Accessibility for Ontarians with Disabilities Act Customer Service Policy
Accessibility for Ontarians with Disabilities Act Customer Service Policy
Our Mission
The mission of Desmasdon’s Boat Works is to provide our goods and services in an accessible and respectful way.
Our Commitment
In fulfilling our mission, Desmasdon’s Boat Works strives for excellence in serving our customers at all times, by providing our goods and services in a way that shows respect and independence of people with a disability. We are committed to giving all of our customers the opportunity to access all our goods and services in the same place; we will carry this out by the following ways:
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Communication
We will communicate with our customers with disabilities in ways that will take into account their disability.
We commit to having full accessibility to our telephone services.
We will train our staff on how to communicate to our customers with various disabilities, and on how to speak clearly and slowly to help serve our customers by telephone.
At Desmasdon’s Boat Works we also offer to communicate through writing or e-mail, if other ways of communication is not suitable or unavailable.
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Assistive Devices
We are committed to serving customers with disabilities who use assistive devices to obtain access to our goods and services. We will ensure that our staff at Desmasdon’s Boat Works is aware and trained with various assistive devices.
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Billing
We are dedicated to providing our customers with clear and easy to understand invoices. For this reason invoices can be provided by e-mail, hard copy and large print upon request.
We will answer any questions concerning the invoices in person, by telephone, or e-mail.
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Service Animals
Desmasdon’s Boat Works is welcoming to people with disabilities who are accompanied by a service animal on the areas that are open to the public. Our staff will be properly trained on how to interact with people with disabilities who are accompanied by a service animal.
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Support Persons
Desmasdon’s Boat Works is welcoming to people with disabilities who are accompanied by a support persons. Any person with a disability that is accompanied by a support person will be allowed to enter Desmasdons’ Boat Works property with their support person.
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Notice of Temporary Disruption
Desmasdon’s Boat Works will notify customers in the event of a planned or unexpected disruption in our facility or services used by people with disabilities. We will inform you the reason of the disruption and the estimated duration, and if available alternate facilities or services.
This notice will be posted in service stations and entrances.
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Feedback Process
Desmasdon’s Boat Works strive for excellence to meet our customers’ expectations. Customers that wish to provide feedback on the way that Desmasdon’s Boat Works provides goods and services to people with a disability can do it verbally, written on our feedback cards, or by e-mail.
All feedback will be directed to Nicole French, customer service. Customers can expect to hear back in 1-2 days.
All complaints will be addressed according to our organizations complaint management procedures.
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Modifications to this or other Policies
Any policy that Desmasdon’s Boat Works has in place that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
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Policy Questions
Desmasdon’s Boat Works has implemented this policy to achieve excellent service to our customers with disabilities. If there are any questions regarding this policy please refer to Nicole French, customer service of Desmasdons Boat Works.
Staff Training
Desmasdon’s Boat Works will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. Individuals with the following positions; customer service, sales manager, construction, parts manager, owners, service, office admin, boat detailing, and dry land operations will be trained.
Training will be provided once the staff commences their duties. Training will include:
- The purpose and the requirements of the Accessibility for Ontarians with Disabilities Act, 2005
- 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 support person.
- How to use assistive devices
- What to do if a person with a disability is having difficulty in accessing Desmasdons Boatwork’s goods and services
- Desmasdon’s Boat Works policies, practices and procedures relating to the customer service standard
- Staff will be trained when changes are made to the policy, practices and procedures.