The Customer Service Accessibility Policy (“the Policy”) applies to employees, volunteers,agents and contractors who provide goods and/or services to customers within Gentec Interntional., or on its behalf (“staff”).

The Policy complies with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Gentec Interntional. is committed to providing appropriate customer service to customers with disabilities. This Policy of Accessibility Standards for Customer Service is based on and adheres to the core principles of independence, dignity, integration and equality of opportunity, for customers with disabilities.

Staff will respond to customers requiring accessible customer service in a respectful manner, with the appropriate accessibility tools that Gentec Interntional. has available.

Application:

The Policy applies to all staff who provide goods and/or services to customers within Gentec Interntional., or on its behalf.

Confidentiality:

All interactions between customers and employees of Gentec Interntional. regarding the application of this policy will be considered confidential and will be disclosed only as required to provide appropriate customer service or as required by law.

Feedback Process:

Feedback regarding Gentec Interntional.’s provision of goods and/or services to customers with disabilities can be made by: website at gentec-intl.com, phone at 905-513-7733, in writing to Gentec Interntional. Accessibility Commitment, 90 Royal Crest Court, Markham ON L3P 4G6. All feedback will be directed to the Customer Service Department. Response will be provided within thirty days of receipt.

Documentation To Be Made Available:

This document will be made available to any member of the public upon request. You can view our Customer Accessibility Policy, Practices and Procedures at gentec-intl.com or call us 905-513-7733 to request a copy in a format that takes into account the person’s disability. Gentec Interntional and customers with disabilities may agree on the format to be used.

Practices and Procedures:

Gentec Interntional. is committed to using reasonable efforts in providing goods and services to all customers including customers with disabilities and will carry out our functions and responsibilities in the following areas:

(i) Communication

Gentec Interntional. is committed to ensuring that its staff is aware of how to interact and communicate with customers with various types of disabilities in ways that take into account the person’s disability and will provide appropriate training to its employees. Other non-employee staff is to be trained by their employers.

(ii) Personal Assistive Devices

Gentec Interntional. is committed to ensuring that its staff is aware of and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and/or services.

Gentec Interntional. will ensure that its employees dealing with customers receive training/familiarization on how to interact with customers who may utilize various assistive devices while accessing our goods and/or services.

(iii) Guide Dogs and Service Animals:

Gentec Interntional. is committed to ensuring that its staff welcomes customers with disabilities who are accompanied by a guide dog or service animal in the areas of our premises that are open to the public.

(A “guide dog” is a dog trained as a guide for a blind person and having the qualifications prescribed by the Regulations under the Blind Persons’ Rights Act.)

(An animal is a “service animal” for a person with a disability if it is readily apparent that the animal is used by the person for reason relating to their disability or if the person provides a letter from a physician or a nurse confirming that the person requires the animal for reasons relating to the disability.)

Gentec Interntional. will ensure that its employees dealing with customers are trained on how to interact with customers with disabilities who are accompanied by a guide dog or service animal.

(iv) Support Persons:

Gentec Interntional. is committed to ensuring that its staff is welcoming to customers with disabilities who are accompanied by a support person in the areas of our premises that are open to the public.

(A “support person” is a person who accompanies a person with a disability to help with communication, mobility, personal care, medical needs or with access to goods and/or services.)

Gentec Interntional. will ensure that its employees dealing with customers are trained on how to interact with customers with disabilities who are accompanied by a support person.

(v) Notice of Temporary Disruption:

Gentec Interntional. will provide customers with notice in the event of a planned or unexpected temporary disruption in the facilities or services usually used by customers with disabilities.

When this type of disruption occurs, Management will ensure that a notice will:

  • be placed at all public entrances and customer service counters
  • include information about the reason for the disruption
  • include its anticipated duration
  • include a description of alternative facilities or services, if available.

For a sample of Notice of Temporary Disruption, see Appendix A.

Training for Employees:

Gentec Interntional. provides training to all employees who deal with customers and all those who are involved in the development and approval of customer service policies, practices and procedures. Training includes the following:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 (OADA) and the requirements of the Accessibility Standards for Customer Service
  • A review of Gentec Interntional. Customer Service Accessibility Policy, Practices and Procedures relating to the Accessibility Standards for Customer Service
  • How to interact and communicate with customers with various types of disabilities
  • How to interact with customers with disabilities who use an assistive device or require the assistance of a guide dog or service animal or a support person
  • What to do if a customer with a disability is having difficulty in accessing goods and/or services

All active employees will be trained on policies, practices and procedures that affect the way goods and/or services are provided to customers with disabilities. Employees returning from leave or hired on or will be trained within two (2) weeks of their return date or hire date.

In locations where Company-provided equipment or devices are available to assist customers with disabilities to access our goods and/or services, employees will receive the relevant training/instruction on how to use the equipment and/or devices. Employees will also be trained when changes are made to these policies, practices and procedures.

All staff who are not Gentec Interntional. employees shall undergo training by their employers as required by the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) as a condition to providing goods and/or services to Gentec Interntional customers.