Accessible Customer Service Policy
Providing Goods and Services to People with Disabilities
SURVALENT TECHNOLOGY Canada Corporation is committed to excellence in serving all customers including people with disabilities.
Assistive Devices
We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.
Communication
We will communicate with people with disabilities in ways that take into account their disability.
Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for support persons.
Notice of Temporary Disruption
In the event, of a planned or unexpected disruption to services or facilities for customers with disabilities i.e. washrooms or entrance ways. SURVALENT TECHNOLOGY Canada Corporation will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
Training for Staff
SURVALENT TECHNOLOGY Canada Corporation will provide training to employees, volunteers and others who deal with the public or third parties on their behalf.
Individuals in the following positions will be trained: reception, sales, human resources, managers, shipping & receiving at minimum. The training will be provided to new staff during orientation.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
- SURVALENT TECHNOLOGY Canada / Survalent Technology Corporation’s plan related to 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 assistive devices.
- What to do if a person with a disability is having difficulty in accessing SURVALENT TECHNOLOGY Canada / Survalent Technology Corporations’ goods and services.
Staff will also be trained when changes are made to our plan.
Feedback Process
Customers who wish to provide feedback on the way SURVALENT TECHNOLOGY Canada Corporation provides goods and services to people with disabilities can contact the Vice President, Human Resources through mail, email: hr@survalent.com or contact via telephone: (905) 285-2220.
Customers can expect to hear back within 5 business days.
Complaints will be addressed according to our organization’s regular complaint management procedures.
Modifications to this or other policies
Any policy of SURVALENT TECHNOLOGY Canada Corporation that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Accessibility Policies & Multi-Year Accessibility Plan for Survalent Technology Corporation
This 2014 accessibility plan outlines the policies and actions that Survalent Technology Corporation will put in place to improve opportunities for people with disabilities.
Survalent Technology Corporation is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity.
We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.
Accessible Emergency Information
Survalent Technology Corporation is committed to providing our customers and clients with publicly available emergency information in an accessible format. Employees who have disabilities will be provided with individualized emergency response information upon request.
Training
Survalent Technology Corporation will provide training to employees, volunteers and other staff members on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members.
Information and communications
Survalent Technology Corporation is committed to meeting the communication needs of people with disabilities. We will consult people with disabilities to determine their information and communication needs.
Survalent Technology Corporation will ensure all new internal & external websites and content on those sites conform to WCAG 2.0 Level A. The company will work with members of the IT department to meet website accessibility needs.
Survalent Technology Corporation will ensure all website and content conform to WCAG 2.0, Level AA by January 1, 2021. The company will work with members of the IT department to meet website accessibility needs.
Survalent Technology Corporation will continuously review WCAG guidelines to ensure we comply with all changes and updates.
Survalent Technology Corporation will ensure existing feedback processes are accessible to people with disabilities upon request. Human Resources will ensure processes for receiving and responding to feedback is accessible to persons with disabilities. Human Resources will arrange for the provision of accessible formats and communication supports upon request.
Survalent Technology Corporation will ensure all publicly available information is made accessible upon request by January 1, 2016. Survalent Technology Corporation will consult with the person making the request to determine the suitability of an accessible format or communication support. Human Resources will be responsible for governing requests from the public.
Employment
Survalent Technology Corporation is committed to fair and accessible employment practices. Survalent Technology Corporation will accommodate people with disabilities during the recruitment and assessment processes and when people are hired to allow equal access to employment opportunities.
Survalent Technology Corporation will develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability.
Survalent Technology Corporation will ensure the accessibility needs of employees with disabilities are taken into account during the performance management, career development and redeployment processes. The company shall meet this commitment by modifying current processes and considering individual accommodations upon request.
Survalent Technology Corporation is committed to the prevention and removal of accessibility barriers identified. Human Resources should be contacted when barriers are identified in order for accommodation requests to be facilitated.
Survalent Technology Corporation will review policies & its accessibility plan on an ongoing basis. For more information on this accessibility plan or accessible formats of this document, please contact the Human Resources Department the HR Manager at via:
Email: hr@survalent.com
Telephone: (905) 285-2220
Mail: Survalent Technology Corporation, 7965 Heritage Road Brampton Ontario, L6Y 5X5
