Accessible Customer Service Policy 

Insight Advantage Inc. is committed to providing programs and services to customers in a friendly and supportive environment that respects the needs of a diverse client base. 

Insight Advantage Inc. will use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:

  1. Programs and services are provided in a manner that respects the dignity and independence of all persons regardless of race, ethnicity, sex, sexual orientation, age or disability
  2. Alternate measures such as translation/interpretation services or measures that assist with accessibility will be used to deliver services in order to ensure access for all individuals
  3. Programs and services will always be provided in a prompt, courteous and efficient manner
  4. All interactions with persons accessing programs and services will be considered confidential and will be discussed only in a professional context.

 

All Insight Advantage Inc employees share responsibility for ensuring that we honour this commitment.

1.   Quality

Insight Advantage Inc. Programs and Services will be delivered by qualified, well-trained staff who adhere to the organization’s commitment to continuous improvement and on-going education/training.

2.   Cooperation

Insight Advantage Inc. staff will work together to provide the best possible service to clients.  Service will always be provided with the client in mind, and in cooperation with the client in order to ensure their needs are met.

3.   Communication and Correspondence

Insight Advantage Inc. strives to be clear in its communication and respond to inquiries, concerns and questions in a professional and timely manner.

 

Customers can expect the following:

  1. All written correspondence will be professional and timely. Whenever possible, agency letterhead will be utilized.
  2. Communication will always take place with clients taking into consideration unique circumstances such as language, disability and culture. Clients may utilize translators/interpreters, support persons, assistive devices, service animals and other supports to assist in acquisition of programs and services.

Notice of Temporary Disruptions in Services may occur due to reasons beyond Insight Advantage Inc.’s control.  Insight Advantage Inc. will make reasonable efforts to provide notice of any disruptions in service, its anticipated duration and a description of alternative facilities or services, if any, that may be available.  When such disruptions occur, notice will be posted through a variety of means including:  local media, website, posted notices and e-mail notification.

Persons with Disabilities

Under the AODA, Ontario Regulation 429/07 entitled “Accessibility Standards for Customer Service” came into force on January 1, 2008.  That regulation establishes accessibility standards specific to customer service for public sector organizations and other persons or organizations that provide goods and services to members of the public.

Insight Advantage Inc. is committed to providing quality programs and services that are accessible to all persons that we serve.

Persons with disabilities can expect the same customer service standards as outlined above. 

When communicating with persons with a disability, Insight Advantage Inc. will do so in a manner that takes into account the person’s disability.

A person with a disability may provide their own assistive device for the purpose of obtaining, using and benefiting from Insight Advantage Inc.’s programs and services.  It is the responsibility of the person with a disability to ensure that his or her assistive device is operated in a safe and controlled manner at all times.

Persons with a disability may enter Insight Advantage Inc. premises accompanied by a service animal and keep the animal with them.  If it is not readily apparent that the animal is a service animal, Insight Advantage Inc. staff may ask the person with a disability for documentation confirming that the person requires the animal for reasons relating to his or her disability.  It should be noted that it is the responsibility of the person with a disability to ensure that his or her service animal is kept in control at all times.

A person with a disability may access Insight Advantage Inc. programs and services with the assistance of a support person and have access to the support person while on the premises or while participating in Insight Advantage Inc. programs and services.  Insight Advantage Inc. may require a person with a disability to be accompanied by a support person while on Insight Advantage Inc. premises in situations where it is necessary to protect the health and safety of the person with a disability or the health and safety of others on the premises. 

A support person, when assisting a person with a disability to obtain, use or benefit from Insight Advantage Inc.’s programs and services, will be permitted to attend at no charge where an admission fee or user fee is applicable.

Training

Insight Advantage Inc. will ensure that all staff receive appropriate training which includes:

  1. General Customer Service procedures and expectations as they pertain to Insight Advantage Inc.’s programs and services
  2. Customer Service Best Practices
  3. Purposes of the AODA and Accessibility Standards for Customer Service (Ontario Regulation 429/07)
  4. Instruction on Insight Advantage Inc.’s policies, procedures and practices pertaining to the provision of programs and services to persons with disabilities
  5. How to interact and communicate with persons with various types of disabilities, and how to interact with persons using assistive devices, support persons or service animals
  6. Information about equipment, devices or services that may help with the provision of programs and services to persons with unique or special service needs

All employees will receive customer service training.  All new employees will receive the training listed above as part of their New Employee Orientation.

Feedback and Complaint Resolution

Insight Advantage Inc. is committed to providing high quality programs and services to all members of the community it serves.  Feedback is welcomed as it may identify areas that require change and encourage continuous service improvements. 

Feedback from a member of the community about the delivery of programs and services may be given by telephone, in person, in writing, in electronic format or through other methods.

Feedback can be provided to VP Operations, Renee Daudlin-Iacobelli, 519-818-8027, rdaudlin@insightadvantage.ca.

Information about the feedback and complaint resolution process is available upon request at any Insight Advantage Inc. location and notice of the process will be posted on Insight Advantage Inc.’s website (www.insightadvantage. ca).

Documents pertaining to Insight Advantage Inc.’s Customer Service policies, procedures and practices, training records and written feedback processes are available upon request.  When providing a document to a person with a disability, Insight Advantage Inc. will provide the document, or the information contained in the document, in a format that takes the person’s disability into account.

 

Approved by:

Renee Daudlin-Iacobelli                                  Revised Date: April 21, 2020
VP Operations