Customer Service

Accessibility Policy

Purpose and Policy Statement

The goal of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is to create a more accessible Ontario by identifying, and to the fullest extent possible, preventing and eliminating barriers experienced by people with disabilities. A Standard for customer service has been established under the Act to ensure goods and services are, where possible, equally accessible to every member of the public.

Qualicom is committed to providing a barrier-free environment for our customers. The objective of this Policy is to ensure that we meet the requirements of the Standard and promote its underlying core principles, as described below.

Application
The Policy applies to all people who, on behalf of Qualicom, deal with members of the public or other third parties. This includes our employees, agents, and contractors.

Definitions

Accessibility Report - The report required to be filed pursuant to section 14 of the Act.

Assistive Device - Any device used to assist a person in performing a particular task or tasks or to aid that person in activities of daily living.

Disability - Has the same definition as is provided under the Act and Human Rights Code, R.S.O. 1990, c. H.19.

Service Animal - An animal is a service animal for a person with a disability if:

It is readily apparent that the animal is used by the person for reasons relating to his or her disability.
The person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
Support Person
A person who accompanies a person with a disability to assist with communication, mobility, personal care or medical needs or with access to goods or services.

"We", "Our" and "Staff"
Qualicom and its employees, agents and contractors.

Core Principles of the Policy
We endeavor to ensure that the Policy and related practices and procedures are consistent with the following core principles:

  • Dignity – Persons with a disability must be treated as valued customers as deserving of service as any other customer.
  • Equality of Opportunity – Persons with a disability should be given an opportunity equal to that given to others to obtain, use and benefit from our goods and services.
  • Integration – Wherever possible, persons with a disability should benefit from our goods and services in the same place and in the same or similar manner as any other customer. In circumstances where integration does not serve the needs of the person with a disability, goods and services will, to the fullest extent possible, be provided in another way that takes into account the person's individual needs.
  • Independence – Goods and services must be provided in a way that respects the independence of persons with a disability. To this end, we will always be willing to assist a person with a disability but will not do so without the express permission of the person.

Implementation
Qualicom takes the responsibility for:

  • Developing and implementing policies, practices and procedures to ensure the accessible provision of goods and services to persons with a disability.
  • Developing and implementing an accessibility training program as required under the Act.
  • Developing a feedback procedure as required under the Act.
  • Filing Accessibility Reports as required under section 14 of the Act.

Providing Goods and Services to People with Disabilities
Communication - Qualicom will communicate with people with disabilities in ways that take into account their disability. Approaches for communication are set out in our accessibility training program.

Mediums of accessible communication we currently employ include:

  • Online (website) for written communication.
  • Phone (personal assistance or self-service) for audio communication.
  • In person.
  • 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 goods and 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 endeavour 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.

Staff will receive training on various Assistive Devices that may be used by persons with a disability while accessing our goods and services.

Service Animals - Persons with a disability may enter Qualicom premises accompanied by a Service Animal, and keep the Service Animal with them, if the public has access to such premises and the Service Animal is not otherwise excluded by law.

Support Persons - A person with a disability may enter Qualicom premises with a Support Person and have access to the Support Person while on the premises.

Qualicom may require a person with a disability to be accompanied by a Support Person where it is necessary to protect the health or 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.

Notice of Temporary Disruptions
Qualicom will notify customers if there is a planned or unexpected disruption of a facility or service persons with a disability use to access our goods and services. The notice will be posted at the entrance of the applicable premises and on the home page of the Qualicom website.

The notice will include the following information:

  • That a facility or service is unavailable.
  • The anticipated duration of the disruption.
  • The reason for the disruption.
  • Alternative facilities or services, if available.

Training and Records
Qualicom will provide training, and ongoing training as required under the Act, to employees who deal with the public or other third parties on Qualicom behalf.

Content of Training - Training will include:

  • A review of the purpose of the Act and requirements of the Standard.
  • A review of the Policy.
  • How to interact and communicate with persons with various types of disabilities.
  • How to interact with persons with a disability who use an Assistive Device or require the assistance of a Service Animal or Support Person.
  • How to use equipment or devices made available on our premises to assist persons with a disability to obtain, use or benefit from our goods and services.
  • What to do if a person with a disability is having difficulty accessing our premises and/or services.

Timing of Training- Training will be provided to all persons to whom this Policy applies as soon as practicable after he or she is assigned the applicable duties.

Documenting Training - Records of the training provided, including the training protocol, the dates on which the training was provided and the number of participants will be maintained in accordance with the requirements of the Act.

Feedback Procedure
Receiving Feedback - Qualicom welcomes and appreciates feedback regarding this Policy and its implementation. Feedback can be provided in the following ways:

  • In person at Qualicom head office.
  • By telephone at 416-492-3833.
  • In writing to 401-3389 Steeles Ave. E., Toronto, ON, M2H 3S8.
  • By fax at 416-492-8603
  • By email

Responding to Feedback
Qualicom will acknowledge and respond to any feedback, comments, or complaints in writing or any other means specified by a customer within 10 business days.

All feedback, comments, or complaints will be directed to Qualicom management committee for review.

Documentation To Be Made Available
This Policy will be posted at the front desk of all Qualicom premises.

Format of Documents
Qualicom will provide documents, or the information contained in documents, required to be provided under the Standard, to any person with a disability in a format that takes the person's disability into account.