Accessible Customer Service Plan

 

 

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.

Assistive devices

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.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Service animals

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.

Support persons

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

Department Supervisors

Managers

Administrative Staff

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.

Feedback process

A copy of our Accessible Customer Service Plan can be found on our web site at http://www.buchnermfg.com.

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:

Email: jodit@buchnermfg.com

Fax: (905) 836-1552

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 ofBuchner Manufacturing Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. 

 

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