Contact Resource Services Accessible Customer Service Plan


Providing Goods and Services to People with Disabilities

Contact Resource Services Inc. 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 or 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.


Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Contact Resource Services Inc. 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.

The notice will be placed at all entrances at:

Contact Resource Services Inc.
2070 Hadwen Road
Mississauga, ON
L5K 2C9


Training

Contact Resource Services Inc. will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of polices, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained:

  • Managers
  • Call Centre Agents
  • Administrators

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • Contact Resource Services' 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 equipment or devices, e.g. TTY, wheelchair lifts, etc. available on-site or otherwise that may help with providing goods or services to people with disabilities.
  • What to do if a person with a disability is having difficulty in accessing Contact Resource Services Inc.

Staff will also be trained when changes are made to this plan.


Feedback process

Customers who wish to provide feedback on the way Contact Resource Services Inc. provides goods and services to people with disabilities may send them by the following methods:

Mail:
Contact Resource Services Inc.
Attention: Human Resources Department
2070 Hadwen Road
Suite 300
Mississauga, ON
L5K 2C9

Email: hr@contactresource.com
Phone: 905-855-8106 ext. 1206
Fax: 905-403-8258

All feedback will be directed to David Finn – General Manager. Customers can expect to hear back in 48 hours.

Complaints will be addressed according to our organization’s regular complaint management procedures.


Modifications to this or other policies

Any policy of Contact Resource Services Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.