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

The following policy, practices and procedures have been established by Ingersoll Paper Box Co. Limited to govern the provision of its services in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and Regulation 429/07, “Accessibility Standards for Customer Service.”

1. Our mission

The mission of Ingersoll Paper Box Co. Limited it to ensure that its policies, practices and procedures for the provision of its services are consistent with the principles outlined in the Accessibility Standards for Customer Service to effectively provide services to people with disabilities.

2. Our commitment

In fulfilling our mission, Ingersoll Paper Box Co. Limited strives at all times to provide its goods 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 services to people with disabilities

Ingersoll Paper Box Co. Limited 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:

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 on how to interact and communicate 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 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.

Should an individual with a disability be unable to access our goods and services through the use of their own  personal assistive device, we will determine if service is inaccessible, based upon the individual requirements, assess service delivery and potential service options to meet the needs of the individual.

3.4 Billing

We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in hard copy, large print or email.

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

4. Use of service animals and support persons

Visitors to the location are by appointment only. We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that do not pose a safety concern in regards to the regulations stipulated by Health Canada, Canadian Food Inspection Agency and FDA requirements. We will also ensure that all staff dealing with the public is properly trained in how to interact with people with disabilities who are accompanied by a service animal. Due to safety concerns and the regulations stipulated by Health Canada, Canadian Food Inspection Agency and FDA requirements, service animals are not permitted on the production floor.

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 Ingersoll Paper Box Co. Limited’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

Ingersoll Paper Box Co. Limited will provide customers with scheduled appointments, 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 the shipping location on our premises.

6. Training for staff

Ingersoll Paper Box Co. Limited 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:

All management positions and office positions which would interface with the customer.  

This training will be provided within the first week of employment and will be refreshed on a bi-annual basis.

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
  • What to do if a person with a disability is having difficulty in accessing Ingersoll Paper Box Co. Limited’s goods and services
  • Ingersoll Paper Box Co. Limited’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 these policies, practices and procedures.

7. Feedback process

The ultimate goal of Ingersoll Paper Box Co. Limited 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 Ingersoll Paper Box Co. Limited provides goods and services to people with disabilities can be made by notifying the Directing Manager by e-mail or written correspondence. Customers can expect to hear back in 5 business days.

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 Ingersoll Paper Box Co. Limited 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 a policy is not understood, an explanation should be provided by, or referred to, Directing Manager.