POLICY STATEMENT
The Township of Rideau Lakes strives at all times to provide
its goods and services in a way that respects the dignity and independence of
all people. The Township of Rideau Lakes is 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.
*Exclusion - This Accessibility Customer
Service Policy shall not apply during any period where the Mayor, or the Mayor’s
designate has declared a “State of Emergency” as defined under the Emergency
Management Act.
PROCEDURE
The Township of Rideau Lakes will provide goods and services
to people with disabilities, with particular consideration to the following
areas:
1.
Communication
The Township of Rideau Lakes will communicate with people
with disabilities in ways that take into account their disability. Staff who
communicates with customers will be trained on how to interact and communicate with
people with various types of disabilities.
The Township of Rideau Lakes is committed to providing fully
accessible telephone service to our customers. Staff will be trained to
communicate with customers over the telephone in clear and plain language, to
speak clearly and slowly and to tailor their responses as much as possible in
support of the individual.
The Township of Rideau Lakes will offer to communicate with
customers by other means,
including e-mail, if telephone
communication is not suitable to their communication needs or is not available.
2.
Assistive Devices
The Township of Rideau Lakes is committed to serving people
with disabilities who use assistive devices to obtain, use or benefit from our
goods and services. Staff will be trained and become familiar with various
assistive devices that may be used by customers with disabilities while accessing
our goods or services. The Township of Rideau Lakes will also ensure that
staff knows how to use the assistive devices which are available on our
premises, including electronic door openers.
3.
Correspondence, invoices and other
documentation
The Township of Rideau Lakes is committed to providing
accessible information to all of our customers.
For this reason, correspondence, invoices and other
documentation will be provided in large print or by e-mail, upon request.
The Township of Rideau Lakes may provide a document, or
information contained in a document, in a format that takes into account the
person’s disability. The Township of Rideau Lakes and the person with a
disability may agree upon the format to be used for the document or
information.
Any questions customers may have about the content of a
document will be answered in person, by telephone or e-mail.
4.
Use of Service Animals and Support
Persons
Service
Animals
The Township of Rideau Lakes is committed to welcoming
people with disabilities who are accompanied by a service animal, in the areas
of our premises that are open to the public and other third parties. All staff,
volunteers and others dealing with the public will be properly trained in how
to interact with people with disabilities who are accompanied by a service
animal.
An animal is a service animal for a person with a
disability:
i) If it is
readily apparent that the animal is used by the person for reasons relating to
his or her disability; or
ii) If the person
provides a letter from a physician or nurse confirming that the person requires
the animal for reasons relating to the disability.
Support Person
The Township of Rideau Lakes is 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 the Township of Rideau Lakes’ buildings 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 Township
premises.
A “support person” means, in relation to a person with a
disability, another person who accompanies him or her in order to help with
communication, mobility, personal care or medical needs or with access to goods
or services.
**********************************************************************************
No admission will be charged to the
support person for admission to the Township of Rideau Lakes Recreation Facilities.
The Township of Rideau Lakes will recommend to groups that
manage buildings and/or events under the auspices of the municipality to adopt
a similar policy and not charge a support person who is accompanying a person
with a disability
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Customers will be informed of this policy by a notice that
will be posted at each building and on the Township of
Rideau Lakes’ website.
Notice
of Disruption in Service
The Township of Rideau Lakes 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.
Notice may be given by posting the information at a conspicuous
place on premises owned or operated by the Township of Rideau Lakes, by posting
it on the Township of Rideau Lakes’ website, or by such other method as is
reasonable in the circumstances.
5.
Training
The Township of Rideau Lakes will
provide training to:
·
Every person who participates in developing the policy, practices
and procedures under Ontario Regulation 429/07 – Accessibility Standards for
Customer Service
·
Every person who deals with the public on behalf of the Township
of Rideau Lakes, including 3rd parties, i.e. employees, agents and
volunteers
·
Current employees, volunteers and others who deal with the public
or other third parties on their behalf will receive training by January 1, 2010
·
All those who are involved in the development and approvals of
customer service policies, practices and procedures will receive training by
January 1, 2010
·
Members of Rideau Lakes Township Council will receive this
training by January 1, 2010
·
New employees, volunteers, management, etc. shall receive
training as soon as “practicable”, after commencing duties.
·
Agents working on various projects for the municipality and who
have been approved by successful tender shall be responsible for providing
their own training to meet the requirements of Ontario Regulation 429/07
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 automatic door
openers at the Township of Rideau Lakes’ premises
·
What to do if a person with a
disability is having difficulty in accessing the Township of Rideau Lakes’
goods and services
·
The Township of Rideau Lakes’
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.
6.
Training Records
Training records shall be kept, including the dates when the
training is provided, number of individuals to whom the training was provided
and the signature of all those individuals trained on a particular date.
7.
Feedback Process
The ultimate goal of the Township of Rideau Lakes is to meet
and surpass customer expectations while serving all people, including those
with disabilities. Comments regarding how well those expectations are being met
are welcome and appreciated.
Feedback regarding the way the Township of Rideau Lakes
provides goods and services to people with disabilities can be made by using a
feedback form, by mail, e-mail, or verbally. All feedback should be directed
to the Township Clerk.
Customers can expect a response within thirty (30) days.
8.
Modifications to This or Other Policies
The Township of Rideau Lakes is 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 the Township of Rideau Lakes 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 this Policy, or if the
purpose of this Policy is not understood, inquiries should be referred to the Accessibility
Coordinator for the Township of Rideau Lakes.
Approved
by:
Ronald E. Holman, Mayor
Dianna G. Bresee, Clerk
Accessible Customer
Service Feedback form
Providing Goods and Services
to People with Disabilities
|
|
Thank you for visiting the Township
of Rideau Lakes.
We value all of our customers
and strive to meet everyone’s needs.
Please tell us the date and time of your visit: ___________________
Staff Member, Department or Service Location you visited:
Did we respond to your customer service needs today?
q YES q NO
Was our customer service provided to you in an accessible
manner?
q YES q SOMEWHAT q NO (please explain below)
Did you have any problems accessing our goods and services?
q YES (please
explain below)q SOMEWHAT (please
explain below) q NO
Please add any other comments you may have:
Contact information (optional): ___________________________
___________________________
___________________________
1439
County Road
8, Delta, ON, K0E 1G0
Phone: 613-928-2251
Fax 613-928-3097 www.twprideaulakes.on.ca
Township of Rideau Lakes
Service Disruption
Notice
There will be a scheduled
service disruption at the _____________.
The disruptions will be from
________ until _________.
These disruptions include:
On behalf of the Township of
Rideau Lakes we would like to thank you for your patience in this matter.
Should you have any further
questions please contact:
Dianna G. Bresee
Accessibility Coordinator
Township of Rideau Lakes
Phone: 613-928-2251 ext 224
Fax: 613-928-3097
dianna@twprideaulakes.on.ca
www.twprideaulakes.on.ca
Township of Rideau Lakes
Unexpected Service Disruption
Notice
There has been an unexpected
service disruption(s) at the ____________.
The estimated time of the
service disruption(s) are from ________ until _________.
These disruption(s) include:
On behalf of the Township of
Rideau Lakes we would like to thank you for your patience in this matter.
Should you have any further
questions please contact:
Dianna G. Bresee
Accessibility Coordinator
Township of Rideau Lakes
Phone: 613-928-2251 ext
224
Fax: 613-928-3097
dianna@twprideaulakes.on.ca
www.twprideaulakes.on.ca
By-law 2009-59