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ACCESSIBILITY STANDARD FOR CUSTOMER SERVICE
The Town of Penetanguishene has developed an Accessible Customer Services Policy. The Policy includes information on the following: - Providing good and services to people with disabilities
- Communication
- Use of service animals, support persons and assistive devices
- Notice of temporary disruptions
- Staff training on customer services
- Accessibility of meetings
- Feedback process
- Format of town documents
- Notice of availability of documents
Accessible Customer Service TrainingTown of Penetanguishene Council, Committees, Boards, employees and volunteers are required to complete accessible customer service training which includes: - The purpose of the Act
- How to interact with people with various disabilities
- How to interact with people who use the assistance of a service animal or support person
In addition to customer service training, Town staff has access to an online Guidebook to assist them in delivering and maintaining accessible customer service by: - Being aware of accessibility features at/for Town facilities
- Providing tips on how to maintain these accessibility features
- Being aware of various tools available to assist with customer service such as assistive devices
- Knowing when and how to report a disruption of service
- Knowing how to collect Customer Feedback
This Guidebook is a “living” document which will be improved and updated as best practices are identified and new opportunities of improvement arise.
Training required for Town of Penetanguishene suppliers of goods and services The contractors, vendors, and individuals that the Town of Penetanguishene has contracted to provide goods or services must ensure that they and their employees are trained on providing accessible customer service. Training can be achieved by reading through the "Understanding Accessible Customer Service Training Booklet".
Once contractors/vendors have trained their staff, they will be considered compliant by the Town of Penetanguishene upon completion and return of the "Accessibility Compliance Form" to the Accessibility Coordinator
What businesses have to do to comply with the Accessibility Standards for Customer Service? To find out more on the requirements for private businesses under the legislation and how to comply, please: - Visit: www.AccessON.ca/compliance
- Call 1-866-515-2025, TTY: (416) 325-2408, TTY Toll Free: 1-800-268-7095
- or Fax: (416) 325-3407
Customer Feedback The Town of Penetanguishene welcomes customer feedback to identify areas where changes need to be considered and ways in which the Town can improve the delivery of accessible goods and services. The Customer Service Feedback Formcan be completed All documents required under the customer service standard are available upon request.
Town of Penetanguishene
Attention: Accessibility Coordinator
10 Robert Street West
P.O. Box 5009
Penetanguishene, ON L9M 2G2
Phone: (705) 549-7453 x211
FAX: (705) 549-3743
Email: scooper@penetanguishene.ca
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