Ramkey Logo 1.866.260.6266
Accessiblity

Purpose:

The purpose of this Customer Service Standard Policy is to fulfill the requirements set out in regulation 429/07 of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and to establish a policy for Ramkey Communications Inc. that governs the provision of its services to persons with disabilities.

Ramkey Communications Inc. is committed to providing accessible service for its customers. Services will be provided in a manner that respects the dignity and independence of all customers. The provision of services to persons with disabilities will be integrated whenever possible. Persons with disabilities will be given an equal opportunity to that given to others, to obtain, use or benefit from the services provided by and on behalf of Ramkey Communications Inc.

Scope:

a) This policy applies to the provision of services at premises owned and operated by Ramkey Communications Inc.
b) This policy applies to all employees and contractors hired by Ramkey Communications Inc. or other third parties that act on behalf of the Company and who deal with the public including when the provision of services occurs off the premises of Ramkey Communications Inc.
c) The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of services that takes place at premises owned and operated by Ramkey Communications Inc.
d) This policy shall also to all persons who participate in the development of Ramkey Communications Inc.'s policies, practices and procedures governing the provision of goods and services to members of the public or third parties.

Core Principles of AODA:

Dignity - service that is provided in a way that allows the person with a disability to maintain self-respect and the respect of other people.
Independence - allowing a person with a disability to do things on their own without unnecessary help or interference from others.
Integration - service is provided in a way that allows the person with a disability to benefit from the same services, in the same place and in the same or similar way as other customers, unless an alternate measure is necessary to enable the person to access goods or services.
Equal Opportunity - people with disabilities have an opportunity equal to that given to others to access your goods or services.

Definitions:

Accessible - refers to the delivery of a good or service that is presented in a manner that is easily understood or appreciated and is easy to get at and/or reached and/or obtained.

Assistive Device - is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving,breathing, remembering and/or reading.

Disability - the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

Guide Dog - is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons' Rights Act, to provide mobility, safety and increased independence for people who are blind.

Service Animal - as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:

Service Dog - as reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:

Procedures:

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation, this policy addresses the provision of goods and services to persons with disabilities and includes the following:

Ramkey Communications Inc. will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

A. Assistive Devices

These include but are not limited to

Customer's own assistive device(s):
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Ramkey Communications Inc.
In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. For example, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.

B. Guide Dogs, Service Animals and Service Dogs

A customer with a disability that is accompanied by a guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

Recognizing a Guide Dog, Service Dog and/or Service Animal:
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Ramkey Communications Inc. may request verification from the customer.
Verification may include:

Care and Control of the Animal:
The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.

Allergies:
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Ramkey Communications Inc. will make all reasonable efforts to meet the needs of all individuals.

C. Support Persons

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.

There may be times where seating and availability may prevent the customer and support person from sitting/standing beside each other. In these situations Ramkey Communications Inc. will make every reasonable attempt to resolve the issue.

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.

D. Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Ramkey Communications Inc. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use Ramkey Communications Inc.’s goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

Notifications will include:
In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

When disruptions occur Ramkey Communications Inc. will provide notice by: if disruption will be known in advance, Ramkey Communications Inc. will:

E. Feedback Process

Ramkey Communications Inc. shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Feedback can be provided by verbally communicating to a staff member or by telephone or by fax or via email.

Submitting Feedback:
Customers can submit feedback to:
Kim Hendrie
Supervisor Human Resources/Payroll
Ramkey Communications Inc.
20 Roy Blvd, Unit 2, Brantford ON, N3R 7K2
Telephone: 519-759-8884 ext. 128
Fax: 519-759-0643
Email: kim.hendrie@ramkey.ca

Customers who wish to provide feedback can do so by verbally communicating to a Ramkey Communications Inc. employee or may contact the individual named above.
Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

F. Training

Training will be provided to:
a) all employees and contractors hired by Ramkey Communications Inc. or other third parties that act on behalf of the Company and who deal with the public
b) those who are involved in the development and approval of customer service policies, practices and procedures.

Training Provisions:
As reflected in Ontario Regulation 429/07, regardless of the format, training will include the following:

Training Schedule:
Ramkey Communications Inc. will provide training as soon as practicable. Training will be provided to new employees and contractors hired by Ramkey Communications Inc. or other third parties that act on behalf of the Company and who deal with the public or act on our behalf during orientation. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Record of Training:
Ramkey Communications Inc. will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

G. Notice of Availability and Format of Required Documents

Ramkey Communications Inc. shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer's disability.

This policy and its related procedures will be reviewed as required in the event of legislative changes.