Accessible Customer Service Policy

Intent

Workwise Consulting Group (Workwise) is committed to excellence and a barrier-free environment when serving all our customers including people with
disabilities. We strive to provide goods and services in a way that respects the dignity and independence of all people.

This policy is available in alternate formats upon request.

Guidelines

Communication
Workwise will communicate with persons with disabilities in ways that take into account their disability.

Training
Workwise will provide accessible customer service training to employees, contractors, volunteers, and others who deal with the public or other third parties on our behalf. Training will be provided to all new employees during their orientation in their first week of being hired. Staff will be trained when changes are made to the Accessible Customer Service Policy.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the customer service standard;
  • Information about Workwise’s policies, procedures and guidelines 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;
  • What to do if a person with a disability is having difficulty in accessing goods, services or resources.

Assistive Devices
Workwise will ensure that our staff are trained and familiarized with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Service Animals
Workwise welcomes people with disabilities and their service animals. Service animals are allowed in those areas open to the public.

Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for the support persons.

Notice of Temporary Disruptions
In the event of a planned or unexpected disruption to the services for customers with disabilities, we will notify customers promptly. This notice will include information about the reason for the disruption, its anticipated length of time, and a description of any alternative services, if available.

Feedback Process
Workwise invites and encourages feedback from people with disabilities (including customers, employees and the public) about how we are supporting
accessibility, the delivery of our services and our customer service. We are constantly striving to improve our services and accessibility; your feedback
is always welcome.

Individuals who wish to provide feedback may submit as follows:

By email:
pyoung@workwiseconsult.ca
By telephone:
905-409-7225 or TTY users can use the Bell Relay System by phone 711 or 1-800-267-6511

Customers can expect to hear back within 5 business days. All complaints will be acknowledged within 24 hours of receipt and responded to within 5 business days.

Modifications to this or Other Policies
Any Workwise policy, practices, or procedures that do not respect and promote the principles of dignity and independence, integration and equal opportunity for people with disabilities will be modified or removed.

Questions about this Policy
Questions or concerns regarding this policy are to be directed to:

Patty Young, Owner
905-409-7225, pyoung@workwiseconsult.ca