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Accessibility Standards for Customer Service Policy

Accessibility Standards for Customer Service Policy

Pain Rehabilitation Clinic is committed to providing excellence in serving all customers, which includes people with disabilities, and we will carry out necessary functions and responsibilities in an appropriate manner to accommodate such individuals.

Pain Rehabilitation Clinic is also dedicated to giving people with disabilities the same opportunity to access our goods and services to allow them to benefit from the same services in the same place, and in a similar way as other customers.

Pain Rehabilitation Clinic will strive to ensure that its policies, practices and procedures are consistent with the core principles as outlined in the AODA. Our Statement of Commitment to AODA includes the following in our Customer Service Plan below.
  • Assistive devices

    We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.
  • Communication

    We will communicate with people with disabilities in ways that take into account their disability.
  • Service animals

    We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
  • Support persons

    A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

    Fees will not be charged for support persons
  • Notice of temporary disruption

    In the event of a planned or unexpected disruption to services or facilities for customers with disabilities [enter list services/facilities], Pain Rehabilitation Clinic will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

    The notice will be placed at all Pain Rehabilitation Clinic locations.
  • Training

    Pain Rehabilitation Clinic will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

    Individuals in the following positions will be trained:

    -Receptionists
    -All staff

    This training will be provided to new staff within one week after being hired. Current staff will be required to complete e-training modules on the Accessibility Standards for Customer Service.

    Training will include:

    -An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

    -Pain Rehabilitation Clinic’s plan related to 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 the [enter name of equipment or devices , e.g. TTY, wheelchair lifts, etc., available on-site or otherwise that may help with providing goods or services to people with disabilities]

    -What to do if a person with a disability is having difficulty in accessing Pain Rehabilitation Clinic’s goods and services

    Staff will also be trained when changes are made to your accessible customer service plan.
  • Feedback process

    Customers who wish to provide feedback on the way Pain Rehabilitation Clinic provides goods and services to people with disabilities can be done through the automated Feedback process provided on premises.

    All feedback, including complaints, will be directed to the owner of Pain Rehabilitation Clinic.

    Customers can expect to hear back in seven business days.
  • Notice of availability

    Pain Rehabilitation Clinic will notify the public that our policies are available upon request through postings within our organization. Information will be available upon request, 24/7.
  • Modifications to this or other policies

    Any policy of Pain Rehabilitation Clinic that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.