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ACCESSIBILITY POLICY FOR GARDINER TREE TRIMMING & REMOVAL LTD.

1. Background and Purpose

This Accessible Customer Service Policy is made under the Accessibility Standards for Customer Service Regulation under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”).

The objective of this Accessible Customer Service Policy is to identify, develop and implement accessible standards to improve access to Gardiner Tree Trimming & Removal Ltd.’s goods and services to persons with disabilities.

2. Our Commitment

Gardiner Tree Trimming & Removal Ltd. strives at all times to provide goods and services in a way that respects the dignity and independence of persons with disabilities. Gardiner Tree Trimming & Removal Ltd. is committed to providing persons with disabilities the same opportunity to access our goods and services and to benefit from these goods and services in the same place and in a similar way as other persons. Gardiner Tree Trimming & Removal Ltd. will strive to ensure that its policies, practices and procedures are consistent with the following core principles outlined in the AODA:

  • Dignity – Goods and services are provided in a manner that is respectful to a person’s disability.
  • Independence – Goods and services are provided in a manner that respects a person’s right to do for him or herself and to choose the way he or she wishes to receive the goods and services.
  • Integration – Goods and services are accessible in an inclusive manner with full participation as the ultimate goal.
  • Equal Opportunity – Goods and services are provided in a manner that allows persons with disabilities the same chances, options, benefits and results as others.
3. Scope

This Accessible Customer Service Policy applies to all of Gardiner Tree Trimming & Removal Ltd.’s employees, volunteers, third party contractors and visitors.

4. Policy

4.1–Communication with Persons with Disabilities
Gardiner Tree Trimming & Removal Ltd. will communicate with persons with disabilities in a manner that takes into account the person’s disability. Gardiner Tree Trimming & Removal Ltd. will provide training to all current and future employees and volunteers with respect to how to interact and communicate with persons with various types of disabilities.

4.1.1–Telephone/Email Services
Gardiner Tree Trimming & Removal Ltd. is committed to providing fully accessible telephone services. Gardiner Tree Trimming & Removal Ltd. will train staff to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly. Gardiner Tree Trimming & Removal Ltd. will offer to communicate with clients by email.

4.2–Assistive Devices and Technologies
Assistive devices or technologies are permitted and unrestricted in all areas of Gardiner Tree Trimming & Removal Ltd. to which employees and the public have access. Gardiner Tree Trimming & Removal Ltd. is committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from Gardiner Tree Trimming & Removal Ltd.’s goods and services. Gardiner Tree Trimming & Removal Ltd. will strive to ensure that its staff is trained and familiar with various assistive devices that may be used by clients with disabilities while accessing Gardiner Tree Trimming & Removal Ltd.’s goods and services. The provision, use and safety of personal assistive devices, is the responsibility of the person with a disability.

4.3–Service Animals
Persons with disabilities who are accompanied by a service animal may access premises owned or operated by Gardiner Tree Trimming & Removal Ltd., if the public has access to such premises and the service animal is not otherwise excluded by law. If a service animal is excluded by law, Gardiner Tree Trimming & Removal Ltd. will strive to ensure that alternate means are available within reasonable time and location to provide access to Gardiner Tree Trimming & Removal Ltd.’s goods and services to persons with disabilities.

4.4–Support Persons
Gardiner Tree Trimming & Removal Ltd. welcomes staff, employees and visitors who are accompanied by a support person when the support person has been hired or chosen by the person with the disability to accompany them in order to assist in accessing goods or services and/or for the purposes of providing support with mobility, personal assistance and/or communication.

4.5–Notice of Planned or Unplanned Disruption in Services and Facilities
Gardiner Tree Trimming & Removal Ltd. will take reasonable steps to report any planned or unplanned service disruption affecting employees, visitors, contractors or members of the general public. Gardiner Tree Trimming & Removal Ltd. will report such disruption in a timely fashion through appropriate information channels, including its website and postings in conspicuous locations at the premises. Gardiner Tree Trimming & Removal Ltd. will report alternatives that exist to allow access to persons with disabilities during the disruption.
The required information necessary for any communication of a temporary disruption may include:

  • the time, date and location of the disruption;the time, date and location of the disruption;
  • the reason for the disruption;
  • the anticipated duration of the disruption;
  • descriptions of alternative facilities or services, if any; and
  • contact information for the responsible service area.
5. Training

Gardiner Tree Trimming & Removal Ltd. shall provide training in respect of the AODA and Accessible Customer Service Standard to all current employees, volunteers and third parties and, in particular, to those providing services and who are involved in the development and approval of customer service policies, procedures and practices. New employees will be provided such training as part of their orientation. Training will include the following:

  • The purposes of the AODA and the requirements of the Accessible Customer Service Standard;
  • How to interact and communicate with persons with various types of disabilities;
  • How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or a support person;
  • How to communicate using text/email.
  • What to do if a person with a disability is having difficulty accessing Gardiner Tree Trimming & Removal Ltd.’s goods and services; contact Jeannette Lang, Office Manager for assistance (contact information at end of policy).
  • Gardiner Tree Trimming & Removal Ltd.’s policies, practices and procedures relating to the customer service standard.
  • 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.
6. Feedback Process

Feedback about the delivery of services to persons with disabilities is welcomed as it may identify areas that require change and assist in continuous service improvement. Such feedback may be by telephone, in person, in writing, or by e-mail. Gardiner Tree Trimming & Removal Ltd. will make best efforts to provide a response in the same format in which the feedback was received within a reasonable time.

Some feedback may require more effort to be properly addressed and may need to be reviewed before an action is taken. Gardiner Tree Trimming & Removal Ltd. will endeavour to respond within a reasonable time.

Information about the feedback process will be posted on Gardiner Tree Trimming & Removal Ltd.’s website at www.treedoctor.ca.

Please use the information on our contact page to provide feedback.

7. Availability of Policy

This Accessible Customer Service Policy, any notice of temporary disruption and Gardiner Tree Trimming & Removal Ltd.’s feedback documentation are available upon request. When providing these documents to a person with a disability, Gardiner Tree Trimming & Removal Ltd. will endeavour to provide the document or the information contained in the document in a format that takes into account the person’s disability.

This Accessible Customer Service Policy is available upon request by contacting:
Jeannette Lang, Office Manager
Gardiner Tree Trimming & Removal Ltd.
4785 Loggers Way
Arnprior, Ontario
K7S 3G7

Email: admin@treedoctor.ca
Telephone: 613-623-3780
Fax: 613-623-6392