Customer Service Policy Statement:
1. Our commitment
PGL Environmental Consultants (PGL) is committed to providing, quality services in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services, in the same place and in a similar way as other clients.
2. Providing goods and service to people with disabilities
PGL is committed to excellence in serving all clients including people with disabilities and this is how we’ll ensure our commitments:
We’ll communicate with people with disabilities in ways that take into account their disability. We’ll train villagers (employees) who communicate with clients on how to interact and communicate with people with various types of disabilities.
We are committed to providing fully accessible telephone service to our clients. We’ll train villagers to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly. We’ll offer to communicate with clients by other means of communication that apply (e.g. email, TTY) if telephone communication is not suitable to their communication needs or is not available.
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. Our villagers are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our services and know how to use the following assistive devices available on our premises for clients.
We are committed to providing accessible invoices to all of our clients. Upon request, invoices will be provided in hard copy, large print or e-mail. We will answer any questions clients may have about the content of the invoice in person, by telephone or email.
3. Use of service animals and support persons
We’re committed to welcoming people with disabilities who are accompanied by a service animal or a support person, on the parts of our premises that are open to the public and clients. All villagers, volunteers and others dealing with the public are properly trained on how to interact with people with disabilities who are accompanied by a service animal. 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.
4. Notice of temporary disruption
PGL will provide clients 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.
5. Training of Villagers
PGL will provide training to all villagers, 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 client service policies, practices and procedures. Individuals in the following positions will be trained:
- Villagers operating in Ontario
- Managers and Executives
- Accounting (billing)
This training will be provided as a part of PGL’s New Villager Orientation.
Training will include the following:
- The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the requirements of the client 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.
- What to do if a person with a disability is having difficulty in accessing PGL’s services.
- PGL’s policies, practices and procedures relating to the customer service standard.
- Villagers will be trained on policies, practices and procedures, as applicable, that affect the way services are provided to people with disabilities. Villagers will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
6. Feedback process
The ultimate goal of PGL is to meet and surpass client expectations while serving clients with disabilities. We appreciate and welcome any feedback on how we could better meet our clients’ needs and expectations. Feedback regarding the way PGL provides goods and services to people with disabilities can be made by e-mail to our client’s main PGL contact, on our “Contact Us” webpage (at www.pggroup.com ), verbally (over the phone or in person). All feedback will be confidential and directed to the President and Human Resources. Our goal is to follow up with client concerns within 5 business days.
7. Modifications to this or other policies
We’re committed to developing client 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 PGL that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
8. Questions about this policy
This policy exists to achieve service excellence to clients with disabilities. Human Resources will be responsible for answering any questions about the policy or explaining the purpose if it is not understood.