Accessible Customer Service Plan, Policies & Procedures
This 2014-21 accessibility plan outlines the policies and action that Nature’s Call will put in place to improve opportunities for people with disabilities. Our portable toilet facilities are ideal for construction sites, special events venues and home builders’ sales offices and work sites.
Statement of Commitment
Nature’s Call is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.
Providing Goods and Services to People with Disabilities
Nature’s Call is committed to excellence in serving all customers including people with disabilities.
We will ensure that our staff are 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.
We will communicate with people with disabilities in ways that take into account their disability.
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.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
We will notify customers of this by posting a notice in the following location(s): 177 Creditstone Rd, Concord / 131 Freshway Drive, Concord / 22 Cardico Dr. Gormley / 60 Beach Rd, Hamilton.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Nature’s Call 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. Services/Facilities include: Access to our buildings / Website
The notice will be made publicly available at the following locations:
177 Creditstone Rd, Concord / 131 Freshway Drive, Concord / 22 Cardico Dr. Gormley / 60 Beach Rd, Hamilton
Accessible Emergency Information
Nature’s Call is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualize response information when necessary.
Nature’s Call will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members. Individuals in the following positions will be trained: All Staff Staff will be trained on Accessible Customer Service within 2 weeks of being hired. Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Nature’s Call‘s 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
- How to use the equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities.
- Access to our building & our Website.
- What to do if a person with a disability is having difficulty in accessing Nature’s Call‘s goods and/or services
Staff will also be trained when changes are made to our Accessible Customer Service Plan.
Customers who wish to provide feedback on the way Nature’s Call provides goods and services to people with disabilities can provide feedback in the following way(s):
By Phone or by Email.
All feedback, including complaints, will be handled in the following manner:
Concerns will be sent to Sophie Doiron (H&S Coordinator) who will take care of any complaints,concerns or feedback, promptly.
Customers can expect to hear back within 2 business days.
Notice of availability
Nature’s Call will notify the public that our documents related to accessible customer service, are available upon request by posting a notice in the following location(s): 177 Creditstone Rd, Concord / 131 Freshway Drive, Concord / 22 Cardico Dr. Gormley / 60 Beach Rd, Hamilton
Modifications to this or other policies
Any policy, practice or procedure of Nature’s Call that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
Nature’s Call is committed to fair and accessible employment practices. We will take the necessary steps to notify the public and staff that, when request, Nature’s Call will accommodate people with disabilities during the recruitment and assessment process and when people are hired.
Nature’s Call will take the necessary steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability
.Nature’s Call will take the necessary steps to ensure the accessibility needs of employees with disabilities are taken into account if Nature’s Call is using performance management, career development and re-deployment processes.
Nature’s Call will take all the necessary steps to prevent and remove any accessibility barriers identified.
If you have any questions or concerns, please contact us at firstname.lastname@example.org or call toll free 1-800-267-3784 for information or assistance.