AODA


Policy Statement for Providing Goods and Services
To People with Disabilities

Introduction

In accordance with the Ontarians with Disabilities Act (ODA, 2001) and the Accessibility for Ontarians with Disabilities Act (AODA, 2005) Dyaco Canada Inc. has developed a policy to ensure that persons with disabilities have equal access to the goods and services that we provide.

Dyaco Canada Inc. shall use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles;

1. The goods or services must be provided in a manner that respects the dignity and independence of persons with disabilities.

2. The provision of goods or services to persons with disabilities and others must be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods or services.

3. Persons with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.

1. Our Commitment

Dyaco Canada Inc. 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.

2.   Providing goods and services to people with disabilities

Dyaco Canada Inc. is committed to a high standard of service for all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas;

  2.1 Communication

We will strive to communicate with people with disabilities in ways that take into account their disability.
We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

  2.2 Telephone Services

We are committed to providing fully accessible telephone service to our customers.  We will strive to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by appropriate alternate methods if telephone communication is not suitable to their communication needs or is not available.

  2.3 Assistive devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff is familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

3. Use of service animals and support persons

Dyaco Canada Inc. is committed to welcoming people with disabilities who are accompanied by a support person or service animal on the parts of our premises that are open to the public and other third parties. 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. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

4. Training for Staff

Dyaco Canada Inc. will provide training on policies, practices and procedures that affect the way goods and services are provided to people with disabilities, 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. The training will be provided to each person as soon as practicable after he or she is assigned the applicable duties. Staff will be trained on an ongoing basis when changes are made to the policies, practices and procedures.

Training will outline the following;

5. Feedback process

The goal of Dyaco Canada Inc. is to meet and exceed customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way that Dyaco Canada Inc. provides goods and service to people with disabilities can be made in writing and submitted to:
Brian Patterson, President
c/o Dyaco Canada Inc.
5955 Don Murie Street.
Niagara Falls, ON L2G 0A9

6. Modifications to this or other policies

We are 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 or other policies of Dyaco Canada Inc. before considering the impact on people with disabilities.

7. Questions about this policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, inquiries should be referred to:
Brian Patterson, President
c/o Dyaco Canada Inc.
5955 Don Murie Street.
Niagara Falls, ON L2G 0A9