Customer Service Policy
In response to the Great Commission, Compassion exists as an advocate for children to release them from their spiritual, economic, social, and physical poverty and enable them to become responsible and fulfilled Christian adults.
Our commitment in fulfilling our mission is to strive at all times to conduct our ministry in a way that respects the dignity of all people. We are also committed to giving people with disabilities the same opportunity to access our services, in the same place and in a similar way as other supporters (customers).
In compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Compassion Canada wishes to make available our customer service policy:
Compassion Canada is committed to excellence in serving all supporters including people with disabilities and we will carry out our functions and responsibilities in the following areas:
- We will communicate with people with disabilities in ways that take into account their disability
- All persons, whether employees, volunteers, or board or committee members who communicate with customers will be trained on how to interact and communicate with people with various types of disabilities.
- When meeting with supporters, employees will ask a person in advance if he or she requires any specific accommodations due to a disability.
- We will prepare employees to be ready to use different means of communication such as pen, paper, memo or note applications on Smart Phones etc. when meeting with supporters.
- We will train employees to communicate with supporters over the telephone in clear and plain language and to speak clearly and slowly.
- We will offer to communicate with supporters by email or mail if telephone communication is not suitable to their communication needs or is not available.
- We are committed to providing accessible invoices to all of our supporters. For this reason, invoices will be provided in the following formats: hard copy and electronic.
- We will answer any questions supporters may have about the content of the invoices in person, by telephone or email.
- We will consider The Canadian National Institute for the Blind (CNIB) Clear Print Accessibility Guidelines whenever possible.
Use of service animals and support persons
- We will ensure that our employees are trained and familiar with various assistive devices that may be use by supporters with disabilities while accessing our goods and services.
- We will ensure that our employees know how to operate the elevator available on our premises for supporters/visitors.
- We will post information notices at all public entrances that indicate the availability of assistive devices/services and encourage users to seek support from employees as they require it.
- We will explain to our employees that they should not touch or move a person’s assistive device out of their reach without the person’s permission.
- We will communicate to supporters/visitors in our building the accessible features in the immediate environment such as automatic doors or accessible washrooms.
Notice of temporary disruption
- We are committed to welcoming people with disabilities who are accompanied by a service animal.
- We will also ensure that all employees are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
- We are committed to welcoming people with disabilities who are accompanied by a support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
Training for staff
- In the event of a planned or unexpected disruption to services or facilities (such as our elevator) for supporters/visitors with disabilities Compassion Canada will notify supporters/visitors 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 all public entrances and communicated by employees over the phone.
This training will provided within 90 days after employees commence their duties. Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Compassion Canada’s 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 support person
- How to use the elevator available-on-site or other devices that will help with providing our goods and services to people with disabilities
- What to do if a person with a disability is having difficulty in accessing Compassion Canada’s goods and services
- Employees will also be trained when changes are made to the plan.
Supporters who wish to provide feedback on the way Compassion Canada provides goods and services to people with disabilities can email firstname.lastname@example.org
and/or provide verbal feedback over the phone. Compassion Canada will investigate and respond to all complaints relating to such services in a timely, thorough and objective manner.
Modifications to this and other policies
Any policy of Compassion Canada that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
For more information: www.aoda.ca
Read the Accessibility for Ontarians with Disabilities Act