Accessibility for Ontarians
with Disabilities Act (AODA)
UNIFORM RENTAL SOLUTIONS.
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1. Background
Northern Uniform Service is subject to provincial legislation which has been enacted with the goal of developing standards to improve accessibility for people with disabilities. Such legislation requires Northern Uniform Service to be in compliance with customer service accessibility standards.
2. Purpose
This policy aims to ensure that individuals with disabilities are provided an equal opportunity to obtain, use and benefit from Northern Uniform’s goods and services. Reasonable efforts will be made to ensure that:
- Goods and services are provided in a manner that respects the dignity and independence of individuals with disabilities;
- The goods and services provided to individuals with disabilities are integrated with the provisions to others unless an alternate measure is necessary to allow a person with a disability to benefit from the goods and services. The alternate measure may be temporary or permanent;
- Communication with an individual with a disability is conducted in a manner that takes into account their disability;
- Individuals with disabilities may use assistive devices, service animals and support persons as is necessary to access Northern Uniform’s goods and services. If a service animal is excluded by law from a premise, other measures will be made available for the person with a disability to access the goods and/or services.
3. Scope
This policy governs the provision of goods and services by Northern Uniform Service at all Northern Uniform Service owned and operated facilities, as well as the provision on Northern Uniform Service goods and services off the premises by Northern Uniform Service employees, volunteers, agents and/or contractors, visitors who act on behalf or represent Northern Uniform Service.
The part of the policy that deals with the use of service animals and support persons applies only to goods and services provided by Northern Uniform Service at premises owned or operated by Northern Uniform Service.
4. Our Mission
We serve businesses by delivering effective image programs to help our customers achieve higher employee morale, higher productivity, lower costs, a safer work environment, and compliance with their statutory and regulatory requirements and industry codes of practice.
Consistently supplying complete, on-time delivery of quality products at a fair price, every day, drives our growth.
5. Our Commitment
In fulfilling our mission, Northern Uniform Service is committed to providing its goods and services in a way that respects the dignity and independence of individuals with disabilities. Furthermore, we are committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
6. Procedure
Northern Uniform Service is committed to excellence in serving all customers including individuals with disabilities and we will carry out our functions and responsibilities in the following areas below.
We will communicate with individuals with disabilities in ways that take into account their disability. We will train staff to communicate with customers on how to communicate and interact with individuals with various types of disabilities.
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by e-mail and other services which may become available if telephone communication is not suitable to their communication needs or is not available.
We are committed to serving people with disabilities who use assistive devise to obtain, use or benefit from our goods and services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by individuals with disabilities while accessing our goods and services.
We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon a customer request: hard copy, large print, and e-mail.
We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.
We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained on how to interact with people with disabilities who are accompanied by a service animal while continuing to adhere to ISO protocols, procedures and standards.
We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Northern Uniform Service’s premises with their support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on our premises.
7. Notice of Temporary Disruption
Northern Uniform Service will provide customers with notice in the event of a planned or unexpected disruption in the facilities and services usually used by individuals with disabilities. This notice will include information about the reason for the disruption, the anticipated disruption, and a description of alternative facilities or services, if available.
The notice will be placed at all public entrances and service counters on our premises.
8. Training for Staff
Northern Uniform Service will ensure that all individuals to whom this policy applies receives training as required by applicable legislation.
This training will be provided as soon as practicable following a new employee commencing employment with Northern Uniform Service.
Training will include the following:
- The purpose of applicable law – including the Accessibility for Ontarian with Disabilities Act, 2005 and the requirements of the customer service standard
- 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 Northern Uniform’s goods and service
- Northern Uniform Service’s policies, practices and procedures relating to customer service standard
Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
9. Feedback Process
The ultimate goal of Northern Uniform Service is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way Northern Uniform Service provides goods and services to people with disabilities can be made by letter, e-mail, fax, or verbally. All feedback will be directed to Northern Uniform Service’s Human Resources personnel. Customers can expect to hear back within 3 business days.
10. Modification to this or other policies
We are committed to developing customer service policies that respect and promote the dignity and independence of individuals with disabilities. Therefore, no changes will be made to this policy before considering the impact on individuals with disabilities.
11. Questions about this policy
The purpose of this policy is to provide a framework through which Northern Uniform Service can achieve service excellence for individuals with disabilities. If anyone has questions about this policy, please contact us.
