Customer Service Policy Statement
This policy sets out customer service standards of Wenrick
Kennels Inc. Operating as "Rainbow District Animal Control and Shelter Services" (the “Company”) in providing goods and services to people with
disabilities in Ontario.
The Company strives at all times to provide its
goods and services in a way that respects the dignity and independence of
people with disabilities. It is
committed to giving people with disabilities the same opportunity to access the
Company’s goods and services and allowing them to benefit from the same
services, in the same place and in a similar way as other customers.
3. Providing Goods and Services to People with
The Company is committed to excellence in serving
all customers including people with disabilities. It will carry out its functions and
responsibilities in the following areas.
The Company will communicate with people with
disabilities in ways that take into account their disability. It will train its team members who communicate
with customers on how to interact and communicate with people with various
types of disabilities.
3.2 Telephone Services
The Company is committed to providing fully
accessible telephone service to its customers. It will train its team members to communicate with customers over the
telephone in clear and plain language and to speak clearly and slowly.
The Company will offer to communicate with
customers by way of web-based customer care request, e-mail or fax if telephone
communication is not suitable to their communication needs or is not available.
3.3 Assistive Devices
The Company is committed to serving people with
disabilities who use assistive devices to obtain, use or benefit from its goods
and services. It will ensure that its
team members are trained and familiar with assistive devices that may be used
by customers with disabilities while accessing the Company’s goods or services.
3.4 Orders and Billing
The Company is committed to providing accessible
order placements and invoices to all of its customers. For this reason, order placements and
invoices will be provided in the following formats upon request: hard copy,
e-mail, fax and email.
The Company will answer any questions customers may
have about their orders or the content of an invoice in person, by telephone or
4. Use of Service Animals and Support Persons
The Company is committed to welcoming people with
disabilities who are accompanied by a service animal on the parts of the
Company’s premises that are open to its customers or to other applicable third
parties. The Company will ensure that
its team members dealing with such customers and third parties are properly
trained in how to interact with people with disabilities who are accompanied by
a service animal.
The Company is also 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 the Company’s premises
with his or her support person without payment of any fees. 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 the Company’s premises.
5. Notice of Temporary Disruption
The Company will provide customers with notice in
the event of a planned or unexpected disruption in the facilities or services
usually used by people with disabilities. This notice will include information about the reason for the
disruption, its anticipated duration and a description of alternative
facilities or services, if available. The notice will be placed at all entrances and service counters on the
Company’s affected premises.
Training for staff
Company will provide training to all team members who deal with customers or
other applicable third parties in Ontario on the Company’s behalf, and all
those who are involved in the development and approvals of this customer
service policy, practices and procedures.
Training will include the following:
purposes of the Accessibility for Ontarians with Disabilities Act, 2005
and the requirements of the customer service standard;
to interact and communicate with people with various types of disabilities;
to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
-how to use the alternative means to help provide goods or services to people
to do if a person with a disability is having difficulty in accessing the Company’s goods and services; and
Company’s policies, practices and procedures relating to this Ontario
Accessibility Customer Service Standard.
Applicable team members will be trained on
policies, practices and procedures that affect the way goods and services are
provided to people with disabilities in Ontario. Team members will also be trained on an
ongoing basis when changes are made to these policies, practices and procedures.
7. Feedback Process
The ultimate goal of the Company is to meet and
surpass customer expectations while serving customers with disabilities in
Ontario. Comments on its services
regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way the Company provides
goods and services to people with disabilities in Ontario can be made verbally
in person or by phone or by e-mail or fax. All feedback will be directed to the owner Customers can expect to hear back in ten
8. Modifications to this Policy
Company is committed to developing customer service policies that respect and
promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this
policy before considering the impact on people with disabilities.
Policies, if any, of the Company that do not
respect and promote the dignity and independence of people with disabilities
will be modified or removed.
9. Questions about this Policy
This policy exists to achieve service excellence to
customers with disabilities in Ontario. If anyone has a question about this policy, or if the purpose of this
policy is not understood, an explanation should be provided by, or referred to
the Company’s owner.
Notice of AODA Policy and Feedback Process Provision
of goods or services to People with Disabilities in Ontario
At Wenrick Kennels Inc., we
strive to improve accessibility for our customers with disabilities. Pursuant to the Accessibility for Ontarians with Disabilities Act, we have
developed an Ontario Accessibility Customer Service Policy Statement which is
available at www.rdshelter.ca
and upon request.
We welcome any comments, questions and suggestions you may have about
the provision of our goods or services to people with disabilities in
Ontario. Please contact us as follows to
share your comments.
Rainbow District Animal Control and Shelter Services