Accessible Customer Service Policy Statement
Accessibility Standards for Customer Service
Ontario Regulation 429/07
Date of Policy: February 12, 2017
The Metcalfe Hotel is committed to eliminating barriers and improving accessibility for persons with disabilities in a manner that respects dignity, independence, integration and equality of opportunity. The Metcalfe Hotel permits persons with a disability to use their own assistive devices when accessing our goods or services. These assistive devices may include but are not limited to: support persons, service animals, communication aids, cognition aids, mobility aids and medical aids.
This policy is intended to meet the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 and all related standards and regulations introduced under this legislation, ensuring that persons with disabilities are provided equal opportunities and standards of service. Reasonable efforts will be made to ensure that:
Persons with disabilities are provided equal opportunity to obtain, use and benefit from The Metcalfe Hotel’s goods and services.
Goods and services are provided in a manner that respects the dignity and independence of persons with disabilities.
Communications with a person with a disability are conducted in a manner that takes the person’s disability into account.
Persons with disabilities may use assistive devices, service animals and support persons as is necessary to access The Metcalfe Hotel’s goods and services.
This policy applies to all The Metcalfe Hotel employees as well as volunteers, agents, contractors who act on behalf of or represent The Metcalfe Hotel in any manner.
The use of assistive devices by persons with disabilities to obtain, use or benefit from The Metcalfe Hotel’s goods or services is recognized unless otherwise prohibited due to health and safety or privacy issues.
Persons with disabilities are permitted to be accompanied by their support person in areas/premises that are open to the public, when accessing goods and services provided by The Metcalfe Hotel. If a person with a disability is accompanied by a support person, The Metcalfe Hotel shall ensure that both persons are permitted to enter the premises together and that the person with a disability is not prevented from having access to the support person while on the premises.
Persons with disabilities are permitted to be accompanied by their service animal and keep that animal with them in areas/premises that are open to the public, when accessing goods and services provided by The Metcalfe Hotel.
In the event that a service animal is otherwise prohibited by law from the premises, The Metcalfe Hotel will ensure that other measures are available to enable the person with a disability to obtain, use or benefit from The Metcalfe Hotel’s goods and services.
Communication, Telephone services
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.
We will offer to communicate with customers by email if telephone communication is not suitable to their communication needs or is not available.
In the event of a planned service disruption to facilities, services or systems that are relied upon by persons with disabilities to access The Metcalfe Hotel’s goods or services, notice of the disruption shall be provided in advance.
Notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities, services or systems that may be available.
Notice may be given by posting the information in a prominent location on The Metcalfe Hotel’s premises or posted on The Metcalfe Hotel’s website or by such other method as is reasonable under the circumstances. In the event of an unexpected disruption, notice will be provided as soon as possible.
Employees, volunteers, agents/contractors of The Metcalfe Hotel who interact with the public or other third parties on behalf of The Metcalfe Hotel or who participate in developing The Metcalfe Hotel’s policies, practices and procedures governing the provision of goods or services to members of the public or other third parties will receive training on the following topics as outlined in Ontario Regulation 420/07:
Review of the AODA and the requirements of Regulation 429/07
How to interact and communicate with persons with various types of disabilities
How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or the assistance of a support person
What to do if a person with a particular type of disability is having difficulty accessing The Metcalfe Hotel’s goods or services
The Metcalfe Hotel’s Accessible Customer Service policies, procedures and practices
The ultimate goal of the Metcalfe Hotel is to meet and surpass customer expectations while providing service to customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated.
Feedback from a member of the public or third party about the delivery of goods and services to persons with disabilities may be given by telephone, in person, in writing, in electronic format or through other methods.
Feedback shall be received in any form (in person, by telephone, in writing, fax, by email) and all such documents will be logged. All questions and concerns received by our Guest Services Team shall be acknowledged within a maximum of 2 business days from the date of receipt. Response time to the feedback will depend on the issue, but will not exceed 15 business days unless there are extenuating circumstances involved.
Notice of Availability of Documents
Documents required under this regulation are available upon request. The Metcalfe Hotel will take into consideration the person’s disability and provide documents in an appropriate format. The Metcalfe Hotel and the person with a disability will agree on what format will be used.
Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of the policy is not understood, questions can be referred to the General Manager of The Metcalfe Hotel.