Accessible Customer Service Plan
Providing Goods and Services to People with Disabilities
Buchner Manufacturing Inc.is committed to excellence in serving all customers including people with disabilities.
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.
We will communicate with people with disabilities in ways that take into account their disability.
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.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities [credit card/interact services, washroom or temporary closure of facility], Buchner Manufacturing Inc. 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 facilities or services, if available.
The notice will be placed at all public entrances at this facility.
Training for staff
Buchner Manufacturing Inc. will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained:
Customer service representatives
This training will be incorporated into the initial training procedures for each new employee of Buchner Manufacturing Inc.
Training will include:
An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
Buchner Manufacturing Inc.’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 our Company’s goods and services
Staff will also be trained when changes are made to the accessible customer service plan.
For copy of our Accessible Customer Service Plan please email firstname.lastname@example.org
Customers who wish to provide feedback on the way Buchner Manufacturing Inc. provides goods and services to people with disabilities can be communicated to our Human Resources Department in the following ways:
Telephone Human Resources at (905) 836-1506
Or, you can speak to one of our Customer Service Representatives and they will communicate feedback on your behalf
Customers can expect to hear back in 10 - 15 business days. Complaints will be addressed according to our organization’s regular complaint management procedures.
Modifications to this or other policies
Any policy of Buchner Manufacturing Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Accessibility Plan and Policies for Buchner Manufacturing Inc
This accessibility plan outlines the policies and actions that Buchner Manufacturing Inc. (“BMI”) will put into place to improve opportunities for people with disabilities.
Statement of Commitment
BMI is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.
Accessible Emergency Information
BMI is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.
BMI will provide training to employees, volunteers and other staff members on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers, and other staff members.
BMI will take the following steps to ensure employees are provided with the training needed to meet Ontario’s accessible laws by January 1, 2015:
Provide training via BMI’s online training web site;
Provide both individual and group training to employees in person by a qualified trainer
Information and Communications
BMI is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs.
BMI will take the following steps to ensure existing feedback processes are accessible to people with disabilities upon request by January 1, 2015:
Provide contact information on BMI’s policy publicly posted
BMI will take the following steps to make sure all publicly available information is made accessible upon request by January 1, 2016:
Post in public view at each branch location
Post on BMI website
BMI will take the following steps to make all websites and content conform to WCAG 2.0, Level AA by January 1, 2021:
Retain the services of Eyelight Creative Marketing Services to update the Buchner Manufacturing Inc. website so that it conforms to WCAG Level 2 AA accessibility requirements
BMI is committed to fair and accessible employment practices.
We will take the following steps to notify the public and staff that, when requested, BMI will accommodate people with disabilities during the recruitment and assessment processes and when people are hired:
Include this statement on all BMI application forms and job postings and Career Section of BMI Website
Add a clause to every Offer of Employment/Agreement which will include contact information of the person who will assist the employee to make any accommodation arrangements necessary.
BMI will take the following steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability:
Communicate with employee and health care practitioner to determine what we can do to accommodate the employee
Develop a Return to Work Plan with the employee that may include modified duties and hours of work as required
Monitor progress on an ongoing basis or until full recovery, if applicable we will take the following steps to ensure the accessibility needs of employees with disabilities are taken into account if BMI is using performance management, career development, and redeployment processes:
deliver performance reviews to each employee in person, discussing all areas of the review so that there is a clear understanding of his/her job expectations
remove all barriers and/or modify job expectations and duties as needed in order to enable an employee with a disability to perform his/her duties efficiently
Design of Public Spaces
BMI will meet the Accessibility Standards for the design of public spaces when building or making major modifications to public spaces. Public spaces include:
Outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas, and accessible pedestrian signals
designated parking spaces clearly signed for staff and/or customers with disabilities
In the event of a service disruption to any accessible parts of our public spaces, BMI will give advanced notice to the public, and provide alternatives if available either via BMI web site or by signs clearly visible to the public.
For more information
For more information on this accessibility plan, please contact
Human Resources, attention J. Terry
Phone: 905-836-1506, ext. 201