Client Services Policy
The Delivery Group (TDG) is committed to providing a barrier-free environment for our employees, clients, consultants, vendors, suppliers, visitors, and other stakeholders who enter our premises, access our information, or use our services. As a service provider, we respect and endeavor to uphold the requirements as set out under the Accessibility for Ontarians with Disabilities Act (2005), Customer Service Standard, and the Integrated Accessibility Standards Regulation for Information and Communications and Employment--ultimately to contribute to Ontario’s efforts in achieving a fully accessible province by 2025!
Policy Statement & Scope
This policy is designed to address accommodations that are in place during the provision of services to clients of The Delivery Group.
As a growing specialty staffing firm, The Delivery Group is working hard to become one of Canada’s top staffing firms, by attracting the right talent and by building a sustainable firm to grow the TDG opportunity with new leadership opportunities, new offices and expansion across Canada. With this in mind, The Delivery Group is dedicated to providing its services in a way that is respectful of the dignity and independence of people with disabilities. As such, we are committed to extending people with disabilities, the same opportunity to access our services, allowing them to benefit from the same services, in the same place and in a manner similar to able-bodied clients.
This policy applies to all individuals who provide services and who interact with clients on behalf of The Delivery Group.
Assistive Device refers to a supplementary aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. These devices, typically provisioned by the client, such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
Disability refers to an individual with:
a. any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
b. a condition of mental impairment or a developmental disability;
c. a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
d. a mental disorder; or
e. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Service Animal refers to any animal having been highly trained to do work or perform tasks that benefit and/or support a person with a disability.
Support Person refers to any person who accompanies a person with a disability to help with communications, mobility, personal care, medical needs or access to goods or services.
Providing Services to People with Disabilities
In our commitment to service excellence to all individuals with disabilities, we will conduct business in a way that addresses the following areas:
Communications with people with disabilities will be performed in ways that take into account their disability.
We are committed to providing fully accessible telephone service to our clients.
Additionally, we will offer to communicate using alternate means including telephone relay, email, mail, facsimile or courier, provided the identity of the client can be verified.
We are committed to encouraging people with a disability to use their own assistive device, as required, when accessing our services.
Accessible Document Formats
Following our receipt of a request either by or on behalf of a person with a disability, and within a reasonable timeframe, we will make arrangements for documents to be available in a format that is accessible to the individual, providing it is technically feasible for us to do.
People with a disability and who are accompanied by a service animal will be welcomed to access the areas of the premises that are open to the public and other third parties. The service animal must be in the care of the person with a disability or their support person at all times.
People with a disability and who are accompanied by a support person will be welcomed to access the areas of the premises that are open to the public and other third parties. Where confidentiality is important due to the content of information shared/discussed, The Delivery Group will obtain the consent of the client and may require the support person to sign a confidentiality agreement.
Notice of Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of The Delivery Group. In the event of any temporary disruptions to facilities or services usually used by people with disabilities, all reasonable efforts will be made to provide notice in advance of a scheduled meeting. This notice will include information as to the reason of the disruption, its anticipated duration and a description of alternative facilities or services, if available.
At The Delivery Group, we strive to meet and exceed expectations while serving people with disabilities and comments about the way we service people with disabilities will help to ensure we continue to offer services in a way that makes sense for people with disabilities.
Feedback in this regard can be made in person, by telephone, in writing or by electronic mail to:
• The Accessibility Officer
Feedback will be reviewed, and where possible, concerns will be addressed. If the concern cannot be addressed, the Accessibility Officer will advise the individual who provided the feedback.
Training will be provided to all employees who interact with our clients, the public or third parties on behalf of The Delivery Group, including those who are involved in the development and approval of client service policies, practices and procedures.
Training will cover the following:
• A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
• A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07;
• Best practice suggestions on how to interact and communicate with people with various types of disabilities;
• Best practice suggestions on how to interact with people with disabilities who:
o use assistive devices
o require the assistance of a guide dog, service dog or other service animal
o require the use of a support person
• Best practice suggestions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities;
• Best practice suggestions on what to do if a person with a disability is having difficulty accessing our services;
• TDG’s policies, procedures and practices pertaining to providing accessible service to clients with disabilities.
Training will be provided to current employees as soon as is practicable. Training will be provided to all new TDG representatives who deal with the public or act on our behalf within the first 6 months of their employment with the firm. Revised training will be provided in the event of changes to legislation, procedures and/or practices.
The Accessibility Officer will keep a record of training that includes the dates training was provided with the names of those who attended the training.