Accessible Customer Service Policy
ACCESSIBLE CUSTOMER SERVICE POLICY
ROYAL LEPAGE FIRST CONTACT REALTY
PURPOSE AND OBJECTIVES OF THE ACCESSIBLE CUSTOMER SERVICE POLICY
In fulfilling its mission, Royal LePage First Contact Realty strives at all times to provide its goods and services in a way that respects the dignity, independence and full social inclusion of people with disabilities. We are 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.
Royal LePage First Contact Realty is committed to serving all our customers including those with disabilities in ways that meet or exceed their expectations. We will carry out our functions and responsibilities in the following manner:
When communicating with customers with disabilities, we shall do so in ways that take into account their disability. Staff and others who act on Royal LePage First Contact Realty’s behalf who communicate with customers will be trained on how to interact and communicate with people with various types of disabilities in ways that will best meet their needs.
2.2 Telephone Services
a) We are committed to providing accessible telephone services to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
b) We will offer to communicate with customers by email or regular mail if telephone communication is not suitable to their communication needs or is not available.
2.3 Use of assistive devices, service animals and support persons
a) Assistive devices
i) We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit form our goods and services. We will train our staff to familiarize them with various assistive devices available on our premises.
ii) Persons with disabilities shall be permitted to obtain, use or benefit from goods or services through the use of their own assistive devices. Exceptions may occur in situations where Royal LePage First Contact Realty, has determined that the assistive device may pose a risk to the health and safety of a person with a disability or the health and safety of others on the premises. In these situations, if a person with a disability is hindered from accessing goods or services, an alternative accommodation shall be provided where possible.
b) Service Animals
We are 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 unless otherwise prohibited by law. We will also ensure that all staff dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
c) Support persons
We are 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 premises open to the public or other third parties 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 our premises.
Where there is a fee associated with participating in a Royal LePage First Contact Realty event, course, etc. the support person is permitted to attend at no cost. Please note that the support person is responsible for other services such as food, lodging, etc. however Royal LePage First Contact Realty, will work to facilitate payment arrangements in this regard.
2.5 Notice requirements re: service animals and support persons
As space for Royal LePage First Contact Realty organized events, courses, etc, may be limited and to ensure they can be accommodated, customers need to provide notice and or provide documentation that they require the support of a service animal or support person.
2.6 Notice of temporary disruption
a) Royal LePage First Contact Realty 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.
b) The notice will be placed at all public entrances and service counters on our premises.
c) If the disruption is long-term an announcement will also be posed on the organization website to inform all customers of the location, duration of the disruption and alternative solutions.
We are committed to providing accessible invoices to all of our customers and will make every effort to provide alternative formats of invoices in a timely manner upon request.
2.8 Training for staff
a) Royal LePage First Contact Realty will provide customer services training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.
b) This training will be provided in the Employee Orientation package that staff receive when hired.
c) Training will include the following:
i) The purpose of the Accessibility for Ontarians with Disabilities Act 2005 and the requirement of the Customer Service Standards under the Accessibility Standards for Customer Service, Ontario Regulation 429/07
ii) How to interact and communicate with people with various types of disabilities.
iii) How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
iv) Familiarize employees with personal assistive devices and train employees on how to use devices on premise, such as automatic doors, TTY, etc. that may help with the provision of goods or services to people with disabilities.
v) What to do if a person with a disability is having difficulty in accessing Royal LePage First Contact Realty’s goods and services.
vi) Royal LePage First Contact Realty’s policies, practices and procedures relating to the customer service standard.
d) Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
2.9 Feed back Process
a) Since the ultimate goal of Royal LePage First Contact Realty is to meet and surpass customer expectations while serving customers with disabilities, comments on how well those expectations are being met are welcomed and appreciated. Feedback regarding the way Royal LePage First Contact Realty proves good and services to people with disabilities can be made by contacting:
i) by phone: 705.728.4067
ii) by e-mail: firstname.lastname@example.org and reference “accessible customer service” in the subject line.
iii) in person or by mail:
299 Lakeshore Drive, Barrie, Ontario, L4N 7Y9 to the attention of: Barbara Frueh, Broker of Record
b) Feedback will be used to improve Royal LePage First Contact Realty’s customer service. Customers can expect to hear back from Royal LePage First Contact Realty within 5 business days in the format in which the feedback was received.
2.10 Modifications to this or other policies
We are committed to developing and updating 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.
2.11 Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, please contact Royal LePage First Contact Realty as outlined under the Feedback section of this policy.