A standard for customer service (“the Standard”) has been established under the Accessibility for Ontarians with Disabilities Act to ensure goods and services are, where at all possible, equally accessible to every member of the public by identifying, and to the extent possible, preventing and eliminating barriers experienced by persons with a disability – both visible and non-visible.
Bryan’s Fuel is committed to providing a barrier-free environment for our customers. The objective of this policy (the “Policy”) is to ensure we meet the requirements of the Standard and promote its underlying core principles, described below.
Our goal is to ensure that the Policy and related practices and procedures are consistent with the following core principles:
Persons with disability must be treated with dignity as valued customers, and given equality of opportunity through integration to obtain, use and benefit our goods and services while respecting the independence of the person.
Bryan’s Fuel has identified Customer Service Manager of the company to be held responsible for development, implementation and training of policies, practices and procedures for achieving this Customer Service standard.
1.1 PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES
Accessible Mediums of Communication
Bryan’s Fuel strives to communicate with members of the public in a manner that is accessible. Mediums of accessible communication we currently employ include:
In person meetings and installations
Posted signage within our facility
Communicating with Persons with a Disability
Bryan’s Fuel strives to communicate with persons with a disability in a manner that takes into account the disability. Approaches for communication are set out in our accessibility training program.
II. Assistive Devices
Persons with a disability are permitted, where possible, to use their own Assistive Device when on our premises for the purposes of obtaining, using or benefiting from our good or services.
If there is a physical, technological or other type of barrier that prevents the use of an Assistive Device on our premises, we will first try to remove that barrier. If we are not able to remove the barrier, we will ask the person how he/she can be accommodated and what alternative methods of service would be more accessible to him/her. We will make best efforts to provide an alternative means of assistance to the person with a disability.
III. Accessibility at our Premises
It should be noted that while the second floor is accessible only by stairs, the main floor is fully accessible to the disabled. Should assistance be required to open the front door, a convenient buzzer is available to summons a CSR.
IV. Service Animals
Any customer that requires a service animal will be allowed to have the service animal accompany him/her to any area within Bryans Fuel’s office locations that is accessible to customers or the general public. Animals are considered service animals if it is readily apparent that the animal is used by the person for reasons related to his or her disability; or the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability.
If the Company becomes aware that the presence of any service animal adversely affects the health of any employee or member of the public, every effort will be made to ensure that both the health and safety rights of the individuals and the accessibility rights of customer are met. If no solution can be reached to meet both goals, the health and safety of any individual will take priority and the Company will find an alternate means to provide the service to the customer or member of the public.
V. Support Persons
Persons with a disability may enter Bryan’s Fuel premises with a Support Person and have access to the Support Person while on the premises.
Bryan’s Fuel may require a person with a disability to be accompanied by a Support Person where it is necessary to protect the health and safety of the person with a disability or the health or safety of others on the premises.
Staff will receive training on how to interact with persons with a disability who are accompanied by a Support Person.
1.2 TRAINING AND RECORDS
Bryan’s Fuel will provide initial training and ongoing training as required under the Act, to all persons to whom this Policy applies as well as those persons charged with developing this policy and related procedures and practices.
1.3 FEEDBACK PROCEDURE
Bryan’s Fuel welcomes and appreciates feedback regarding this Policy and its implementation. Feedback can be provided in the following ways:
In-person at points of entrance at main office entrance using the Feedback form provided upon request.
By Telephone at 519-941-2401
In Writing to:
400 Richardson Road,
Electronically via our website.
Responding to Feedback
Bryan’s Fuel has a feedback protocol to enable it to receive and respond to comments, including complaints. The feedback protocol is available upon request.
1.4 DOCUMENTATION TO BE MADE AVAILABLE
This policy, and related practices and protocols, shall be made available to any member of the public upon request.
1.5 FORMAT of DOCUMENTS
Bryan’s Fuel will provide documents, or the information contained in documents, required to be provided under the Standard, to a person with a disability in a format that takes the person’s disability into account.