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Creating an Accessible Workplace

Providing Access to Goods and Services to People with Disabilities Accessible Customer Service Policy

 

Our Commitment

As an organization, we are committed to treating all customers with dignity and respect.  We are dedicated to ensuring  a safe, accessible environment for our customers, employees, suppliers, job applicants, visitors, and all others who enter the premises, do business with us, access our company website or communicate with us. We are also committed to giving people with disabilities the same opportunity to access our goods and services in the same place and in a similar way as other customers.

To ensure a safe and accessible environment for all, Thomson Reuters Canada Limited will uphold the regulations of the Accessibility for Ontarians with Disabilities Act (AODA) by having written policies, and by providing training to all employees.

As an organization we are committed to providing excellence in customer service to all customers and will ensure our customer service representatives are available during business hours to assist with any special requirements.

Providing Access to Goods and Services to People with Disabilities

Communication

We are committed to communicating with persons who have disabilities in a manner which takes into account their disability. We will train employees to ensure they interact and communicate effectively with people with various types of disabilities. We will also train employees to communicate with customers over the telephone using clear and plain language and to speak clearly and slowly.

We will offer to communicate with customers via email or regular mail if telephone communication is not suitable to their communication needs or is not available. Upon request, we will provide or arrange for other communication support as needed.

Personal Assistive Devices

We are committed to serving people with disabilities who use assistive devices to obtain access to our goods and services. We will ensure that employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services. Devices may include items such as hearing aids, wheelchairs, magnifying devices, walkers, note taking devices, oxygen tanks, scooters, etc.

Billing

We are committed to providing accessible invoices to all of our customers. Upon request, invoices will be provided in hard copy or e-mail format. Upon request, we will provide or arrange for other communication support as needed.

We will answer any questions customers may have about the content of the invoice by telephone or via e-mail. Upon request, we will provide or arrange for other communication support as needed.

Use of Service Animals and Support Persons

We welcome customers with disabilities who are accompanied by a service animal, such as guide dogs, on the parts of our premises that are open to the public and other third parties. We will ensure that the customer will be permitted to enter the premises with the Service Animal and to keep the animal with him or her unless the animal is otherwise excluded by law from the premises.  We will also ensure that all employees are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

If it is unclear that the animal is a service animal, the customer will be asked to provide documentation from a regulated health professional to confirm that the person needs the service animal for reasons relating to his/her disability.

Any person with a disability who is accompanied by a support person will be allowed to enter our 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. To ensure health and safety of the person and his/her support person, we will

  • Consult with the person with a disability to understand his/her needs,
  • Consider health or safety reasons based on available evidence, and
  • Determine if there is no other reasonable way to protect the health or safety of the person or others on the premises

In these situations, any fee for the support person (if applicable) will be waived.

Notice of Temporary Disruptions

We will provide notice to our customers in the event of a disruption in the services used by customers with disabilities (either planned or unplanned).

The notice will include information about the reason for the disruption, its anticipated duration and a description of alternate services if there are any available.  The notice will be posted on our premises, and our website depending on the situation.

Employee Training

All employees will be trained on understanding the AODA legislation and how to put it into practice with our customers. All new employees will receive training soon after being hired. Training will be updated on an ongoing basis as the legislation is updated.

The training will include:

  • Understanding the purpose of the AODA legislation and the requirements of the Customer Service Standard;
  • Developing skills to effectively interact and communicate with people with various types of disabilities;
  • Developing skills to effectively use equipment or assistive devices available on the premises;
  • Developing skills to effectively recognize barriers to accessibility and solve problems regarding accessibility; and
  • Developing skills to know what to do if a person with a particular type of disability is having difficulty accessing the goods and services provided.

Feedback Process

At all times, we strive to meet and exceed customer expectations. We encourage customers to provide feedback regarding the way our goods and services are provided and how well their expectations are met.  Customers with disabilities may share their thoughts via telephone, e-mail, or in writing, or may request an alternate format or communication support if these methods are not applicable.

If a complaint is received, it will be forwarded to Doug Chaulk, Director, Director of Customer Experience, Learning & Support. We are committed to reviewing and responding to all questions or complaints within 2 business days based on our existing follow-up policy.

Questions

This policy exists to achieve service excellence for customers with disabilities. If you have any questions about this policy or its purpose, please contact Doug Chaulk, Director of Customer Experience, Learning & Support by phone at 416-298-5081, by email at doug.chaulk@thomsonreuters.com, or, in writing at Thomson Reuters Canada Limited, 11th Floor, 2075 Kennedy Road, Scarborough, Ontario M1T 3V4. Upon request, we will provide or arrange for other communication support as needed.