ANGELS OF FLIGHT CANADA INC.
Customer Service Policy Statement:
Providing Goods and Services to Persons with Disabilities
- Our policy mission
The mission of Angels of Flight Canada Inc. is to provide equal treatment to people with disabilities in a manner that at all times, respects their dignity and independence.
- Our commitment
In fulfilling our policy mission, Angels of Flight Canada Inc. strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
- Providing goods and services to people with disabilities
Angels of Flight Canada Inc. is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
3.1 – Communication
We will communicate with persons with disabilities in ways that takes into account their disability.
We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
3.2 – Telephone services
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by TTY, email, text or facsimile if standard telephone communication is not suitable to their communication needs or is not available.
3.3 – Assistive devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
We will also ensure that staffs know how to use the following assistive devices available on our premises for customers: wheelchairs, walkers.
3.4 – Billing
We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, e-mail.
We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.
- Use of service animals and support persons
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. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
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 Angels of Flight Canada Inc.’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.
- Notice of temporary disruption
Angels of Flight Canada Inc. will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
The notice will be placed at all public entrances and service counters on our premises.
- Training for staff
Angels of Flight Canada Inc. will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.
This training will be provided for new employees during staff orientation. Training for current staff will be performed at the next In-Service.
Training will include the following:
♦ The purposes 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 use the wheelchairs, walkers., available on provider’s premises or otherwise that may help with the provision of goods or services to people with disabilities]
♦ What to do if a person with a disability is having difficulty in accessing Angels of Flight Canada Inc.’s goods and services
♦ Angels of Flight Canada Inc.’s policies, practices and procedures relating to the customer service standard.
Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
- Feedback process
The ultimate goal of Angels of Flight Canada Inc. is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way Angels of Flight Canada Inc. provides goods and services to people with disabilities can be made by email, telephone (TTY), verbally and in writing. All feedback will be directed to the President and CEO, Gail Courneyea. Customers can expect a response within 10 days.
Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.
Contact information for Ms. Courneyea:
Mail: 10-799 O’Brien Drive, Peterborough, ON K9J 6X7
Telephone: 705 743 5433
Fax: 705 741 5147
- Modifications to this or other policies
We are committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this policy before considering the impact.
Any policy of Angels of Flight Canada Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
- Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by Angels of Flight Canada Inc.