AODA Customer Service Policy
Jones Brown strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people 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.
Jones Brown strives to carry out its functions and responsibilities in the following areas:
We are committed to serving people who need assistive devices to obtain, use or benefit from our goods and services.
We will communicate with people with disabilities in ways that take into account their disability.
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.
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 Jones Brown’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.
Fees will not be charged for support persons for admission to Jones Brown’s premises.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities or services usually used by people with disabilities, Jones Brown will notify its customers promptly. This notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
The notice will be placed at the elevator access, doors, reception and any other location as needed.
Jones Brown will provide training to employees, volunteers and others who deal with the public or other organizations on behalf of the Company and all those who are involved in the development and approval of customer service policies, practices and procedure.
Training will be provided to all employees in Ontario as soon as practical following their start date.
Training will include:
- An overview 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 people 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 Jones Brown’s goods and services
The ultimate goal of Jones Brown is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations
are being met are welcomed and appreciated.
Customers who wish to provide feedback on the way Jones Brown provides goods and services to people with disabilities can email firstname.lastname@example.org or call our front desk at 416-408-1920 and asked to be connected to the HR Department. All feedback will be directed to the HR department, as well as the department involved. Customers can expect to hear back in 24 – 48 hours. Complaints will be addressed according to our organization’s regular complaint management procedures.
Modifications to this or other policies
Any policy of Jones Brown that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities in accessing our goods and services will be modified or removed.
Availability of AODA Documents
All documents required by the Accessibility Standards for Customer Service are available upon request, subject to privacy protection laws. When providing such documents to a person with a disability, Jones Brown will provide the document, or the information contained in the document, in a format that takes into consideration the person’s disability.
Questions about this policy
This policy strives to provide all employees and customers 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.
If anyone has questions about this policy kindly contact the Human Resources Department at Jones Brown.