AODA Policy

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ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES:
PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

 

Purpose

POLAR PAK Inc. is committed to excellence in providing goods and services to all of its customers and their representatives, including people with disabilities.

 

Scope

A) This policy applies to the provision of goods and services at premises owned and operated by the Company.

 

B) This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of the Company, including when the provision of goods and services occurs off the premises of the Company such as in: delivery services, vendors and sales & marketing services.

C) The section of this policy that addresses the use of service animals and service dogs only applies to the provision of goods and services that take place at premises owned, controlled, and operated by the Company.  

 

D) This policy shall also apply to all persons who participate in the development of the Company’s policies, practices and procedures governing the provision of goods and services to members of the public or third parties.

 


Policy

1. Providing goods and services to people with disabilities

 

The Company is committed to excellence in providing goods and services to all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

 

A) Communication


We will communicate with people 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.

 

B) 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 e-mail, in print, or other formats if telephone communication is not suitable to their communication needs or is not available.

 

C) Assistive devices


We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

 

 

2. Use of service animals and support persons

 

We are committed to welcoming people 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, unless the service animal is otherwise excluded from the area by law. We will also ensure that all employees and others dealing with the public or other third parties are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

 

We are committed to welcoming people 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 the Company’s 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.  Unless there are overriding health and safety concerns, the person with a disability may choose not to be accompanied by his or her support person at all times.

 

3. Notice of temporary disruption

 

The Company will promptly provide employees/visitors with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available.

 

The notice will be placed at the reception area of the relevant location(s). Depending on the circumstances, it may not be feasible to provide prior notice in case of an emergency service disruption; updated information will also be available at the reception area of the relevant location(s).

 

4. Training of staff

 

The Human Resources department will provide training to all employees, volunteers, co-op students, and others who deal with the public or other third parties on POLAR PAK®’s behalf, and all those who are involved in the development and approvals of POLAR PAK’s customer service policies, practices and procedures.

 

This training will be provided to new employees, volunteers, co-op students, and others at the time of orientation and to existing affected employees, volunteers, co-op students, and others. Applicable employees, volunteers, co-op students, and others will be trained on policies, practices and  procedures that affect the way services are provided to people with disabilities. They will also be trained on an ongoing basis when changes are made to these policies, practices and procedures

The Training will include the following

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard
  • Understanding the potential needs associated with various disabilities
  • How to interact and communicate with persons with various types of disabilities
  • Essential Customer Service Skills
  • What to do if a person with a disability is having difficulty accessing POLAR PAK’s goods or services
  • Dealing with Difficult Situations
  • How to use equipment or devices, where provided, available on-site or otherwise, that may help with providing goods or services to persons with disabilities
  • The Company’s policies, practices and procedures relating to the Customer Service Standard. Training records will be made and maintained in accordance with the requirements of the Customer Service Standard.
 
 

5. Feedback process

 

The ultimate goal of the Company is to meet and surpass individual expectations while serving and providing goods to individuals with disabilities. Comments on our goods or services regarding how well those expectations are being met are welcome and appreciated. Feedback can be provided by

completing the Feedback Form available at the reception.

 

All feedback will be directed to the Human Resources Department. Individuals can expect to hear back in 21 business days. Concerns will be addressed according to POLAR PAK’s standard management practices.

 

POLAR PAK shall ensure that feedback processes are accessible by providing or arranging for the provision of accessible formats and communication supports upon request.

 

6. Modifications to this policy

 

We are committed to developing customer service policies and procedures that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.

 

7. Availability of Documents

 

POLAR PAK has prepared the documentation required under the Customer Service Standard, and will provide it upon request.

 

8. Questions about this policy

 

This policy exists to achieve excellence in providing goods and services to individuals with disabilities. If anyone has a question about the policy, or if the purpose of a policy or procedure is not understood, an explanation will be provided by the Human Resources Manager of the Company.

 

Accessibility for Ontarians with Disabilities Act (AODA) Customer Service Feedback Form Thank you for visiting POLAR PAK. We value all of our customers and strive to meet everyone’s needs.

 

Yes
No
Somewhat
Yes
No
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Yes
No
Somewhat
 

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