Customer Service Accessibility Policy
Providing Goods and Services to People with Disabilities
Brock is committed to recognizing the dignity and independence of all people and seeks to ensure that persons with disabilities have unhindered access to services, facilities, employment, buildings, and premises.
Brock will comply with all applicable Federal, Provincial and Municipal legislation with respect to accessibility and will implement the standards specified under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA, 2005”).
Policies, procedures and practices with respect to accessibility, including those required under the AODA, 2005 and its accompanying standards shall be made available in hard copy when requested.
Guidelines for Accessible Service
Brock is committed to excellence in serving all customers including people with disabilities and will ensure that persons with disabilities have an equal opportunity to access our services. Brock will integrate the provision of services to persons with disabilities into its practices and procedures unless an alternative, separate measure is necessary to enable persons with disabilities to obtain, use and benefit from the provided services. Brock encourages open communication and will communicate with people with disabilities in ways that take into account their disability.
We will ensure that our staff are trained and familiar with various assistive devices 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. For example, we can provide information in a larger font if required.
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.
Recognizing a Guide Dog, Service Dog and/or Service Animal:
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Brock may request verification from the customer.
Verification may include:
• a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
• a valid identification card signed by the Attorney General of Canada; or,
• a certificate of training from a recognized guide dog or service animal training school.
Care and Control of the Animal:
The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Brock 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 the entrance to our facility.
Training for staff
Brock will provide training to employees who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained:
• Order desk, reception, service department and shipping.
• This training will be provided to staff in 2020 and onward.
Training will include:
• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Brock’s 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 Brock’s goods and services
• Staff will also be trained when changes are made to your accessible customer service plan.
Customers who wish to provide feedback on the way Brock provides goods, services and facilities to people with disabilities can do so via e-mail, verbally over the phone or in person. All feedback will be directed to the Human Resources Manager. Customers can expect a timely response. Complaints will be addressed according to our organization’s regular complaint management procedures. This process will be communicated on our website as well as with a notice at reception. Accessible formats and communication supports are available upon request.
AODA – Integrated Accessibility Standards Regulation (IASR) Employment Policy
This policy is intended to meet the requirements of the Integrated Accessibility Standards, Ontario Regulation 191/11 for the Employment Standard set forth under the Accessibility for Ontarians with Disabilities Act, 2005. This policy applies to the provision of accessible employment services for persons with disabilities.
All employment services provided by Brock Windows shall follow the principles of dignity, independence, integration and equal opportunity.
We will notify employees, potential hires and the public that accommodations can be made during recruitment and hiring. This will be done on our website, with a notice at reception and with any job ads that we post online as well as with a cover letter for offers made to successful candidates. We will notify staff that supports are available for those with disabilities. We will put in place a process to develop individual accommodation plans for employees as required. Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. Our performance management, career development and redeployment processes will take into account the accessibility needs of all employees.
Accessible Formats and Communication Supports for Employees
Brock will ensure that employees are aware of our policies for employees with disabilities and any changes to these policies as they occur.
If an employee with a disability requests it, Brock will provide or arrange for the provision of accessible formats and communication supports for the following:
• Information needed in order to perform his/her job; and
• Information that is generally available to all employees in the workplace.
• Brock will consult with the employee making the request to determine the best way to provide the accessible format or communication support.
Workplace Emergency Response Information
Where required, Brock will create individual workplace emergency response information for employees with disabilities. This information will take into account the unique challenges created by the individual’s disability and the physical nature of the workplace, and will be created in consultation with the employee.
• This information will be reviewed when:
• The employee moves to a different physical location in the organization;
• The employee’s overall accommodation needs or plans are reviewed; and/or
• Brock reviews general emergency response policies.
Documented Individual Accommodation Plans
Brock will also develop and have in place documented, individual accommodation plan for employees with disabilities. The process for the development of these accommodation plans should include specific elements, including:
Performance Management and Career Development and Advancement
Brock will consider the accessibility needs of employees with disabilities when implementing performance management processes, or when offering career development or advancement opportunities.
Individual accommodation plans will be consulted, as required.
Return to Work
Brock will develop and implement return to work processes for employees who are absent from work due to a disability and require disability-related accommodation(s) in order to return to work.
The return to work process will outline the steps Brock will take to facilitate the employee’s return to work and shall use documented individual accommodation plans (as described in section 28 of the regulation).
The accessibility needs of employees with disabilities will be taken into account in the event of redeployment.
Individual accommodation plans will be consulted, as required.
This policy will be reviewed regularly to ensure that it is reflective of Brock’s current practices as well as legislative requirements.
Modifications to this or other policies
Any policy of Brock that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.