Accessibility at Apple Express

Purpose

This policy and procedures address the accessibility requirements of Regulation 429/07 Accessibility Standards for Customer Service under the Accessibility of Ontarians with Disabilities Act (AODA).

Scope

This policy applies to all employees and facilities of Apple Express in Ontario.

Responsibility

It is responsibility of managers and/or immediate supervisors and/ or department heads to ensure that: 

• all employees follow the guidelines set out in this policy.
• all employees are trained under the Accessibility Standards for Customer Service and this policy, practices and procedure.

Definitions

“Assistive Devices” are auxiliary aids such as communication aids, cognition aids, personal mobility aids and medical aids (e.g., canes, crutches, wheelchairs and hearing aids).

“Disability”, as per the Ontario Human Rights Code, includes:

• Physical disabilities, including intermittent conditions
• Mental disabilities including developmental disabilities, mental disorders, and learning disabilities
• Environmental sensitivities
• Invisible disabilities such as chronic pain or fatigue.

“Employees” means every person who deals with members of the public or third parties on behalf of Apple Express, whether the person does so as an employee, agent, volunteer or otherwise.

“Persons with Disabilities” are individuals who have a disability under the Ontario Human Rights Code (and above).

“Service Animals” are animals individually trained to do work and perform tasks for the benefit of a person with disability.

“Support Persons” are any persons, whether a paid professional, volunteer, family member, or friend, who accompany a person with a disability in order to help with communication, personal care or medical needs, or with access to goods and services.

References

Accessibility for Ontarians with Disabilities Act, 2005
Accessibility Standard for Customer Service, Ontario Regulation 429/07.

Our Commitment

Apple Express 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.

Providing Goods and Services to People with Disabilities

Apple Express is committed to excellence in serving all customers including people with disabilities and we will carry out our function and responsibilities in the following areas:

We will 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.

We are committed to provide fully accessible phone service to our customers. We will train staff to communicate with customers over the phone in clear and plain language and to speak clearly and slowly.

We will offer to communicate with customers by email or relay service if telephone communication is not suitable to their communication needs or is not available.

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

We are committed to provide accessible invoices to all our customers. For this reason, invoices will be provided in the following formats upon request.

We will answer any questions customers may have about the content of the invoice.

Training for Staff

Apple Express will provide training 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 department and approvals of customer service policies, practices and procedures. Individuals in the following positions will be trained:

• Customer Service
• Sales
• Managers
• Independent Contractors (drivers)

This training will be provided within 60 days of hire or commencement of the service contract.

Training will include:

• The purpose of Accessibility for Ontarians with Disability Act, 2005 and the requirements of 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. 

Feedback Process

The ultimate goal of Apple Express is to meet and surpass 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 Apple Express provides goods and services to people with disabilities can be made by completing the feedback form, sending an e-mail to address highlighted on the form or by speaking directly with a management team member. All feedback will be directed to the Human Resources Department.  We will make all reasonable efforts to address concerns or complaints immediately.

We shall, upon request, give a copy of this policy to any person.  Requests for accessible customer service documents should be made to the management team member.  If a person with a disability requests a copy of this policy, we will provide the policy, or the information contained within the policy, in a format which takes into account the person’s disability.

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore no change will be made to this policy before considering the impact on people with disabilities.

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

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, please speak to a management team member who will escalate your question or concern accordingly.