Accessibility and 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 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.” In general, the AODA ensures that companies deliver service in a way that preserves the dignity and independence of people with disabilities. SPECIFIC policy outlines can be found after Customer Service Policy Statement.
Requirements under the OADA, regulation 429/07
1. Establish policies, practices and procedures on providing goods or services to people with disabilities.
2. Set a policy on allowing people to use their own personal assistive devices to access your goods and use your services and about any other measures your organization offers (assistive devices, services or methods) to enable them to access your good and use your services.
3. Use reasonable efforts to ensure that policies, practices and procedures are consistent with the core principles of independence, dignity, integration and equality of opportunity.
4. Communicate with a person with a disability in a manner that takes into account his or her disability.
5. Train staff, volunteers, contractors and any other people who interact with public or other third parties on your behalf on a number of topics as outlined in the customer service standard.
6. Train staff, volunteers, contractors and any other people who are involved in developing your policies, practices and procedures on the provision of goods or services on a number of topics as outlines in the customer service standard.
7. Allow people with disabilities to be accompanies by their guide dog or service animal in those areas of the premises you own or operate that are open to the public, unless the animal is excluded by anotherIf a service animal is excluded by law, use other measures to provide services to the person with a disability.
8. Permit people with disabilities who use a support person to bring that person with them while accessing goods or services in premises open to the public or third parties.
9. Where admission fees are charged, provide notice ahead of time on what admission, if any, would be charged for a support person of a person with a disability.
10. Provide notice when facilities or services that people with disabilities rely on to access or use your goods or services are temporarily disrupted.
11. Establish a process for people to provide feedback on how you provide goods or service to people with disabilities and how you will respond to any feedback and take action on anyMake the information about your feedback process readily available to the public.
1. Our mission
The mission of Ingersoll Paper Box 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 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 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 train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
Ingersoll Paper Box will communicate with people with disabilities in ways that take into account their disability. We will work with the person with a disability to determine what method of communication works for them. And communicate in that manner. This includes Ingersoll Paper Box website. To achieve the obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) Ingersoll Paper Box incorporated the following web design recommendations from the international accessible standards WCAG to ensure our website follows W3C guidelines ensuring accessibility. *Web Content Accessibility Guidelines (WCAG) is developed through the W3C process in cooperation with individuals and organizations around the world, with a goal of providing a single shared standard for web content accessibility that meets the needs of individual, organization, and government internationally. It explains how to make web content more accessible to people with disabilities.) The website was reviewed and updated using “WAVE” and international standard and web accessibility evaluation tool.
Ingersoll Paper Box has designed its website for blind/visually impaired, deaf, disabled & dyslexic visitors and customers.
Design of Ingersoll Paper Box website for blind and visually impaired users.
Ingersoll Paper Box recognizes that people with visual disabilities are individuals who are blind, have low vision, or have color blindness. We accommodated people who are blind by providing text equivalents for the images used on the Web page, as they and their assistive screen reader technology cannot obtain the information from the image. We understand that a person who has a visual disability will not find the mouse useful because it requires hand and eye coordination. Instead, this person must navigate the Web page using only the keyboard.
Ingersoll Paper Box applied the following general principles when designing our website for blind or visually impaired users, but are just as relevant to all groups:
Designed for Deaf/Hard of Hearing Visitors
Ingersoll Paper Box acknowledges many deaf or hard of hearing people – particularly is they are sing-language users – do not have highly developed reading skills. Sign language is a different language from standard written English. Some people who use sign language therefore have a limited reading vocabulary. Consequently we chose simple, clear language to ensure that deaf or hard of hearing people can access Ingersoll Paper Box’s information on our web pages.
Designed for Mobility or Physically Impaired People
Ingersoll Paper Box ensured accessibility for people who have difficulty using their hands or whose hand/eye co-ordination is restricted. We incorporated the following guidelines to improve access.
