Customer Service Standards Policy (AODA)
PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES
Magnet Forensics Inc. is committed to excellence in serving all customers, including people with disabilities.
Assistive devices
Magnet Forensics will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.
Communication
Magnet Forensics will communicate with people with disabilities in ways that take into account their disability.
Service animals
Magnet Forensics will 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.
We will notify customers of this by posting a notice in the following location(s): on the health and safety board located in the kitchen and on the Intranet.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Magnet Forensics 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.
Services/Facilities include: On entrances to the building.
Magnet Forensics will post the notice of disruption on entrances of organization. The notice will be made publicly available at the following locations: on www.magnetforensics.com, at 2220 University Avenue East, Suite 300, Waterloo, Ontario, and at 535 Legget Drive, Ottawa, Ontario.
Training
Magnet Forensics will provide accessible customer service training to employees, and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.
All Magnet Forensics employees employed in Ontario will be trained on the Customer Service Standards for AODA.
New employees will be trained on Accessible Customer Service within 30 days after being hired. Existing Magnet Forensics employees employed in Ontario will be trained/reviewed annually.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Magnet Forensics Inc.’s plan related to 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 equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities.
- What to do if a person with a disability is having difficulty in accessing Magnet Forensics Inc.’s goods and services
Feedback process
Customers who wish to provide feedback on the way Magnet Forensics provides goods and service to people with disabilities, or require an accommodation, can contact the company in the following way(s):
E-mail to aoda@magnetforensics.com
All feedback, including complaints, will be handled in the following manner:
- In person – ask for HR or an individual from Magnet Forensics Joint Health and Safety Committee.
- Telephone 1-519-342-0195
- E-mail aoda@magnetforensics.com
Customers can expect to hear back in five business days.
Notice of availability
Magnet Forensics will notify the public that our documents related to accessible customer service, are available upon request by posting a notice in the following location(s): externally through our website and internally through our Joint Health and Safety Program.
Modifications to this or other policies
Any policy, practice or procedure of Magnet Forensics that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.