ACCESSIBLE CUSTOMER SERVICE POLICY

Purpose

This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

All goods and services provided by Rental City shall follow the principles of dignity, independence, integration and equal opportunity.

Scope

This policy applies to the provision of goods and services at premises owned and operated by Rental City. This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Rental City, including when the provision of goods and services occurs off the premises of the company such as delivery services, drivers, etc.

The section of this policy that addresses the use of service animals only applies to the provision of goods and services that take place at premises owned and operated by Rental City

This policy shall also apply to all persons who participate in the development of the company’s policies, practices and procedures governing the provision of goods and services to members of the public or third parties.

Responsibility

Regional Managers are responsible for:

• ensuring that the Store Managers are following and enforcing this procedure.
• ensuring that department employees are trained in this procedure

Store Managers are responsible for:

• enforcing this procedure with their workers.

Workers are responsible for:

• following this procedure when dealing with the public or anyone identified in this process.

Additionally Rental City Managers are responsible for:

• providing training in a timely manner
• keeping records of training
• responding to feedback from customers and others identified in this procedure

Definitions

Assistive Device

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 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:

• any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
• a condition of mental impairment or a developmental disability;
• a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
• a mental disorder; or
• an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Service Animal

As reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:

• it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
• if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Support Person

As reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

Procedure

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:

1. The Provision of Goods and Services to Persons with Disabilities;
2. The Use of Assistive Devices
3. The Use of Service Animals
4. The Use of Support Persons
5. Customer Feedback
6. Training
7. Notice of Availability and Format of Required Documents

1. The Provision of Goods and Services to Persons with Disabilities

Rental City will make reasonable efforts to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

• ensuring that all customers receive the same value and quality;
• allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
• using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
• taking into account individual needs when providing goods and services; and
• Communicating in a manner that takes into account the customer’s disability.

2. Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Rental City.

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.

3. Service Animals

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

Exclusion Guidelines:

If a service animal is excluded by law, Rental City will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).

Recognizing a 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, Rental City may request verification from the customer.

Verification may include:

• a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
• a valid identification card signed by the Attorney General of Canada; or,
• a certificate of training from a recognized service animal training school.

Care and Control of the Animal:

The customer that is accompanied by a service animal is responsible for maintaining care and control of the animal at all times.

Allergies:

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

4. Support Persons

If a customer with a disability is accompanied by a support person, Rental City will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.

5. Feedback Process

Rental City shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities.  Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, email), will be available upon request.

Submitting Feedback:  Customers can submit feedback to: aoda@rentalcity.ca

Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

6. Training

Training will be provided to:

1. All employees who deal with the public that act on behalf of Rental City.
2. Rental City will provide training as soon as practicable. Training will be provided to new employees who deal with the public or act on our behalf. Revised training will be provided in the event of changes to legislation, procedures and/or practices.
3. Record of Training: Rental City will keep a record of training that includes the dates training was provided and the number of employees who attended the training.
4. Training will cover the following:
   • A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
   • A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
   • Instructions on how to interact and communicate with people with various types of disabilities.
   • Instructions on how to interact with people with disabilities who:
     • use assistive devices;
     • require the assistance of a service animal; or
     • require the use of a support person
   • Instructions on what to do if a person with a disability is having difficulty accessing your services.
   • Rental City policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

7.0       Reference Documents

• Accessibility for Ontarians with Disabilities Act, 2005
• Accessibility Standards for Customer Service, Ontario Regulation 429/07
• Blind Person’s Rights Act, 1990
• Dog Owners’ Liability Act, Ontario
• Food Safety and Quality Act 2001, Ontario Regulation 31/05
• Health Protection and Promotion Act, Ontario Regulation 562
• Ontario Human Rights Code, 1990