AODA Customer Service Standards Policy

Policy

Optelian is committed to providing goods and services to persons with disabilities in a way that is consistent with the principles of independence, dignity, integration and equal opportunity.

Scope

This policy applies to:

1. the delivery of all goods and services in the Province of Ontario by Optelian
2. all Optelian employees and contingent workers who work in Ontario and others who provide service in Ontario regardless of where they are located, as well as third parties who interact with the public on behalf of Optelian in Ontario.

Customer Service Plan

1. Support Persons, Service Animals and Assistive Devices
   It is Optelian policy to allow support persons, service animals and assistive devices on the premises and in all situations where a disabled Customer requires the service animal to access Optelian goods and services. If a person with a disability is hindered or prevented from accessing goods or services using their service animal or assistive device, Optelian will consult with the person and accommodate them by providing an alternative wherever possible.
   
   

2. Notice of Temporary Service Disruptions
   If any services to accommodate disabled Customers are interrupted, Optelian will post a notice in a conspicuous place and if possible, customers affected will be notified.
   
   

3. Training
   To create awareness and ensure compliance, Optelian will provide AODA training to all employees and contingent workers, who work in Ontario, provide service in Ontario or interact with Ontarians.
   
   Records will be kept indicating the date and training provided, and the number of individuals to whom it was provided.
   
   
4. Feedback Process
   An accessible process for customers to provide feedback or complaints is available upon request, and can be completed in a variety of alternative methods. Customers can request a feedback form from Optelian’s AODA officer via, email, fax, mail or telephone.
   
   Customers will hear back from the AODA Officer within 10 days of receipt of formal feedback.
   
   
5. Availability of Documents
   All documents relating to the Customer Service Standard of the Accessibility for Ontarians with Disabilities Act (AODA) will be made available upon request and in a format that takes into account the customer’s disability. To make such a request, the customer is asked to contact Optelian’s AODA Officer via email, fax, mail or telephone.
   
   
6. Administration
   This policy and its related procedures will be reviewed as required in the event of legislative changes.
   
   Any policy of Optelian that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
   
   
7. Optelian AODA Officer Contact Information
   Mail: 1 Brewer Hunt Way, Ottawa, ON K2K 2B5, Canada
   Phone: (613) 287-2000
   Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
   Fax: 613-287-2003