AODA Policy

Customer Service Policy: Providing Goods and Services To People With Disabilities

Our Mission

Keating Technologies Inc. (“KTI”) is a professional service organization committed to providing high-quality, cost-effective services that keep pace with rising Customers expectations.

Our Commitment

In fulfilling our mission, KTI strives at all times to provide goods and services in a way that respects the dignity and independence of persons 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

KTI 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:

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

We will train our staff who communicate with Customers on how to interact and communicate with people with various types of disabilities.

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 e-mail or operator assisted relay services at 1(800) 855-0511 if telephone communication is not suitable to their communication needs or is not available.

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 is trained and familiar with various assistive devices that may be used by Customers with disabilities while accessing our goods or services.

Billing
We are committed to providing accessible receipts to all of our Customers. For this reason, receipts will be provided in the following formats upon request: hard copy, large print, e-mail, PDF, and reading the receipt out loud.

We will answer any questions Customers may have about the content of their receipt in person, by telephone or by e-mail.

Use of Service Animals and Support Persons

Persons with disabilities may bring their service animal to our premises that are open to the public or other third parties. KTI will ensure that all staff, volunteers and third parties dealing with the public are trained on how to interact with persons with disabilities who are accompanied by a service animal.

On rare occasions - such as when other laws need to be considered a manager may determine that a support person is required, or that a service animal cannot enter an area of the premises. In these cases, managers will suggest appropriate alternatives and provide assistance.

If a health and safety concern presents itself for example in the form of a severe allergy to the animal, KTI will make all reasonable efforts to meet the needs of all individuals.

Any person with a disability who is accompanied by a support person will be allowed to enter our premises open to the public or other third parties with that person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to that person while on our premises.

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.

Notice of Temporary Disruptions

KTI will provide Customers with notice in the event of a planned or unexpected disruption at the facilities or with the services used by persons with disabilities. This notice will include information about the reason for the disruption, how long the disruption is expected to last, and whether any alternative facilities or services are available. The notice will be placed on the KTI website and also communicated by other appropriate means to individuals and customer organizations likely to be affected.

Training of Staff

KTI will provide training on customer service to all employees who provide services on behalf of the organization. This includes those who are involved in the development and approvals of customer service policies, practices and procedures.

New staff as well as those who take on duties that involve interaction with the public or other third parties will receive training as part of their orientation.

KTI will provide staff with training that includes:

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 persons with various types of disabilities
How to interact with persons with disabilities who use assistive devices or require the assistance of service animals or support persons
How to use the equipment or devices available on KTI premises (or otherwise) that may assist with the provision of goods or services to persons with disabilities
What to do if a person with a disability is having difficulty accessing KTI goods and services and
KTI policies, practices and procedures on the provision of goods or services to persons with disabilities

Staff will be trained on policies, practices and procedures that affect the way goods and services are provided to persons with disabilities. Training will also be provided on an ongoing basis when changes are made to these policies, practices and procedures.

KTI will ensure that organizations providing services on behalf of the Company receive training on accessible customer service.

Feedback Process

KTI ultimate goal is to meet and surpass Customers 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 KTI provides goods and services to people with disabilities or questions regarding this policy can be submitted by email by contacting hr@keating.com.

If preferred, feedback can be provided by phone or mail to:

Mary Falzon-Sultana
Direct Line: 905-305-6596
Toll-Free Phone Number: 1-877-532-8464 ext. 6596

Mailing Address:
Mary Falzon-Sultana
Keating Technologies Inc.
25 Royal Crest Court, Suite 120
Markham, ON L3R 9X4

If these methods are not suitable, Customers may request another way of providing their thoughts.

As outlined in the KTI Customer Service Standards, Customers can expect acknowledgement of verbal/telephone feedback, or feedback e-mailed, within 2 business days. Response to a mailed/faxed complaint is made within 10 business days. The acknowledgement must indicate when the matter will be addressed and when the customer will be notified. KTI must follow up with any required action within the timeframe noted in the acknowledgement. Every effort will be made to provide the response in a format that is accessible to the person who provided the comments.

Privacy will be respected and all feedback will be reviewed for action that may be taken to improve KTI services.

Modifications to This or Other Policies

KTI is committed to developing Customer Service policies, practices and procedures that respect and promote the dignity and independence of all persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities.

Any KTI operational policy affecting customer service that does not respect and promote the dignity, independence, integration and equal opportunity of persons with disabilities will be modified or revoked.

Questions About This Policy

The goal of this policy is to help achieve service excellence to Customers with disabilities and its related procedures will be reviewed as required in the event of legislative changes.

If you have any questions, concerns or requests, please contact:

Mary Falzon-Sultana
Direct Line: 905-305-6596
Toll-Free Phone Number: 1-877-532-8464 ext. 6596

Mailing Address:
Mary Falzon-Sultana
Keating Technologies Inc.
25 Royal Crest Court, Suite 120
Markham, ON L3R 9X4
Email: mfalzon-sultana@keating.com

Follow us on LinkedIn! Follow us on Twitter! Like us on Facebook! Follow us on LinkedIn