Accessibility: Customer Service Policy

ACCESSIBILITY: CUSTOMER SERVICE POLICY

We at Voices.com Inc. (hereinafter collectively referred to as Voices.com) are committed to providing exemplary service to all of our customers in accordance with the Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11 (the ‘AODA”) and Ontario Regulation 429/07 (the “Customer Service Standard”).

The following policies, procedures and practices are guided by the fundamental principles underlying the Customer Service Standard. We are committed to ensuring that the Policy is rigorously observed by all employees and any third party that provides goods and services on our behalf.

1.  Objectives

The objective of the Policy is to provide a framework through which Voices.com can achieve service excellence for people with disabilities. Voices.com is committed to providing a respectful, welcoming and inclusive environment to all individuals who seek access to our goods and services.

2.  Application

This Policy applied to all employees of Voices.com and any third party providing goods and services on behalf of Voices.com who may interact with Voices.com customers, the public or third parties.

3.  Mission Statement

Voices.com is committed to providing accessible customer service to persons who have disabilities. Voices.com will make reasonable efforts to ensure that this Policy and related practices and procedures are consistent with the following principals as prescribed in the Customer Service Standard:

(a)  We will provide goods and services in a manner that respects the dignity and independence of persons with disabilities.

(b)  We will provide integrated services to persons with disabilities wherever possible and will provide alternate measures where necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods and services.

(c)  We will provide equal opportunity to persons with disabilities to obtain, use and benefit from the goods or services.

4.  Providing Goods and Services to people with Disabilities

4.01  Communication

When communication with persons with a disability, Voice.com will take into account the particular individual’s needs and circumstances. Voices.com employees, agents and third parties who communicate with customers will be trained on how to interact and communicate with people with various types of disabilities in order to ensure that Voices.com provides responsive and effective communication. All communication shall be provided in a manner that respects the dignity and independence of persons with disabilities.

4.02  Assistive Devices

Persons with disabilities shall be permitted to obtain, use or benefit from goods or services through the use of their own devices. Voices.com employees, agents and third partied will be training to ensure that they are familiar with various assistive devices that may be used by customers with disabilities while accessing services.  

In the event that a person with disabilities is hindered from accessing any goods or services offered, Voices.com will use its best efforts to accommodate the person by offering the use of another assistive device that is available or attempt to deliver the same service in another way.

Voices.com will train employees, agents and third parties on how to use assistive devices that are available at the office for customers. Voices.com will also train employees, agents and third parties to inform customers of the assistive devices that are available.

4.03  Telephone Services

Voices.com is committed to providing fully accessible telephone service to our members. Voices.com will train employees to communicate over the phone in clear and plain language and to speak clearly and slowly. If telephone communication provided a barrier to a person with a disability, Voices.com will be available to communicate in writing, by e-mail, by fax or by other electronic means.

4.04  Billing

Voices.com is committed to providing accessible invoices and, upon request, our invoices will be provided in alternative formats. Voices.com will answer any questions customers may have about the content of the statement in person, by telephone or email.

5.  Use of Service Animals and Support Persons

5.01  Service Animals

Voices.com is committed to welcoming persons with disabilities who are accompanies by a service animal on the parts of our premises that are open to the public. If a service animal is excluded by law, Voices.com will suggest appropriate alternatives and provide assistance in order to ensure that the person is able to access, obtain, use or benefit from Voices.com services where possible.

Voices.com will train employees on how to interact with customers who are accompanied by service animals.

5.02  Support Persons

Any person with a disability who is accompanied by a Support Person will be allowed to access any services provided by Voices.com his or her Support Person. Voices.com will not prevent a person with a disability who is accompanies by a Support Person from having access to his or her Support Person.

Where there are barrier o access or attendance by a Support Person, Voices.com will seek to facilitate access to ensure the participation of persons with disabilities.

6.  Notice of Temporary Disruptions

Although Voices.com is aware that the operation of its services and facilities is important to its customers and that persons with disabilities rely on certain services and facilities provided by Voices.com, temporary disruptions in services and facilities may occur from time to time.

Voices.com will provide notice when there is a temporary disruption in those services or facilities that persons with disabilities may rely on. This notice will include information about the reason for the disruption, its anticipated duration, and, if applicable, a description of alternative facilities or services that may be available. Notice of service disruptions will be provided as soon as reasonably practicable after Voices.com is made aware of the disruption, or in advance in the case of planned disruptions.

Notice will be provided by a variety of methods, depending on the circumstances, and may include postings in conspicuous places at the office, on the Voices.com website or by any other means that will reasonably ensure that the notice reaches those persons potentially affected by the temporary disruption in a manner that is accessible to them.

7.  Feedback Process

In order to properly assess the needs of persons with disabilities, Voices.com has created a feedback process and designated a member of staff as its AODA Compliance Officer.

7.01  Receiving Feedback

Feedback may be provided by a person with a disability in the manner they deem most convenient to them. For example, a person may provide feedback by completing a Customer Feedback Form or by contacting the AODA Compliance Officer in person, by mail, phone or email.  All feedback will be processed by the AODA Compliance Officer. All feedback will be kept in strict confidence and will be used to improve customer service.

7.02  Responding to Feedback

If the feedback raises serious concerns with respect to the delivery of goods and services to persons with disabilities, Voices.com will provide a response to the concerns in a timely manner. The author of the feedback will be provided a response in the format requests (or the most appropriate format where no request was made) outlining actions taken. Voices.com shall make best efforts to respond to feedback within three (3) business days.

8.  Notice of Availability of Documents

This Policy and any corresponding practices and procedures will be made available to any person upon request. Voices.com shall post notice of the availabilities of these documents in a conspicuous place at the office and on the Voices.com website.

9.  Format of Documents

Upon request, Voices.com shall provide this Policy and any other forms created pursuant to the Customer Services Standard in a format that takes into account the disability of the person submitting the request.

10.  Modification to the Policy and Related Policies

Voices.com is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. All of the Voices.com policies and procedures will be developed or updated in such a manner as to respect and promote the dignity and independence of persons with disabilities.

11.  Additional Obligations

Voices.com recognizes that the AODA does not replace or supersede the Human Rights Code, R.S.O. 1990, c. H.19 (the “Code”).

12.  Enquiries

Any enquires related to this Policy and any feedback should be directed to our AODA Compliance Officer:

Kaitlyn Apfelbeck
Human Resources Director
519-858-5675
kaitlyn.apfelbeck@voices.com