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HomeMy Public PortalAboutBy-Law 2009-39 Adopt Accessible Customer Service PolicyCORPORATION OF THE MUNICIPALITY OF TWEED BY-LAW NO. 2009-39 Being a By -Law to adopt an Accessible Customer Service Policy for the Municipality of Tweed. WHEREAS the Municipal Act, 2001 provides the general authority for Councils to adopt policies; O O AND WHEREAS the Accessibility for Ontarians with Disabililities Act provides for the adoption of an Accessible Customer Service Policy; NOW THEREFORE the Council of the Corporation of the Municipality of Tweed enacts as follows: 1. That the Policy for Accessible Customer Service attached hereto as Schedule "A" to this by-law is hereby adopted as the policy for providing goods and services to people with disabilities. 2. That this by-law shall come into force and take effect immediately upon the passing thereof by the Council of the Corporation of the Municipality of Tweed. Read a first and second time this 24th day of November, 2009. Read a third and final time, passed, signed and sealed in open Council this 24th day of November, 2009. MUNICIPALITY OF TWEED ACCESSIBLE CUSTOMER SERVICE POLICY Providing Goods and Services to People with Disabilities Our Commitment The Municipality of Tweed strives at all times to provide its goods and services in a way that respects the dignity and independence of all people. The Municipality of Tweed is 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 manner as other customers. Providing Goods and Services to People with Disabilities The Municipality of Tweed will provide goods and services to people with disabilities, with particular consideration of the following areas: Communication The Municipality of Tweed will communicate with people with disabilities in ways that take into account their disability. Staff who communicate with customers will be trained on how to interact and communicate with people with various types of disabilities. The Municipality of Tweed is committed to providing fully accessible telephone service to our customers. Staff will be trained to communicate with customers over the telephone in a clear and plain language, to speak clearly and slowly and to tailor their responses as much as possible in support of the individual. The Municipality of Tweed will offer to communicate with customers by other means, including relay service or email, if telephone communication is not suitable to their communication needs • or is not available. Assistive Devices The Municipality of Tweed is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. Staff will be trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services. The Municipality of Tweed will also ensure that staff know how to use the assistive devices which are available on our premises, including electronic door openers and elevators. 0 Page 2 - Accessible Customer Service Policy Billing The Municipality of Tweed is committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in large print or by email upon request. Any questions customers may have about the content of the invoice will be answered in person, by telephone or by email. Use of Service Animals and Support Persons C The Municipality of Tweed is committed to welcoming people with disabilities who are accompanied by a service animal in the areas of our premises that are open to the public and other third parties. All staff, volunteers and others dealing with the public will be properly trained in how to interact with people with disabilities who are accompanied by a service animal. The Municipality of Tweed is committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter the municipal buildings with his or her 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 municipal premises. Notice of Temporary Disruption The Municipality of Tweed 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 public entrances and service counters on our premises. Training The Municipality of Tweed will provide training to all employees, volunteers and others who deal with the public or third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Members of the municipal Council as well as all staff of the Municipality will receive this training. The accessible customer service training will be provided during orientation, in a timely manner after staff commence their duties. Training will include the following: • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard. O Page 3 - Accessible Customer Service Policy • 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 the automatic door openers and elevators available on municipal premises. • What to do if a person with a disability is having difficulty accessing the Municipality's goods and services. a • The Municipality of Tweed 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. Feedback Process The goal of the Municipality of Tweed is to meet and surpass customer expectations while serving all people, including those with disabilities. Comments regarding how well those expectations are being met are welcome and appreciated. Feedback regarding the way the Municipality of Tweed provides goods and services to people with disabilities can be made by using a feedback form by mail, email or verbally. All feedback should be directed to the CAO/Clerk. Customers can expect a response within thirty (30) days. Modifications to This or Other Policies The Municipality of Tweed is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. No changes will be made to this policy before considering the impact on people with disabilities. Any policy of the Municipality of Tweed that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. 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 policy is not understood, inquiries should be referred to the CAO/Clerk of the Municipality of Tweed. O