Lifesaving Society Accessible Customer Service Policy
The Lifesaving Society is committed to treating all individuals with dignity and respect. The Lifesaving Society supports the goals of the Accessibility for Ontarians with Disabilities Act (AODA) and is committed to providing customer service in a manner that respects the dignity and independence of people with disabilities.
The Society welcomes individuals with disabilities and will:
- Accommodate the individual to the best of our ability.
- Understand the use of various assistive devices.
- Communicate with the individual in ways that take into account their disability.
- Provide access for service animals accompanying the individual to areas of our premises that are open to the public.
- Provide access to a support person accompanying the individual to areas of our premises open to the public.
In the event of a planned or unexpected disruption to services or facilities for individuals with disabilities, the Lifesaving Society will communicate the reason for the disruption and its anticipated length, promptly and clearly using communication vehicles specific to the circumstances (e.g., verbal explanation, notice posted on premises, e-mail, voice mail advice, and website).
Training
The Lifesaving Society will provide training to individuals who deal with the individuals with disabilities. This includes office staff, office volunteers, contract trainers and individuals paid by the Society to conduct Safety Audits and Inspections.
- Training includes information on the Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11 and the requirements of the Accessibility Standards for Customer Service, O. Reg. 429/07.
- Training will take the form of a mandatory online module including a quiz with the passing mark of 100%.
- Staff will be retrained as required or when changes are made to the Lifesaving Society's plan.
- The Lifesaving Society shall ensure that training records are maintained, including dates when training is provided and the number of employees who received training.
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Feedback process
Individuals who wish to provide feedback on the way the Lifesaving Society provides goods and services to individuals with disabilities can do so in person, by telephone, in writing or by electronic means. The Lifesaving Society shall:
- Acknowledge the feedback promptly.
- In the case of a complaint, investigate and contact the individual to clarify if necessary.
- Notify the individual of the outcome.
- Take appropriate measures to modify practices as required.
Contact us
Call 416-490-8844 and speak with the Senior Operations Officer.
or
Email the Senior Operations Officer
or
Write to the Senior Operations Officer and send mail to 400 Consumers Rd., Toronto, ON, M2J1P8
Amendments to this policy
This policy is effective April 26, 2012. The Society reserves the right to review and revise the Accessible Customer Service Policy as required and without notice.