6.3 Accessible Customer Service Policy

6.3 Accessible Customer Service Policy

Intent

Delta Bingo is committed to excellence in serving all customers including people with disabilities.

This policy is available in alternate formats upon request.

Practice

1. Assistive Devices

We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.

While Delta Bingo and its employees are committed to familiarizing themselves with the various assistive devices that may be used by customers, where an employee is not immediately able to service the customer via the assistive device he/she uses, that employee will immediately refer the matter to the Site Operations Manager who will be vested with the responsibility to achieve the necessary customer service to that customer via that assistive device as quickly as reasonably possible.

2. Communication

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

3. 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.  It is the responsibility of the person with a service animal to control the animal at all times.  In the event an employee is allergic to animals, alternative arrangements will be negotiated.

4. Support Persons

A person with a disability who is accompanied by a support person (must be over the age of 18) will be allowed to have that person accompany them on our premises.  Fees will not be charged to the support person.  We will notify customers of this through a notice posted on our premises, website and phone message.  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 the Company’s premises.

Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.

5. Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Delta Bingo 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 posted on the main entrance doors of the facility, website and on the telephone message.

6. Training for Staff

Delta Bingo will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained:

• Site Operations Manager
• Staff (Sessional Managers, Callers, Customer Service Representatives, Snack Bar and Maintenance)
• Charity members and volunteers will have the option of attending the Delta Bingo training sessions and will have unlimited access to materials and literature.

This training will be provided to staff upon hiring.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Delta Bingo’s plan related to the customer service standard
• How to interact and communicate with people with various disabilities
• How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person
• How to use the equipment or devices available on site or otherwise that may help with providing goods and services to people with disabilities
• What to do if a person with a disability is having difficulty in accessing Delta Bingo Inc.’s goods and services.

Staff will also be trained when changes are made to our policy.

7. Feedback Process

Customers who wish to provide feedback on the way Delta Bingo provides goods and services to people with disabilities can do so verbally, in writing, through our website and via email.  All feedback will be directed to:

Miriam Oliver
HR/Payroll Administrator
Delta Bingo Inc.
2-233 Speers Rd.
Oakville, Ontario
L6K 0J5
miriam@deltabingo.com

9. Questions about this Policy

This policy exists to achieve service excellence to customers with disabilities.  If anyone has a question about this policy, please contact:

Delta Bingo Inc.
Miriam Oliver
HR/Payroll Administrator
233 Speers Rd.
Oakville, ON
L6K 0J5

6.4  Integrated Accessibility Standards Regulation Policy

Delta Bingo is committed to improving accessibility. We will put the following policies into practice as required by the Accessibility for Ontarians with Disabilities Act.

General

Delta Bingo is committed to training staff on Ontario’s accessibility laws and on accessibility aspects of the Human Rights Code that apply to persons with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members.

Information and communications

Delta Bingo is committed to meeting the communication needs of people with disabilities. When asked, we will provide information and communications materials in accessible formats or with communication supports. This includes publicly available information about our goods, services and facilities, as well as publicly available emergency information. Delta Bingo will consult with people with disabilities to determine their information and communication needs.

Employment

Delta Bingo will notify the public and staff that, when requested, we will accommodate disabilities during recruitment and assessment processes and when people are hired. If needed, we will provide customized workplace emergency information to employees who have a disability. If using performance management, career development and redeployment processes, we will take into account the accessibility needs of employees with disabilities.

Design of Public Spaces

Delta Bingo will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces such as accessible off street parking and service-related elements like service counters and waiting areas.

Any of our policies that do not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Last updated December, 2023.