice of availability

We will notify the public that our policies are available upon request by posting them on our website.

Modifications to this or other policies

Any policy of The Aber Group that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.