ACCESSIBLE CUSTOMER SERVICE POLICY
Hughes Decorr commits to excellence in serving all customers, including people with disabilities. We believe in integration and actively work to meet the needs of people with disabilities by removing and preventing barriers to accessibility and fulfilling our accessibility requirements under Ontario’s accessibility laws.
This accessibility policy outlines the steps we are taking to meet those requirements and improve opportunities for people with disabilities.
Customer Service
We provide accessible customer service to all customers, ensuring we deliver goods and services to people with disabilities with the same high quality and timeliness as others.
Assistive devices
We ensure our staff is trained and familiar with the various assistive devices available on-site or provided to customers with disabilities to help them access our goods or services.
Assistive devices offered by Hughes Decorr:
- Magnifying glass: Provided at the front reception desk. Available for people with vision loss to enlarge print/images.
- Telephone: A communication avenue, which can be used if a person with a disability cannot physically visit or use The Bell Relay Service (phone# 1-800-855-0511).
- Email: A communication avenue that allows people with vision disabilities to increase font size.
- Laptop: Available to a person with a disability upon request before meetings to assist in communication.
- Whiteboard: Available to a person with a disability upon request before meetings to assist in communication.
Hughes Decorr Building Accessibility:
- Wheelchair accessible ramp outside reception doors.
- Doorbell at the outer front reception door to notify reception of a guest’s arrival. Reception assists the guest with entry if they have a disability and informs the Hughes employee of the guest’s arrival.
- Boardroom availability on the ground floor.
- Washroom facility available on the ground floor behind the supplier boardroom.
Communication
We communicate with people with disabilities in ways that consider their disability.
Service animals
We welcome people with disabilities and their service animals. Service animals are allowed in areas open to the public.
Support persons
A person with a disability can have a support person accompany them on our premises. We will not charge fees for a support person.
Employment
Hughes Decorr is committed to equitable, barrier-free recruitment, retention, and development, including for people with disabilities. We notify job applicants when selected for the assessment or selection process and ensure accommodations for disabilities are available upon request. We consult with individuals who request accommodations and provide the necessary support.
When presenting offers of employment, we notify successful applicants about our policies for accommodating employees with disabilities.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, including magnifying glass, telephone, email, laptop, whiteboard, and building accessibility areas, Hughes Decorr will notify customers promptly. A clearly posted notice will include information about the reason for the disruption, its anticipated duration, and any available alternative facilities or services.
Training
Hughes Decorr provides training on the Ontario Human Rights Code (OHRC) and Accessibility for Ontarians with Disabilities Act (AODA) to all new employees during their orientation, which occurs within two weeks of starting employment. The training method (online or in-person) depends on the job position.
The training covers:
- An overview of AODA (2005) and the customer service standard, along with OHRC.
- Hughes Decorr’s plan related to the customer service standard.How to interact with people with various disabilities.
- How to assist people who use an assistive device or require help from a service animal or support person.
- How to use assistive devices like magnifying glass, telephone, email, laptop, and whiteboard.
- What to do if a person with a disability experiences difficulty accessing our goods and services.
We also train employees, volunteers, and others who deal with the public on our behalf and those involved in policy development.
Individuals in the following positions will be trained:
- All management
- All administrative employees
- All Sales personnel
- All Shippers and Receivers
All existing employees will be trained when changes are made to the Accessible customer service standards.
Design of Public Spaces
Hughes Decorr will meet accessibility laws when building or making major changes to public spaces.
Feedback process
Customers who wish to provide feedback on how we offer goods and services to people with disabilities can email or contact HR. HR contact information is posted in the Visitor sign-in binder. Hughes Decorr will ensure the feedback process is accessible, providing an appropriate format or communication support upon request.
If we receive a complaint, the responsible person at Hughes Decorr will investigate and take action accordingly. Further actions may include revising policies, procedures, or retraining employees. If needed, senior management will address the complaint. Customers can expect a response within 10 business days.
Customers who have difficulty in accessing our goods and services
Hughes Decorr remains flexible and open to suggestions for improving customer experience. We will start by asking customers how we can assist them in accessing our goods and services, developing solutions that address their specific needs.
Notice of availability
Hughes Decorr will notify the public that our policies are available upon request by posting a notice at the front reception desk as part of our Visitor Safety Policy.
Modifications to this or other policies
This document is available in the intranet shared folder and publicly posted on our website. Accessible formats are available upon request. Any policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Jason Berns, President
Date: July 23,2024
