Accessibility

Statement of Commitment

Calstone is committed to excellence in servicing the public including persons with disabilities, whether in person or on the phone. Calstone is committed to providing its goods and services in a way that respects the dignity and independence of persons with disabilities. We are also committed to giving persons 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.

Policy

AODA - Integrated Accessibility Standards Regulation (IASR) Customer Service

Purpose

This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

Calstone Inc. is committed to excellence in servicing the public including persons with disabilities, whether in person or on the phone. Calstone is committed to providing its goods and services in a way that respects the dignity and independence of persons with disabilities. We are also committed to giving persons 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.

Scope

This policy applies to the provision of services at premises owned and operated by Calstone Inc. This policy applies to employees, agents and/or contractors who deal with the public or other third parties that act on behalf of Calstone Inc., including when the provision of services occurs off the premises such as in installation services.

The section of this policy that addresses the use of guide dogs, service animals and service dogs only apply to the provision of services that take place at premises owned and operated by Calstone Inc. This policy shall also apply to all persons who participate in the development of the Calstone Inc. policies, practices and procedures governing the provision of services to members of the public or third parties.

Responsibility

If you have any questions or concerns about this policy or its related procedures, please contact:

Jamie Ecclestone
Acting Human Resources Manager
Phone: 416-298-9137 x119
Address: 1060 Tapscott Road, Scarborough, ON M1X 1E7
E-mail: Jamie@calstoninc.com

This policy and its related procedures will be reviewed as required in the event of legislative changes.

Definitions

Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
a condition of mental impairment or a developmental disability;
a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
a mental disorder; or
an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Guide Dog – is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.

Service Animal – as reflected in Ontario Regulation 429/07, 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; or
if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Service Dog – as reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:

it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability;
or the person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

Support Person – as reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

Procedures

Providing goods and services to persons with disabilities:

Calstone is committed to excellence in serving all customers including persons with disabilities and we will carry out our functions and responsibilities in the following areas:

Communication

We will communicate with persons with disabilities in ways that take into account their disability.

We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone Services

We are committed to providing fully accessible telephone service 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.

We will offer to communicate with customers by text to voice if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices

We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff who have contact with the public as part of their regular duties are trained and familiar with various assistive devices that may be used by people with disabilities.

Billing

We are committed to providing accessible invoices to all our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, e-mail.

Use of service animals and support persons

We are committed to welcoming persons with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties; however, we may be required to limit the presence of a service animal if it is determined that such presence may create unnecessary safety risk to the visitor or our staff (i.e. manufacturing and warehouse sites, etc.). We will also ensure that all staff and others dealing with the public are properly trained in how to interact with persons with disabilities who are accompanied by a service animal.

The person that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all times.

We are committed to welcoming persons 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 Calstone premises 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.

Notice of temporary disruption

In the event of a planned or unexpected disruption to our ability to service people with disabilities, Calstone will notify the public where possible. A clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a means of how to access our facilities or services. The notice will be placed at all entrances, reception, and on the company website, if appropriate.

Training for staff

Calstone will provide training to active employees, and others who deal with the public or other third parties on our behalf, and all those who are involved in the development and approval of customer service policies, practices and procedures.

This training will be provided to new staff as part of the company orientation program.

Training will include the following:

The purposes of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the customer service standard.
How to interact and communicate with people with various types of disabilities.
How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person.
What to do if a person with a disability is having difficulty in accessing Calstone Inc’s goods and services.
Calstone’s policies, practices and procedures relating to the customer service standard.

Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to persons with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback process

The ultimate goal of Calstone Inc. is to meet customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Should anyone wish to provide feedback to Calstone with respect to our provision of services to persons with disabilities, they may do so through our corporate website at www.calstoneinc.ca. All feedback will be directed and reviewed by the Human Resources Manager and a response provided to the originating party within ten days.

This policy is issued under the authorization of Jim Ecclestone, President of Calstone Inc.