Customer Service Policy Statement: Providing Goods and Services to People with Disabilities

1. Our mission

The mission of Taunton Road Animal Hospital it is our privilege to provide you…our clients…with our professional advice and knowledge to ensure your animals’ health. We will do that by providing a caring and friendly atmosphere, committed to quality services and our promise that we will treat your pet with the dignity, compassion and courtesy that we would expect for ourselves.

2. Our Commitment

In fulfilling out mission, Taunton Road Animal Hospital strives at all times to provide its good 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.

3. Providing goods and service to people with disabilities

Taunton Road Animal Hospital is committed to excellence in serving customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

3.1 Communication

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

We will train staff who communicate with customers about how to interact and communicate effectively with people with various types of disabilities.

3.2 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 email or TTY if telephone communication is not suitable to their communication needs or is not available.

3.3 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 the following assistive devices available on our premises for customers: computers

3.4 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, e-mail, fax or email.

4. Use of service animals and support persons

We are committed to welcoming people with disabilities who are accompanied by a service animal in areas of the hospital 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 Taunton Road Animal Hospital’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.

5. Notice of temporary disruption.

Taunton Road Animal Hospital 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 public entrances and service counters on our premises.

6. Training for staff

Taunton Road Animal Hospital will provide training to all employees, volunteers and others 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:

Veterinarians, Veterinary Technologists, Customer service representatives, managers and kennel staff.

This training will be provided within 30 days of staff commencing their duties.

Training will include the following:

– The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customers service standard.

– How to interact and communicate with people with various types of disabilities

– How to interact and communicate with a person with disabilities who use an assistive device or require the assistance of a service animal or a support person

– How to use the computers (email), TTY and fax machine available on Taunton Road Animal Hospitals 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 Taunton Road Animal Hospitals goods and services

– Taunton Road Animal Hospital’s 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 theses policies, practices and procedures.

7. Feedback process

The ultimate goal of Taunton Road Animal Hospital 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 Taunton Road Animal Hospital provides goods and services to people with disabilities can be made verbally, by email or feedback card. All feedback will be directed to Mark Coleman. Customers can expect to hear back in 14 days. Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.

8. 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 Taunton Road Animal Hospital that does 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. If anyone has a question about the policy, or if the purpose of any part of the policy is not understood, questions should be referred to Mark Coleman of Taunton Road Animal Hospital.