ACCESSIBILITY:(Please scroll down for Policy Statement, Purpose & Application, Accessibility Training Policy, Notice of Disruption & Feedback Form)
Policy Statement:
T.M.L. Industries Ltd. is committed to providing exceptional and accessible service for its customers. Goods and services will be provided in a manner that respects the dignity and independence of all customers including persons with disabilities, including those requiring the use of assistive devices, support persons and service animals.
We provide wheelchair access from the parking lot to our boardroom. We request that persons requiring special assistance call ahead to book an appointment with our customer service and we will ensure that a customer service representative is available to bring any samples required directly to the boardroom. We provide carry out service and free delivery to any disabled customer.
Guide dogs and service animals will be permitted in all areas of T.M.L. Industries Ltd. that are open to the public and shall be allowed to accompany the person with a disability at all times. All guide dogs and service animals are welcome at T.M.L. Industries Ltd. and will be treated with all due respect.
Support Persons will be permitted in all areas of T.M.L. Industries Ltd. open to the public and allowed access to the person with a disability at all times. Support Persons shall, in all cases be considered a customer, and afforded the same accommodations and courtesies due any customer, disabled or otherwise.
Disruption of Services
Should a disruption of services occur, a notice shall be placed at the site of the disruption and a notice will appear on our website. This notice shall include the nature of the disruption as well as the reason for it and its expected duration.
Feedback
T.M.L. Industries Ltd. welcomes any and all feedback relating to our ability to provide goods and services to persons with disabilities. We provide a feedback form at the bottom of this page and will offer a form requesting feedback to our customers on site. We will respond to any feedback in a timely manner and will take any corrective measures necessary.
NOTICE OF DISRUPTIONS
There are currently no disruptions of service. Should any disruptions occur, they will be posted below:
PURPOSE AND APPLICATION
Under the Accessibility for Ontarians with Disabilities Act, T.M.L. Industries Ltd. is required to meet the requirements of accessibility standards established by regulation. This policy establishes the accessibility standards for customer service for T.M.L. Industries Ltd. staff.
Definitions:
Disability means any degree of physical infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness, and without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, brain injury, any degrees of paralysis, amputation, lack of physical co-ordination, blindness or visual impairment, deafness or hearing impairment, muteness or speech impairment, or physical reliance on a guide dog, or other animal or on a wheelchair or other remedial appliance or device;
A condition of mental impairment or a developmental disability;
A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
A mental disorder
An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Accessible means customer service is provided in a manner that is capable of being easily understood or appreciated, easy to get at, capable of being reached or entered and obtainable.
Assistive Device means any device or mechanism that assists a person with a disability in accessing and benefiting from our services and/or products. These may include, but are not limited to, wheelchair, walker, cane, assistive listening device, visual alarms or assistive software programs.
Support Person means, in relation to a person with a disability, another person who accompanies him/her in order to help with communication, mobility, personal care or medical needs or with access to goods and services.
Guide Dog means a dog trained as a qualified guide for a blind person.
Service Animal is an animal for a person with a disability if it is readily apparent that the animal is used by the person for reasons relating to his/her disability, or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
CUSTOMER SERVICE REQUIREMENTS
POLICY
All customer service representatives are required to provide service in a manner that respects the customer's dignity and independence. Any and all access to products and services must be delivered equally to persons with disabilities and to those without disabilities. Sometimes all that is required is to read aloud product information in a clear and concise manner, or to provide additional written material. Often, disabilities may not be easily apparent. The disabled person may not be as disabled as you think. Take your lead from the customer. They are in the best position to let you know what their special needs are. As always, the first rule of customer service is that it is courteous, helpful and prompt.
GUIDELINES:
Hearing Disabilities
Definition:
Deaf: Severe to profound hearing loss
Hard of Hearing: A person who uses their residual hearing and speech to communicate
Deafened: Caused to hear poorly or not at all
Introduce yourself to the customer and the support person. Speak directly to the customer, not the support person. Keep your hands away from your face while speaking. Ask if alternative methods of communication would be preferred, like pen and paper. Prepare as much information as possible in written format.
Deaf-blind Disability
Definition:
Cannot see or hear to some degree.
Most persons with this disability will be accompanied by a support person and will provide some information as to how to communicate with them. Do as you are instructed. As always, introduce yourself to the customer and the support person. Remember to speak directly to the customer.
Intellectual or Developmental Disabilities
Definition:
Intellectual development and capacity that is below average. Can mildly or profoundly limit ability to learn, communicate, do everyday activities and live independently. May not be easily visible.
Do not assume what a customer can and cannot do. Use plain language and take your time. Ask if the customer understands what you are communicating. Provide one piece of information at a time. Make sure it is understood before you move on.
Learning Disabilities
Definition:
Affects how a person acquires, interprets, or retains information. It is not an indication of intelligence, often persons with this disability will have above average intelligence. The disability may affect language based learning, mathematics, writing or fine motor skills.
The key is to be patient. Speak normally. Let the customer know that you are willing to help and to clarify anything. Put everything in writing if necessary. Be prepared to explain any detail.
Mental Health Disabilities
Definition:
Functional limitations that may vary from mild to severe and can fluctuate. May interfere with a person's mental alertness, concentration and organization, and their ability to handle stress and/or anxiety.
Approach the customer as you would anyone else. Be confident and calm. If the customer appears in crisis, ask if you can help and how. Do not be confrontational. Don't take any problems you may have personally. Always treat the customer with respect and consideration.
Speech or Language Disabilities
Definition:
May have problems communicating. May have difficulties pronouncing words, slurring or stuttering.
Be prepared to let the customer take all the time they need to communicate. Don't make assumptions. Don't finish their sentences. Often, customers with language disabilities will use assistive devices. If not, keep in mind that a pen and paper might be needed. Don't be afraid to ask the customer, politely, to repeat themselves if there's something you didn't understand.
Physical Disabilities
Definition:
May affect the customer's control or speed of movement, coordination and balance, or the ability to grasp objects. May also affect ability to sit, stand or walk for prolonged periods.
Speak directly to the customer. Ask if assistance is needed - don't assume. Respect personal space. Do not move any items belonging to the customer. Describe what you are going to do or show them before you do it. Make sure that the customer is in a comfortable, safe and dignified position.
Vision Disabilities
Definition:
Low or no vision. Will affect ability to read signs, locate landmarks or hazards.
May use guide dog or white cane.
Don't assume the customer cannot see at all. Most individuals who are legally blind will have some vision. Speak directly to the customer. Offer your elbow to guide. If they accept, walk slowly. Identify landmarks and hazards. Be as descriptive and precise as possible. Make sure the customer is in a comfortable, safe and dignified position.