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.
This policy sets out Jp2g’s customer service standards in providing goods and services to people with disabilities in Ontario. This accessibility plan outlines Jp2g’s policies to improve opportunities for people with disabilities.
Jp2g is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.
Providing Goods and Services to People with Disabilities
Jp2g is committed to excellence in serving all customers, including people with disabilities. Upon request, Jp2g will provide or arrange for the provision of accessible formats and communication supports for people with disabilities in a timely manner that takes into account the person’s accessibility needs, and at a cost that is no more than the regular cost charged to other people.
We will carry out the company’s functions and responsibilities in the following areas.
Jp2g will communicate with people with disabilities in ways that takes into account their disability. We will train our employees who communicate with customers on how to interact and communicate with people with various types of disabilities.
Jp2g is committed to providing fully accessible telephone service to its customers. We will train our employees to communicate with customers over the telephone in clear and plain language and to speak slowly.
Jp2g will offer to communicate with customers by way of e-mail or fax if telephone communication is not suitable to their communication needs or is not available.
Customer’s own assistive device(s)
People with disabilities may use their own assistive devices as needed when accessing Jp2g’s goods or services.
In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. For example, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.
Use of Service Animals and Support Persons
Jp2g is committed to welcoming people with disabilities who are accompanied by a service animal into Jp2g’s premises. Jp2g will ensure that our team members dealing with such customers and third parties are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
Jp2g is also committed to welcoming people with disabilities who are accompanied by a 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 Jp2g’s premises.
Jp2g will ensure that our process for giving and receiving feedback (e.g. via firstname.lastname@example.org) is accessible to people with disabilities. Accessible formats and communication supports will be provided upon request.
Jp2g's website and its content conform to WCAG 2.0. 3.4 Assistive Devices.
Notice of Temporary Disruption
Jp2g 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. The notice will be placed at all entrances and service counters on Jp2g’s affected premises.
Accessible Emergency Information
Jp2g is committed to providing the customers and clients with emergency information in an accessible way upon request. We will also provide employees with disabilities with an individualized emergency response plan as necessary.
Training for staff
Jp2g will provide training to all employees in 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 people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
- how to use alternative means to help provide goods or services to people with disabilities;
- what to do if a person with a disability is having difficulty in accessing Jp2g’s goods and services; and
- Jp2g’s policies, practices and procedures relating to this Ontario Accessibility Customer Service Standard.
Employees will be trained on policies, practices, and procedures that affect the way goods and services are provided to people with disabilities in Ontario. Employees will also be trained on an ongoing basis when changes are made to these policies, practices, and procedures.
Recruitment, Assessment, and Selection
Jp2g is committed to fair and accessible employment practices. Jp2g will notify employees and the public about the availability of accommodation for job applicants who have disabilities. Applicants will be informed that these accommodations are available, upon request, for the interview process and for other candidate selection methods. Where an accommodation is requested, Jp2g will consult with the applicant and provide or arrange for suitable accommodation. Successful applicants will be made aware of Jp2g’s policies and supports for accommodating people with disabilities.
Accesible Formats and Communication Supports for Employees
If an employee with a disability requests it, Jp2g will provide or arrange for the provision of accessible formats and communication supports for the following:
- Information needed in order to perform his/her job; and
- Information that is generally available to all employees in the workplace.
Jp2g will consult with the employee making the request to determine the best way to provide the accessible format or communication support.
Documented Individual Accomodation Plans
We will develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees who have been absent due to a disability.
“Redeployment” means the reassignment of employees to other departments or jobs within the organization as an alternative to layoff when a particular job or department has been eliminated by the organization. Redeployment is at Jp2g’s discretion.
The accessibility needs of employees with disabilities will be taken into account in the event of redeployment. Individual accommodation plans will be consulted, as required.
Modifications to this Policy
Jp2g is committed to developing customer service policies 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. This policy and its related procedures will be reviewed as required in the event of legislative changes.
Jp2g's ultimate goal is to meet and surpass customer expectations while serving customers with disabilities in Ontario. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Questions or comments about our Accessibility Policy are welcome and appreciated. Contact with Jp2g can be made in person, by phone, by e-mail, or by fax to:
Julie Lantos, Manager, Corporate Services
12 International Drive, Pembroke, ON K8A 6W5
Lauren Nowak, Corporate Services | Quality Manager
1150 Morrison Drive, Suite 410, Ottawa, ON K2H 8S9