Ingersoll Paper Box’s final assurance of an accessible website includes:
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’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 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 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:
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 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 provides goods and services to people with disabilities can be made by notifying This email address is being protected from spambots. You need JavaScript enabled to view it. by e-mail.. Customers can expect to hear back in 15 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 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, Sarah Skinner, President.
10. Additional Tips and Strategies
Providing Customer Service for Persons with Disabilities
The following is an excerpt from the Ministry of Community and Social Services [http://www.mcss.gov.on.ca/mcss/english/howto_choose.htm]
Physical: There are many types and degrees of physical disabilities and not all require a wheelchair. People who have arthritis, heart or lung conditions or amputations may also have difficulty with moving, standing or sitting. It may be difficult to identify a person with a physical disability.
Here are some tips on welcoming people who have physical disabilities:
Vision disabilities can restrict a person's abilities to:
It may be difficult to tell if a person has a vision disability. Some people with vision disabilities use a service animal or a white cane. Others may not.
Tips on welcoming people with vision disabilities:
Hearing Disabilities: People who have hearing loss may be Deaf or hard of hearing. Like other disabilities, hearing loss has a wide variety of degrees. Some people who are Deaf or hard of hearing may use assistive devices to communicate.
Tips on welcoming people who are Deaf or hard of hearing:
Some people who have severe difficulties may use communication boards or other assistive devices.
Here are some tips on welcoming people with speech or language impairments:
Usually it will not affect how you interact with the person. But if someone is experiencing difficulty in controlling their symptoms or is in a crisis, you may need to help out. Be calm and professional and let the person tell you how you can best help.
Here are some tips on welcoming people who have mental health disabilities:
As much as possible, treat people with an intellectual or developmental disability like anyone else. They may understand more than you think, and they will appreciate your treating them with respect.
Here are some tips on welcoming people who have an intellectual or developmental disability:
Here are some tips on welcoming people with learning disabilities:
Here are some tips on talking to people with disabilities on the phone:
SPECIFIC POLICIES
NOTICE OF WHERE TO ACCESS AODA DOCUMENTS
Accessible Customer Service Policy and Format of Required Documents
Service Animal and Support Person Policy and Procedure
Temporary Disruptions Policy and Procedure
Training Policy
Accessible Customer Service and Format Request Form
A copy of the above documents are available on the company website, www.ipb.on.ca. Ingersoll Paper Box Co. Limited is committed to providing accessible customer service to all individuals who may enter into the company.
If you require assistance please contact Jackie Groves, Purchasing Manager/Office Team Lead contact information This email address is being protected from spambots. You need JavaScript enabled to view it. , 519-485-1830 so that she may assist you with your accessibility requirements.
In addition of the copy of each of these policies is located in the lobby at the main entrance as well as at the shipping/receiving entrance.
NOTICE OF TEMPORARY SERVICE DISRUPTION POLICY AND
PROCEDURE
PURPOSE: The purpose of this Statement of Policy and Procedure is to define the steps to be taken during a situation where a temporary disruption in services is experience and would impact people with disabilities Ingersoll Paper Box “IPB” recognizes that people with a disability may use particular facilities or services in order to access the company’s goods and services and as such we are committed to providing notice of temporary disruptions.
SCOPE: This Statement of Policy and Procedure applies to all employees interacting with members of the public or other third parties including employee, customer, vendor/supplier, contractor or other individual entering the company.
The assigned department leader responsible for identifying or planning the temporary disruption of service shall complete the Notice of Temporary Disruption of Service Reporting Form and shall submit the form to their Manager. Upon review the Manager shall submit the form to the Purchasing Manager/Office Team Lead.
The Purchasing Manager/Office Team Lead shall prepare the Notice of Temporary Service Disruption and shall ensure the notice is posted on the main entrance door and the shipping door, posted on the company website www.ipb.on.caand shall contact all employees with scheduled appointments during the temporary disruption of service to ensure these appointments are contacted and informed of the temporary disruption of service and make alternative arrangements to provide service those individuals requiring accommodations. Upon completion of the temporary disruption of service the Purchasing Manager/Office Team Lead shall ensure all postings are removed and announce to the affected internal employees of the completion of the temporary disruption of service.
