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Accessible Customer Service Policy

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Accessible Customer Service Policy

As an organization whose mandate it is to assist Canadians with disabilities in receiving the Disability Tax Credit, The National Benefit Authority is committed to diversity, inclusion and accessibility in everything we do.  These core values are fundamental to the way we do business and come through in the experiences we design for our employees, partners and clients alike.  With this in mind, we are continuously taking steps to improve the overall accessibility of The National Benefit Authority experience.

In compliance with the Accessibility for Ontarians with Disabilities Act (AODA), The National Benefit Authority wishes to make available our Customer Service policy:

OUR COMMITMENT

The National Benefit Authority is committed to providing accessibility and equitable customer service to each and every one of our diverse and valued customers.  We strive to design our services so that they are accessible to all persons with disabilities, and we are committed to providing those services in a manner that respects the dignity and independence of persons with disabilities.

USE OF SERVICE ANIMALS AND SUPPORT PERSONS

Service Animals

Persons with disabilities may enter any The National Benefit Authority premises accompanied by a service animal and keep the animal with them, if the public has access to such premises, and the animal is not otherwise excluded by law.  While visiting The National Benefit Authority, it is the responsibility of the person with a service animal to control the animal at all times.

In the event that an employee or customer of The National Benefit Authority is allergic to animals, alternative arrangements will be negotiated.

Support Persons

Persons with disabilities may enter The National Benefit Authority premises accompanied by a support person and may have access to that support person at all times.

The National Benefit Authority may require a person with a disability to be accompanied by a support person while on The National Benefit Authority premises in situations where it is necessary to protect the health and safety of the person with a disability, or the health and safety of others on the premises.

Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.

NOTICE OF TEMPORARY DISRUPTION

The National Benefit Authority will make reasonable effort to provide customers with notice in the event of a disruption in the facilities or services usually used by people with disabilities.  This notice will include information about the reason for the disruption, and its anticipated duration, and a description of alternative facilities or services, if available.  We may not be able to give advance notice in case of an emergency disruption.

In order to make information accessible, the signs and printed notices should be clearly laid out.  The signs and printed notices will be displayed prominently at the entrance to The National Benefit Authority office.

TRAINING FOR CUSTOMER SERVICE REPRESENTATIVES

The National Benefit Authority will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Service.  In addition, training will be provided on a continuous basis to all newly hired Customer Service Representatives of The National Benefit Authority as part of our on-boarding process.

A record of training received by The National Benefit Authority employees will be kept by the Human Resources department.  Training will include:

  • The purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
  • The requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/08);
  • Information about The National Benefit Authority Coffee policies and procedures pertaining to the provision of The National Benefit Authority services to persons with disabilities;
  • How to interact and communicate with persons with various types of disabilities;
  • What to do if a person with a disability is having difficulty accessing The National Benefit Authority Coffee location;
  • How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person;

FEEDBACK PROCESS

The National Benefit Authority welcomes feedback, including feedback about the delivery of our services to persons with disabilities. The National Benefit Authority will investigate and respond to all complaints relating to such services in a timely, thorough and objective manner.  All customers can submit feedback or questions to the Human Resources Department by phone at 1-888-389-0080, or by email at [email protected]

MODIFICATIONS TO THIS OR OTHER POLICIES

The National Benefit Authority is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities.  The National Benefit Authority retains the right to amend or change this policy at any time; however, any such change will only be made after considering the impact on people with disabilities.

For more information:

http://www.mcss.gov.on.ca/en/mcss/programs/accessibility/understanding_accessibility/aoda.aspx

Download: NBA Accessible Customer Service Policy.pdf