Customer Service Policy Statement
Providing Goods and Services to People with Disabilities
Miratel Solutions Inc. (MSI) will maintain a work environment and culture that treats employees and customers with respect and dignity.
In fulfilling our mission, MSI strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also 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.
MSI is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
Communication – MSI will utilize current technologies to enhance the experience of customers with disabilities. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
Telephone services – We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers in a manner that is considerate and respectful of their disability. We will offer to communicate with customers by TTY, relay services or email if telephone communication is not suitable to their communication needs or is not available.
Assistive devices – We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. 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 also ensure that staff knows how to use assistive devices like TTY and make them available on our premises.
Billing – We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon 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.
Use of service animals and support persons
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 in how to interact with people with disabilities who are accompanied by a service animal.
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 MSI’s premises with his or her support person. 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 our premises.
Notice of temporary disruption
MSI will advise clients 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. Clients will be notified via email.
Training for staff
MSI will provide training to all employees who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Individuals in the following positions will be trained:
- Customer Relationship Agents, Administration, Facilities and all levels of management
AODA training will be incorporated into introductory training. Training will include the following:
- The purposes of the Accessibility for Ontarians 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\
- How to use the TTY and relay services available on provider’s premises or otherwise that may help with the provision of goods or services to people with disabilities
- What to do if a person with a disability is having difficulty in accessing MSI’s services
- MSI policies, practices and procedures relating to the 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.
The ultimate goal of MSI 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 MSI provides goods and services to people with disabilities can be made by telephone, mail or email. All feedback will be directed to the Human Resources Department (email@example.com). Customers can expect to hear back in within 2 business days.
Modifications to this or other policies
We are 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.
Any policy of MSI that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, the Human Resources Department (firstname.lastname@example.org).