Accessible Customer Service Plan
Providing Goods and Services to People with Disabilities
Standard Innovation Corporation (SIC) is committed to providing a work environment that is supportive of independence, dignity, integration and equal opportunity and remains diligent in ensuring the application of these same standards when dealing with contractors, customers, service providers and visitors to our offices.
Standard Innovation Corporation is committed to excellence in serving all customers, including people with disabilities. SIC strives to provide customers with disabilities the same opportunity to access our goods and services, so that they may benefit from them in a similar way as other customers. This will be achieved in the following ways:
We will serve people with disabilities who use assistive devices to obtain our goods and services by ensuring that our staff is trained and familiar with various assistive devices that may be used by customers.
We will communicate with people with disabilities in ways that take into account their disability. This will include training customer service representatives on how to interact and communicate with people with various types of disabilities.
We will train our customer service representatives to communicate with customers over the telephone and to speak clearly in plain language. We will offer to work with a customer through email or other written correspondence if communicating by telephone is not suitable for them.
Our website and webstore are accessible to all customers, including those who are visually challenged, through assistive programs such as JAWS screen reader. If a customer has difficulty navigating our webstore, our customer service representatives are trained to assist customers through the process.
We will provide invoices to all of our customers in a format that is suitable to them such as hard copy, large print, e-mail, etc. We will answer customer queries about the content of the invoice in person, by telephone or by email.
We welcome people with disabilities who are accompanied by a service animal in our premises. We will also ensure that all staff are properly trained on how to interact with people with disabilities who are accompanied by a service animal.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Our premises are our corporate offices and therefore there are no charges for customers to enter our premises.
Notice of temporary disruption
If there were a temporary disruption, notice would be posted on SIC websites where the majority of our customers access our services (www.kegelcore.com and www.standardinnovation.com). Very few customers visit our corporate offices. Notice would include information about the reason for the disruption, its anticipated length of time and alternative means for accessing our services.
Training for staff
Standard Innovation Corporation will provide training to all employees 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 in the Employee Orientation package that staff receives when hired.
Training will include the following:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Standard Innovation’s plan related to 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
- Familiarize employees with personal assistive devices and train employees on how to use devices on premise, such as automatic doors, that may help with providing goods or services to people with disabilities
Staff will also be trained on these policies and procedures when changes are made to the plan.
Customers who wish to provide feedback on the way Standard Innovation provides goods and services to people with disabilities can contact SIC by:
- Email: [email protected] or [email protected]
- Mail: Attention: Customer Service 1130 Morrison Drive, Suite 330
Ottawa, Ontario, Canada K2H 9N6
- Phone: 1-613-828-6678 Ext. 0 for Customer Service
Customer Service will receive all feedback, including complaints. Feedback will be directed to the appropriate Manager depending on the nature of or subject of the complaint. Customers can expect to hear back within five business days.
Modifications to this or other policies
Any policy of Standard Innovation that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Bruce Murison, CEO