Accessible Customer Service Policy

Jan 13 2012 2:24 PM

The Canadian Marketing Association (CMA) supports the full inclusion of persons with disabilities as set out in the Canadian Charter of Rights and Freedoms, Ontario Human Rights Code, the Ontarians with Disabilities Act, 2001 (ODA) and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

This policy is intended to meet the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the AODA as it applies to the provision of goods and services to the public, and is intended to benefit the full range of persons with disabilities as defined in the Ontario Human Rights Code.

The provision of goods and services by CMA will follow the principles of dignity, independence, integration and equal opportunity, and all customers will be treated with courtesy, made to feel welcome, and have their need for accommodation respected whenever they interact with CMA.

To request this policy in an alternate format contact CMA at 416-391-2362 or reception@the-cma.org..

Our Mission

CMA is a not-for-profit association focused on shaping the future of Marketing in Canada by:

  • Creating a marketplace for Marketing to succeed;
  • Ensuring the strategic role of Marketing within organizations;
  • Building great Marketers and exceptional business leaders.

CMA engages in public activities such as conferences, networking events and educational programs.

CMA strives at all times to provide goods and services in a way that respects the dignity and independence of persons with disabilities. CMA is committed to ensuring that customers with disabilities receive accessible goods and services of the same quality and with the same timeliness as others do.

Scope

  1. This policy applies to the provision of goods and services at premises occupied by CMA and at the site of events held by CMA.
  2. This policy applies to employees, volunteers, or others who deal with the public or other third parties who act on behalf of CMA, including when the provision of goods and services occurs off the premises of CMA such as at a course, seminar or event.
  3. The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises occupied by CMA.

General Principles

CMA will make every reasonable effort 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 way and 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.

Assistive Devices

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

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 access to CMA's goods and services.

CMA will ensure that staff know how to use assistive devices available in its location, if any, and will inform customers of the assistive devices that are available.

Service Animals and Support Persons

Persons with disabilities may bring their service animal into areas of CMA's premises that are open to the public. CMA will ensure that all staff and volunteers dealing with the public are trained in how to interact with persons with disabilities who are accompanied by a service animal.

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 CMA's premises.

On rare occasions, a manager may determine that a support person is needed, or that a service animal cannot enter an area of the premises consistent with other laws. In these instances, managers will suggest appropriate alternatives and provide assistance.

CMA will waive admission fees for support persons attending events. This policy will be posted on the CMA website and made available at locations where fees are collected.

When support persons are required for CMA events (e.g., sign language interpreters, real-time captioners, attendants) arrangements for these support persons will be made (upon request) by CMA. Payment for these support persons will be made by the person requiring the support person's services.

In situations where confidential information might be discussed in the presence of a support person, consent will be obtained from the customer prior to any such conversation and a Non-Disclosure Agreement may be required to be signed by the support person.

Communication

CMA will communicate with persons with disabilities in ways that take into account their disability and enables persons with disabilities to communicate effectively for purposes of requesting, receiving and using CMA goods, services and facilities.

CMA will train staff who communicate with customers on how to interact and communicate with persons with various types of disabilities.

Feedback

The ultimate goal of this policy is to meet customer service expectations while serving persons with disabilities. Comments regarding how well those expectations are being met are welcome and appreciated.

CMA will make available to customers the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers, as well as the methods available for providing feedback. If one method is not suitable, customers may request another method. Feedback received by CMA will be directed to a designated contact person in the appropriate department. Privacy will be respected and all feedback will be reviewed for possible action that can be taken to improve CMA services.

Where possible, complaints will be addressed immediately in a format that is accessible to the complainant. However, some complaints may require more effort to address and must be reviewed for action, possibly at a higher level. Customers can expect acknowledgement of feedback received by CMA within ten business days. The acknowledgement will indicate when the matter will be addressed and when the customer will be notified. CMA will follow up with any required action within the timeframe noted in the acknowledgement.

Service Disruptions

CMA will provide customers with notice, in advance when possible, in the event of a planned or unexpected disruption in the facilities or services used by persons with disabilities. This notice will include information about the goods or services that are affected, the reason for the disruption, how long the disruption is expected to last (if known), and a description of any alternative facilities or services available (if any).

The notice will be placed at all public entrances and service counters on CMA's premises. Depending on the nature of the disruption, notice will also be provided by outgoing telephone and the CMA website.

This notice will be provided in accessible formats.

Training

Staff will be trained, as appropriate, on policies, practices and procedures that affect the way goods and services are provided to persons with disabilities. New staff and staff who commence new duties that involve interaction with the public will undertake training as part of their orientation, if they haven't already done so. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

CMA will provide staff with training that includes:

  • A review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Accessibility Standards for Customer Service;
  • 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 a support person;
  • How to use the equipment or devices available on the premises, if any, that may assist with the provision of goods or services to persons with disabilities;
  • What to do if a person with a disability is having difficulty in accessing CMA goods and services; and
  • CMA policies, practices and procedures relating to the provision of goods or services to persons with disabilities.

CMA will ensure that organizations providing services on behalf of CMA have undertaken accessible customer service, as outlined above. CMA will keep a record of training that includes the dates training was provided and the employees who received training.

Modifications

CMA is committed to ensuring that its customer service policies, practices and procedures respect and promote the dignity and independence of all persons with disabilities. No changes will be made to this policy before considering the impact on persons with disabilities.

Any CMA policy or procedure affecting customer service that does not respect and promote the dignity, independence, integration and equal opportunity of persons with disabilities will be modified or revoked.

The policy and its related procedures will be reviewed as required in the event of legislative changes.

Questions

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, if the purpose of this policy is not understood, or to receive a copy of this policy, please contact:

Canadian Marketing Association
1 Concorde Gate
Suite 607
Don Mills, Ontario M3C 3N6
416-391-2362
reception@the-cma.org

Note:
This document is available in alternate formats on request to CMA at 416-391-2362 or reception@the-cma.org, pursuant to the accessible customer service regulatory requirement.