Providing Goods and Services to People with Disabilities
1. Our Vision & Mission
Vision: Deliver value to all our business partners by providing them with the highest quality products, services and innovative solutions.
Mission: Diversco is committed to long-term value-added partnerships built on customer service excellence. We invest in the best people that provide the highest quality products and solutions our business partners have come to rely on.
2. Our Commitment
In fulfilling our mission, Diversco Supply strives at all times to provide its goods and services in a way that respects the dignity and independence of people 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.
3. Providing goods and services to people with disabilities
Diversco Supply 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:
3.1 Communication
We will communicate with people with disabilities in ways that take into account their disability.
We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
3.2 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 email, text messaging or pen and paper, if telephone communication is not suitable to their communication needs or is not available.
3.3 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 are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
We will also ensure that staff know how to use the assistive devices available on our premises for customers including email, and text.
3.4 Billing
We are committed to providing invoices to all of our customers that are easily accessible. For this reason, invoices may be provided in the following formats upon request: hard copy, large print, e-mail, etc.
We will answer any questions customers may have about the content of the invoice in person, by telephone, text or e-mail.
4. Use of service animals and support persons
We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Diversco Supply’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
5. Notice of temporary disruption
Diversco Supply will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
The notice will be placed at our public entrance.
6. Training for staff
Diversco Supply will provide training to all employees, volunteers, contractors, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Individuals in the following positions will be trained:
This training will be provided within 3 months after staff commence their duties.
Training will include the following:
- 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 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 assistive devices available on our premises or otherwise that may help with the provision of goods or services to people with disabilities
- What to do if a person with a disability is having difficulty in accessing Diversco Supply’s goods and services
- Diversco Supply’s policies, practices and procedures relating to the customer service standard.
Staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
7. Feedback process
The ultimate goal of Diversco Supply is to meet and surpass customer 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 Diversco Supply provides goods and services to people with disabilities, and on our feedback process itself, can be made by e-mail, text or verbally, All feedback will be directed to Corey Boone. Customers can expect to hear back in 5 business days.
8. Modifications to this or other policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.
Any policy of Diversco Supply that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
9. Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to Corey Boone, Vice President.
March 21, 2018