AVP MFG & Supply Inc.
Accessible Customer Service Plan
Providing Goods and Services to People with Disabilities
**Please note that this policy is in effect 01/01/12**
AVP is committed to excellence in serving all customers including people with disabilities.
For the purposes of this document, a "Customer" can be defined as any non-employee who visits AVP
(e.g. courier, Vendor Rep).
Assistive Devices
We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
Communication
We will communicate with people with disabilities in ways that take into account their disability.
Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for support persons for admission to AVP's premises.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, AVP will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative services, if available. The notice will be placed in Shipping/Receiving.
Training for Staff
AVP will provide training to employees and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained:
- Production Manager
- Sales department
- Accounting Manager
- General Manager
- Engineering department
- Shipping/Receiving staff
- Marketing Director
- Milling department
This training will be provided to staff within 3 months of passing probation review.
Training will include
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- AVP's Accessible Customer Service Plan.
- 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 AVP's goods and services
Staff will also be trained when changes are made to AVP's Accessible Customer Service Plan.
Feedback Process
Customers who wish to provide feedback on the way AVP provides goods and services to people with disabilities can phone, write, or email:
AVP MFG & Supply Inc.
2288-B7 Dumfries Rd, RR2
Cambridge ON Canada N1R 5S3
Toll-Free: 800-481-2493
Phone: 519-740-7966
Fax: 519-740-7966
Email: [email protected]
All feedback will be directed to the General Manager. Customers can expect to hear back within 30 days.
Complaints will be addressed according to our organization's regular complaint management procedures.
Modifications to This or Other Policies
Any policy of AVP that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
