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Accessibility Customer Service Policy

1. PURPOSE/OBJECTIVE

 In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (the “Act”) and Ontario Regulation 429/07 (the “Customer Service Standard”) Food for Tots. (the “Company”) has developed policies, practices and procedures for the provision of goods or services to people with disabilities (the “Policy”).The Policy is guided by the fundamental principles underlying the Customer Service Standard. We are committed to ensuring that the requirements set out in the Act and the Customer Service Standard are rigorously observed.We recognize the importance of making goods and services accessible to people with disabilities.  We are committed to providing excellent customer service and a respectful, welcoming and inclusive environment to all individuals who use our goods and services. 

2. DEFINITIONS   

“We” and “Our” means the Company For the purpose of the Policy, all definitions in the Act and the Customer Service Standard will be deemed to be definitions under the Policy. 

3. MISSION STATEMENT

Food for Tots is committed to eliminating obstacles faced by customers who have disabilities. We will make reasonable efforts to ensure that the Policy and related practices and procedures are consistent with the following principles as prescribed in the Customer Service Standard:

(i) Food for Tots   will provide goods and services in a manner that respects the dignity and independence of people with disabilities; 

(ii) Food for Tots   will provide integrated services to people with disabilities wherever possible and we will provide alternative measures to provide goods and services to people with disabilities where integration is not possible; and

(iii) Food for Tots will provide equal opportunity to people with disabilities to obtain, use or benefit from our goods or services. 

4. APPLICATION

This policy applies to all employees of Food for Tots  and any third party that provides goods and services on behalf of Food for Tots  and who may interact with the public or third parties.

5. PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES 


(a) CommunicationWhen communicating with a person with a disability, we will take into account the particular individual’s needs and circumstances. Our staff who communicate with customers or third parties have been trained on how to interact with people with various types of disabilities in order to ensure we provide responsive and effective communication. 

(b) Assistive devicesFood for Tots will permit the use of personal assistive devices by people with disabilities to obtain, use or benefit from our goods and services. Our staff is trained on the use of various types of assistive devices by people with disabilities accessing our goods and services, so as to better provide services to these individuals.

(c) Telephone servicesIn order to provide effective service to people with disabilities, Food for Tots  will communicate with people with disabilities in ways that take into account their disability. Our staff are trained to speak to customers slowly in clear and plain language over the telephone. If the disability provides a barrier to telephone communications, we will be available to communicate through email.

(d) BillingIn order to best serve people with disabilities, we provide our invoices in the following formats upon request: hard copy, large print, or by email. Questions regarding invoices will be answered in person, by telephone, or by email. 

6. USE OF SERVICE ANIMALS AND SUPPORT PERSONS

Animals are not permitted on our premises by law. Food for Tots will provide alternative means for people with disabilities who require assistance of a service animal to access our goods and services.A person with a disability may enter Food for Tots  premises accompanied by a support person and may have access to that support person at all times.  Food for Tots may require a person with a disability to be accompanied by a support person while on the premises, in situations where it is necessary to protect the health and safety of the person with a disability, or the health and safety of others.Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.No fees will be charged for admission to out premises by support persons.

7. NOTICE OF TEMPORARY DISRUPTION

If there is a temporary disruption in the facilities or services usually used by people with disabilities we will provide customers with notice as soon as possible. In the notice of disruption, we will include the following information:

(1) the reason for the disruption,

(2) the anticipated duration of the disruption, and

(3) a description of any alternative facilities or services, if available.

The notice will be posted on all public entrances to our premises. 

8. TRAINING FOR STAFF

Food for Tots will provide training to all of its employees, volunteers and other individuals who have contact with the public or third parties on our behalf, and all individuals who are involved in the development of our policies, practices and procedures.  Training will be provided to each individual as soon as practicable after he or she is assigned the duties which require the need for training.Training will be received on an ongoing basis whenever we make changes to our policies, practices or procedures to ensure that the Policy is properly implemented and followed at all times. Individuals for the following position will be trained:

General Manager, Production Manager and Manufacturing Manager

Food for Tots Administration Team 

Delivery Drivers 

Our training program consists of the following:

(i) An overview of the purpose of the  Accessibility for Ontarians with Disabilities Act 2005 

(ii) The requirements of the Accessibility Standards for Customer Service ( Ontario Regulation 429/07)

(iii) Training on how to interact and communicate with persons with various types of disabilities;

(iv) Training on how to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person;

(v) Training on how to use equipment or devices available on Food for Tots   premises or otherwise provided by Food for Tots   that may help with the provision of goods or services to a person with a disability;

(vi) Training on what to do if a person with a particular type of disability is having difficulty accessing Food for Tots goods or services; and

(vii) Training on our current policies, practices and procedures relating to the Customer Service Standard. 

Food for Tots will keep records of the training provided, including the dates on which the training was received and the number of participants. 

9. FEEDBACK PROCESS

In order to properly assess the needs of people with disabilities, Food for Tots   has created a feedback process. We welcome comments from individuals on how effectively we are accommodating people with disabilities in the provision of our goods and services. 

(a) Receiving Feedback

Feedback may be provided in person, in writing, by email, on disk, phone or by another method. Food for Tots also has a feedback form here that is available upon request as we are always looking for ways to improve the provision of goods and services to persons with disabilities. Your comments and inquiries are welcome and can be submitted at the contact information found below.  

(b) Responding to Complaints

Food for Tots will address complaints that arise through the feedback process in a timely manner. 

10. NOTICE OF AVAILABILITY OF DOCUMENTS

The Policy and any corresponding practices and procedures will be made available to any person on request. We post notice of the availability of these documents on all our premises to which the Policy applies and on Food for Tots website.

11. FORMAT OF DOCUMENTS

Upon request we will provide a copy of the Policy in a format that takes into account the disability of the person submitting the request. 

12. MODIFICATIONS TO THE POLICY AND RELATED POLICIES

Any modifications made to the Policy and any related policies will be for the purpose of improving our ability to provide services to people with disabilities. Any change made to the Policy or related policies will carefully take into account the impact on people with disabilities. Any provision of the Policy or related policies that does not enhance our ability to provide goods and services to people with disabilities will be modified accordingly. 

13. QUESTIONS ABOUT THE POLICY

We welcome questions and feedback regarding our commitment to providing accessible goods and services to people with disabilities. If you have any questions regarding our policies please contact: 

The Director of Operations and The Human Resources Manager
Address: 85 Spy Court Suite 101, Markham ON, L3R 4Z4
Phone: 905-752-8118 ext. 202
Fax: 905-752-8119
Email: aodainfo@foraygroup.com
Website: www.fft.ca