Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Trillium Metal Stampings is committed to excellence in serving all customers including people with disabilities. This policy meets the requirements of the customer service standards included in the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act, 2005. It applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

Assistive devices

Assistive device: 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, and that might assist in hearing, seeing, communicating, moving, breathing, remembering, or reading.

We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

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

In cases where the assistive device presents a health and safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services, up to the point of undue hardship.

Communication

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

Service animals/Guide Dogs

We welcome people with disabilities and their service animals. Service animals and guide dogs are allowed on the parts of our premises that are open to the public.

A customer with a disability who is accompanied by a guide dog or service animal will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs or service animals.

Staff may respectfully ask if an animal is a service animal and will not ask the nature of the person’s disability or purpose of the animal.

Support persons

If a customer with a disability is accompanied by a support person, Trillium Metal Stampings will ensure that both persons may enter the premises together and that the customer is not prevented from having access to the support person.

There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations, the company will make every reasonable attempt to resolve the issue.

In situations where confidential information might be discussed, consent will be obtained from the customer before any potentially confidential information is mentioned.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Trillium Metal Stampings 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 at customer entrance to the building.

Training for staff

Trillium Metal Stampings will provide training to all employees and other third parties on their behalf.

This training will be provided to staff in the orientation period.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Trillium Metal Stampings’ accessible customer service plan.
  • 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 Trillium Metal Stampings’ goods and services

Staff will also be trained when changes are made to your accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way Trillium Metal Stampings provides goods and services to people with disabilities can e-mail Trillium Metal Stampings. All feedback will be directed to SarahTebbutt.   Customers can expect to hear back in 14 days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies

Any policy of Trillium Metal Stampings that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.