Accessibility Standard for Customer Service - Tannis Food Distributors

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STATEMENT of POLICY and PROCEDURE Manual: Accessibility Standards SPP No. AS 2.01A Section: Customer Service Issued: Sept. 15, 2011 Subject: Issue to: Customer service policy on providing goods and service to people with disabilities All manual holders Effective: Page: 6 of 10 Replaces: Issued by: Conrad Turner Dated: New 7.06 Notice of temporary disruption a) Tannis will provide customers 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, its anticipated duration, and a description of alternative facilities or services, if available. b) The notice will be placed at all public entrances and service counters on our premises. See appendix A 7.07 Training for staff a) Tannis will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures b) This training will be provided to new employees during their orientation. c) Training will include the following: The purposes of the Accessibility for Ontarians with Disabilities Act 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 2.01A-6
STATEMENT of POLICY and PROCEDURE Manual: Accessibility Standards SPP No. AS 2.01A Section: Customer Service Issued: Sept. 15, 2011 Subject: Issue to: Customer service policy on providing goods and service to people with disabilities All manual holders Effective: Page: 7 of 10 Replaces: Issued by: Conrad Turner Dated: New How to use the equipment available on provider’s premises or otherwise that may help with the provision of goods or services to people with disabilities What to do if a person with a disability is having difficulty in accessing Tannis’ goods and services d) Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures. 7.08 Feedback process a) The ultimate goal of Tannis 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 welcome and appreciated. b) Feedback regarding the way Tannis provides goods and services to people with disabilities can be made in writing using the feedback form, by email, telephone or verbally. All feedback will be directed to the Dept. Head. Customers can expect to hear back (if required) within thirty days. c) Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures. d) Upon receipt, the Dept.Head will investigate the matter with the appropriate personnel and provide a written response (if required) within thirty (30) days. See appendix B 2.01A-7
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Accessibility Standard for Customer Service - Tannis Food Distributors

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