AODA Customer Service Policy Statement:
Providing Goods and Services to People with Disabilities under the Accessibility for Ontarians with Disabilities Act
1. Our goal
At JDRF, our goal is curing type 1 diabetes (T1D) while improving the lives of people living with this disease.
2. Our commitment
In fulfilling our goal, JDRF strives at all times to ensure that our policies, practices and procedures are consistent with the principles outlined in the Accessibility Standards for Customer Service under the Accessibility for Ontarians with Disabilities Act, 2005, by providing our goods and services in a manner 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 Constituents.
3. Providing goods and service to people with disabilities
JDRF is committed to excellence in serving all Constituents including people with disabilities and we will carry out our functions and responsibilities in the following areas:
JDRF will communicate with people with disabilities in ways that take into account their disability. We will communicate with members of the public in person, in writing, by e-mail and by telephone.
JDRF will train staff and volunteers who communicate with Constituents on how to interact and communicate with people with various types of disabilities.
3.2 Telephone services
JDRF is committed to providing fully accessible telephone service to our Constituents. We will train staff to communicate with Constituents over the telephone in clear and plain language and to speak clearly and slowly.
JDRF will offer to communicate with Constituents by email or in person (on JDRF premises) if telephone communication is not suitable to their communication needs or is not available.
3.3 Assistive devices
JDRF is committed to serving people with disabilities who use assistive devices to access our programs and services. People with disabilities are welcome to bring and use their own personal assistive devices and/or use available JDRF assistive devices where available. JDRF staff will be trained on any assistive devices available on our premises.
JDRF is committed to providing accessible receipts to all of our Constituents. For this reason, receipts will be provided in the following formats upon request: large print and email. JDRF will answer any questions Constituents may have about the content of the receipt in person, by telephone or email.
4. Use of service animals and support persons
JDRF is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. JDRF will also ensure that all staff and volunteers who deal with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
JDRF is committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter JDRF’s premises with his or her support person. At no time will this person be prevented from having access to his or her support person while on our premises.
Support persons accompanying or assisting individuals with disabilities may be subject to applicable JDRF policies (e.g., conflict of interest, confidentiality).
5. Notice of temporary disruption
JDRF will provide Constituents with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
The notice of disruption will normally be posted at all public entrances and/or at or near the disrupted service on event days and depending on the nature of the disruption, notice will also be provided on outgoing telephone messages and on our website during non-event times.
6. Training for staff
JDRF will provide training to all employees and volunteers who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures such as how to deal with constituents/volunteers who have support workers or a visual or hearing impairment, to name a few.
Training will be provided on an ongoing basis upon changes to these policies, practices and procedures. New staff will be trained as part of their orientation upon employment and records of training will be kept.
Training will include the following:
- The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- How to interact and communicate with people with various types of disabilities, including those who use an assistive device or require the assistance of a service animal or a support person
- How to use any equipment or devices available on our premises that may assist with the provision of programs or services to persons with disabilities
- What to do if a person with a disability is having difficulty in accessing JDRF’s goods and services
- JDRF’s policies, practices and procedures relating to the customer service standard
7. Feedback process
Our goal is to meet customer expectations while serving Constituents with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way JDRF provides goods and services to people with disabilities can be made in person, in writing or by telephone, or by e-mail as follows:
2550 Victoria Park Avenue, Suite 800 Toronto, ON M2J 5A9
T: 647.789.2000 | TF: 1.877.CURE.533 (1.877.287.3533)
If either method is not suitable, individuals may request another method. Privacy will be respected and all feedback will be reviewed for possible action that can be taken to improve access to our programs and services.
All feedback received will be directed to our Human Resources Department. Constituents can expect to receive a response within a reasonable timeframe. However, some complaints may require more time to address and must be reviewed for action, possibly at a higher level. Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.
8. Modifications to this or other policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of JDRF that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
9. Questions about this policy
This policy exists to achieve service excellence to Constituents with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to Human Resources, JDRF.
Copies of documents required under the Accessibility Standards for Customer Service regulation are available upon request.