Accessible Customer Service Plan

Rhodes & Williams is committed to excellence in serving all customers including people with disabilities.

Assistive devices
We will ensure that our staff is trained and familiar with various assistive devices 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 all 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.

Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, we will notify our 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 building.

Training for staff
We will provide accessibility training to employees, volunteers and others who deal with the public or other third parties on our behalf. Individuals in all positions will be trained. This training will be provided to staff within one month of hiring.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005, and the
  • Requirements of the customer service standard’s plan;
  • Rhodes & Williams’ 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; and
  • What to do if a person with a disability is having difficulty in accessing our goods and services.

Staff will also be trained when changes are made to the plan.

Feedback process
Customers who wish to provide feedback on the way we provide goods and services to people with disabilities can email the Human Resource Manager, Kristy McDougall at kristym@rhodeswilliams.com or by phone at 613-226-6590. All feedback will be directed to Kristy McDougall, Human Resource Manager. Customers can expect to hear back within two business days. Complaints will be addressed according to our organization’s regular complaint management procedure.

Modifications to this or other policies
Any policy of Rhodes & Williams that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Integrated Accessibility Standards Regulation, Multi‑year Plan

This 2014-21 accessibility plan outlines the policies and actions put in place to improve opportunities for people with disabilities.

Statement of commitment
Rhodes & Williams Ltd. is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

Accessible Emergency Information
Rhodes & Williams will provide employees with disabilities with individualized emergency response information when necessary.

Training
Rhodes & Williams will provide training to all employees on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits their duties. Rhodes & Williams will train all employees by means of an email with required details and then subsequent training with new employees, as well as if our plans and policies change. This will have been completed by January 2, 2015.

Information and communications
Rhodes & Williams is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities, where necessary, to determine their information and communication needs. Rhodes & Williams will be sure that all websites and content conform with WCAG 2.0, Level AA, by January 1, 2021.

Employment
Rhodes & Williams is committed to fair and accessible employment practices. We will notify the public and staff via the job postings that, when requested, Rhodes & Williams will accommodate people with disabilities during the recruitment and assessment processes, and when people are hired.

Rhodes & Williams will take the following steps to create and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability:

  • Confirmation of what accommodations, if any, are needed in order for the employee to do their job properly.

For more information on this accessibility plan, please contact:

Kristy McDougall, C.A.I.B.
Human Resource Manager
Rhodes & Williams Ltd.
1050 Morrison Dr., Ottawa, ON K2H 8K7
Phone: (613) 226-6630 ext. 236
Fax: (613) 723-6445
www.rhodeswilliams.com
kristym@rhodeswilliams.com

Accessible formats of this document are available free upon request from the individual above.

Last updated: January 2016