Accessibility Standards for Customer Service Policy


RLDatix strives at all times to provide its products 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 products and services, and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

 

1. Providing products and services to people with disabilities

RLDatix 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

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

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 over the telephone in clear and plain language and to speak clearly and slowly.

We will offer to communicate with customers by other means of communication if telephone communication is not suitable to their communication needs or is not available. RL Solutions will be available to communicate in writing, by e-mail, by fax and other electronic means.

Assistive devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our products 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 products or services.

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 and e-mail.

We will answer any questions customers may have about the content of the invoice by telephone or e- mail.

 

2. 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 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 RLDatix’ publicly accessible areas 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.


3. Notice of temporary disruption

RLDatix will attempt to 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 public entrances and service counters on our premises.

 

4. Training for staff

RLDatix 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.

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 equipment or devices available on premises or otherwise that may help with the provision of products or services to people with disabilities
  • What to do if a person with a disability is having difficulty in accessing RL Solutiuons products and services
  • RLDatix policies, practices and procedures relating to the customer service standard.

Staff will be trained on policies, practices and procedures that affect the way products 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.

 

5. Feedback process

The ultimate goal of RLDatix 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 RLDatix provides products and services to people with disabilities can be made by e-mail or over the phone.

 

6. 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.

 

7. Questions about this policy

If anyone has a question about the policy, or if the purpose of a policy is not understood, questions may be directed to accessibility@rldatix.com. This policy is available in alternate formats, upon request.

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