Purpose and Scope

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is a Provincial Legislation with the purpose of developing, implementing, and enforcing accessibility standards in order to achieve accessibility for persons with disabilities with respect to goods, services, facilities, accommodations, employment, buildings, structures, and premises on or before January 1, 2025.

Ontario Regulation 429/07 entitled “Accessibility Standards for Customer Service” came in for on January 1, 2008. This regulation establishes accessibility standards specific to customer service for public sector organizations and other persons or organizations that provide goods or services to members of the public or other parties.

This policy is in accordance with the Accessibility Standards for Customer Service Ontario Regulation 429/07 and addresses the following:

• The provision of goods or services to those with disabilities
• The use of assistive devices by those with disabilities
• The use of service animals by those with disabilities
• The use of support persons by those with disabilities
• Notice of temporary disruptions in services or facilities
• Staff training
• Customer feedback regarding the provision of goods or services to those with disabilities
• Notice of available and format of documents and meetings

Policy Statement

It is the policy of T-Base Communications that its training, working, and service environments will be maintained free from discrimination and harassment as prohibited by the Ontario Human Rights Code (1962), and the Accessibility for Ontarians with Disabilities Act (1995) (AODA).

It is the Policy of T-Base Communications that every individual has a right to equitable treatment with respect to employment, services, goods, facilities, and accommodation without discrimination in accordance with the provisions of the Ontario Human Rights Code (1962).

T-Base’s core business is providing accessible communication and therefore, providing accessible service for its customers has always been on the forefront. Goods and services will be provided in a manner that is based upon the principles of dignity, independence, integration, and equal opportunity to all of its customers. The provision of goods and services to those with disabilities will be integrated whenever possible. Those with disabilities will benefit from the same services, in the same place, and in a similar fashion as with other customers.

Providing Goods and Services to Persons with Disabilities

T-Base Communications is committed to exceeding expectations in serving all customers including those with disabilities and will carry out its responsibilities to ensure that policies, practices, and procedures are consistent with the following principles:

• T-Base’s goods and services are provided in a manner that respects the dignity and independence of those with disabilities.
• The way in which T-Base provides its goods and services to those with disabilities is integrated with the manner in which those goods and services are traditionally offered.
• Those with disabilities will be given equal opportunities to those without disabilities when concerning their use of T-Base’s goods or services.
• To ensure accessible practices remain customer-friendly, T-Base Communications encourages open, two-way communication and encourages those with disabilities to communicate their need for accommodation or assistance on how their needs can be best met.

Communication

T-Base Communications specializes in creating accessible communications for its banking, telecom, government and education customers, and therefore, is committed to communicating with those with disabilities in ways that take into consideration their disability:

• Employees are trained in how to interact and communicate with customers with disabilities while ensuring the independence, equality, and dignity of all individuals involved remains intact.
• Customers with disabilities are easily accommodated with alternative communication formats that best meet their needs including documents at meetings.

Use of Service Animals, Assistive Devices, and Support Persons

T-Base Communications will ensure that the access, use, and benefit of goods and services are not compromised for those with disabilities who require assistive devices or those who are accompanied by a service animal/support person.

Service animals, such as – but not limited to – guide dogs, hearing dogs, seizure response dogs, or other certified service animals, are welcomed at all T-Base Communications facilities, both in secured areas as well as that are open to the public.  T-Base has always provided a dog friendly environment.

Those with disabilities shall, use, or benefit from goods or services through the use of their own assistive devices on T-Base premises. Exceptions may occur in situations where T-Base Communications has determined that the device may pose a risk to the privacy of those conducting business with the organization. In secure areas, customers will be accommodated by providing an alternative where possible.

T-Base Communications will ensure that employees are trained as required to use assistive devices available on our premises. When certain expertise is required, specially trained staff will assist.

T-Base Communications welcomes customers with disabilities who are accompanied by a support person. At no point will an individual in need of a support person be denied access to that support person. Those in need of a support person will be responsible for providing their own support person.

Billing

In accordance with T-Base Communications’ commitment to accessibility, customers have the option to have their invoices provided in a format which best suits their needs.

Notice of Temporary Disruption to Facilities or Services

In the event that a planned, temporary service disruption occurs that would limit a person with a disability from accessing T-Base facilities or their goods or services, T-Base Communications will make the disruption known to customers through their website, social media, or voicemail. Notices will include reasons for the disruption, its anticipated duration, or alternative offerings.

Employee Training

T-Base Communications will provide AODA customer service training to all employees, contractors and others 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.

Training is available in multiple formats, including, but not limited to, face to face instruction, a documented training module, and other formats as requested. Training using accessible formats is an option.

Training topics will include:

• The purpose of AODA (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 individuals with disabilities who use an assistive device or require the assistance of a service animal or support person.
• How to use the assistive devices available on premises that may assist with conducting business with individuals with disabilities.
• What to do if an individual with a disability is having difficulty accessing goods or services at T-Base.
• Current policies, practices, and procedures relating to the customer service standard.

Feedback Process

The goal of T-Base Communications is to meet the needs of our customer while accommodating the unique requirements of our customers with disabilities. Comments on our products and services regarding how well those needs are being met are welcomed and appreciated.

Feedback regarding the way T-Base Communications provides goods and services to people with disabilities can be made at http://www.tbase.com/en/form/contact-us in person, by telephone, or through email.

Feedback in person, by telephone, or through email should be directed to:

Attn: Director of Operations
T-Base Communications Inc.
19 Main Street
Ottawa, ON
K1S 1A9

Telephone: 613-236-0866        Toll free: 1-800-563-0668        Email:  info@tbase.com

Feedback will be used to improve customer service. In addition, the author of the feedback will be provided with a response in the format in which the feedback was received, unless otherwise specified.