OUR FEEDBACK PROCESS
The ultimate goal of Ingersoll Paper Box “IPB” 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 IPB provides services and resources to persons with disabilities can be made verbally at the company to the Purchasing Manager/Office Team Lead, by email to This email address is being protected from spambots. You need JavaScript enabled to view it. , online through our feedback form, by phone 519-485-1830 (Jackie Groves) and by mail:
Ingersoll Paper Box Co. Limited
Jackie Groves, Purchasing Manager/Office Team Lead
327 King Street West
Ingersoll, Ontario
N5C 2K9
All feedback will be directed to the appropriate manager. The manager shall be responsible for investigating the feedback and reporting back to the Purchasing Manager/Office Team Lead. The information obtained shall be utilized to improve upon the experience. The Purchasing Manager/Office Team Lead shall contact, in a timely manner, the individual who submitted the feedback and ensure a positive outcome.
SERVICE ANIMALS AND SUPPORT PERSONS
PURPOSE: The purpose of this Statement of Policy and Procedure is to communicate the steps to be taken when a member of the public or other third parties including employee, customer, supplier, contractor or other individual entering the company requires the support of a service animal or support person while on company premises.
SCOPE: This Statement of Policy and Procedure applies to all employees interacting with members of the public or other third parties including employee, customer, vendor/supplier, contractor or other individual entering the company.
PROCEDURE: Ingersoll Paper Box “IPB” is committed to welcoming people with disabilities who are accompanied by a service animal and/or support person.
Service Animals
IPB is 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 are properly trained on 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.
All employees, who are responsible for an individual with a disability that requires a service animal, shall make arrangements that the individual and the service animal can access the services in the customer lounge area located outside of the entrance to the plant. This area has been established to provide a professional, comfortable working area which is inviting and completely accessible for an individual with a service animal. Press proofs and meetings can be conducted within this area as well as in any office or board room located in the office spaces.
The owner of the service animal is responsible for maintaining control over the service animal at all times. Further, the owner is responsible for any damages caused by the service animal. In the event, if someone is severely allergic to the service animal, it is best to separate the individuals. Please speak to the individuals involved to find a solution that accommodates both.
How to recognize a service animal
A service animal is any guide, hearing, or signal dog or other animal individually trained to assist a person with a disability.
How to interact
Support Person
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’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.
Ingersoll Paper Box is committed to excellence in serving all customers, including people with disabilities. The policies above ensure that all interactions between Ingersoll Paper Box and members of the public, including customers and staff, are considerate and welcoming to those with disabilities.
Review your multi-year accessibility plans by January 1, 2020. On January 1, 2014, section 4(1) of the Integrated Accessibility Standards, Ontario Regulation 191/11 under the Accessibility for Ontarians with Disabilities Act (AODA) required the Government of Ontario, Legislative Assembly, designated public sector organizations and large organizations (50 plus employees) to have multi-year accessibility plans in place and posted on their websites (if any), and to provide the plan in an accessible format upon request. The multi-year accessibility plan must inform and outline the organization’s strategy for preventing and removing barriers faced by persons with disabilities and also for meeting all of the requirements under the AODA and the Integrated Regulation.
The Regulation also states that the multi-year accessibility plans must be reviewed at least once every five years. In addition, the Government of Ontario, Legislative Assembly and designated public sector organizations must establish, review and update their accessibility plans in consultation with persons with disabilities. If they have established an accessibility advisory committee, they must consult that committee. This means that as of January 1, 2019, five years after the requirement was put in place, the Government of Ontario, Legislative Assembly, designated public sector organizations and large organizations (with 50 or more employees) were due to undertake a review of their multi-year accessibility plans and this must be completed by January 1, 2020.