Accessibility Policy for Customer Service

1. Assistive Devices

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other reasonable measures will be used to ensure the person with a disability can access our goods, services or facilities.

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.  If service animals are prohibited, we will explain why the animal is excluded and discuss with the customer another way of providing goods, services or facilities.

4. Support person

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

5. Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Andre Construction 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 the entrance to our worksite.

6. Training for staff

Andre Construction will provide training to employees in accessible customer service, other Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities. 

This training will be provided to staff within two weeks of being hired, and when there are changes to the policies.

Training will include:

• • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard

  • Andre Construction’s policy related to the Customer Service Standards

  • Andre Construction’s multi-year Accessibility Plan

  • 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

  • What to do if a person with a disability is having difficulty in accessing our organization’s goods and services or facilities.

  • Ontario Human Rights.  The prohibitions of documentation and equal treatment

Staff will be trained when changes are made to our accessible customer service plan.

7. Feedback process

Customers who wish to provide feedback on the way Andre Construction provides goods and services to people with disabilities can email us at taandre@taandre.com. Customers can expect to hear back in 10 working days.

Complaints will be addressed according to our organization’s regular complaint management procedures.

8. Modifications to this or other policies

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

9. Notice of availability

Andre Construction will notify the public that our policies are available upon request by posting a notice in our front office.