Accessibility for Customers With Disabilities Policy

The Accessibility for Ontarians with Disability Act, 2005 (AODA), is a Provincial Legislation with the purpose of developing, implementing, and enforcing accessibility standards for persons with disabilities with respect to goods, services, facilities, accommodation, employment, and the built environment.

Under the Human Rights Code

“Disability” covers a broad range and degree of conditions, both visible and invisible. A disability may have been present from birth, caused by an accident, or developed over time. It includes physical, mental, and learning disabilities, mental disorders, hearing or vision disabilities, epilepsy, drug and alcohol dependencies, environmental sensitivities, as well as other conditions [Reference: Ontario Human Rights Code].

Our Commitment

Canadian Metal Buildings recognizes and values the diversity that exists within our community and 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 duly committed to ensuring that individuals with a disability shall receive equal access to goods and services on our premises in a timely manner, and will do so by preventing and removing barriers to accessibility. Individuals with a disability shall be treated in a manner free from discrimination in accordance with the provisions of the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code.

Customer Service Standards

Canadian Metal Buildings is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas of Customer Service. Such standards are created to comply with Regulation 429/07 of the AODA – Accessibility Standards for Customer Service. Regulation 429/07 sets out guidelines for preventing and removing barriers to accessibility to improve various types of customer services. Regulation 429/07 required private organizations to comply with the Customer Service Standard as of January 1, 2012.

Communication

• We will communicate with people with disabilities in ways that take into account their disability.
• We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone Services

• We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
• We will offer to communicate with customers by e-mail if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices

An assistive device is any device that helps an individual improve a disability and enables them to do what they might otherwise not be able to do. A wheelchair, for example, is an assistive device that aids in mobility.

At Canadian Metal Buildings, we will ensure that individuals can use their personal assistive devices to access our goods and services; and, we will ensure that the relevant staff is trained in the various assistive devices to support them.

Billing

We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, emailed, mailed or couriered, and converted to large print if required.

We will answer any questions customers may have about the content of the invoice in person, by telephone or by email.

Service Animals and Use Of

A service animal is an animal used by a person with a disability which includes, but is not limited to a dog, and is required by the person for reasons related to their disability.

Any person who is accompanied by a service animal will be permitted on our premises that are open to the public and will be able to keep the animal by their side. We will also ensure that all relevant staff is properly trained in how to interact with people with disabilities who are accompanied by a service animal.

Support Persons

A support person is any person who accompanies the disabled individual and helps them with mobility, communication, access to goods or services, and overall care.

Any person with a disability who is accompanied by a support person will be allowed to enter Canadian Metal Building’s premises with their 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.

No fees will be charged now or in the future to any support persons for entering the premises of Canadian Metal Buildings.

Notice of Temporary Disruption

A disruption is either a planned or unplanned interruption in services or facilities. This may include out of order washroom facilities, entryways, website, or telephones.

In the event of a disruption, Canadian Metal Buildings will provide customers with notice and will provide information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. A planned temporary service disruption will be preceded by advance notice to customers where possible.

The notice will be placed at all public entrances and service counters on our premises.

Training for Staff

Canadian Metal Buildings will provide training to all employees.

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
• How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
• What to do if a person with a disability is having difficulty in accessing Canadian Metal Buildings’ goods and services
• Canadian Metal Buildings' policies, practices, and procedures relating to the customer service standard

Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback Process

Comments on our services regarding how well these expectations are being met are welcome and appreciated.

Feedback can be given by:

• Telephone: 289-525-0115 (People and Culture Department)
• Email: hr@canadianmetalbuildings.com
• Completing the Feedback Form below
• Completing a paper Feedback Form conveniently available through the Front Desk Receptionist or the People and Culture Department

All collected feedback information will be filtered through the People and Culture Department and directed to Senior Management.

Appropriate action will be taken if needed, including a review of current policies, practices, and procedures to determine if any changes are required. Every attempt will be made to respond to the Customer's concern within one week.

Accessibility and Service Feedback Form

Canadian Metal Buildings is committed to providing accessible customer service. We welcome your comments to help us monitor and improve our services and your experiences.