Summitt Energy Accessibility Customer Service Policy

Purpose

The purpose of this policy is to address the accessibility requirements of Ontario Regulation 429/07 entitled “Accessibility Standards for Customer Service” under the Accessibility for Ontarians Act, 2005.
Policy
Summitt Energy is committed to providing accessible customer service to people with disabilities, consistent with the principles of independence, dignity, integration and equality of opportunity. Summitt Energy’s customers may use their own personal assistive devices to access the Company’s goods and services.
Principles

  • Services are provided in a manner that respects the dignity and independence of persons with disabilities
  • The provision of goods and services to people with disabilities and others are integrated unless an alternate measure is necessary, whether temporary or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods and services
  • People with disabilities are given the same opportunity to access any of our goods and services and to benefit from those services, in the same place and in a similar way as other customers
  • Communication with a person with a disability are conducted in a manner that takes the person’s disability into account
  • People with disabilities may use assistive devices, service animals, and support persons as is necessary to access the our goods and services unless superseded by other legislation

Scope

This policy applies to all employees of Summitt Energy as well as; managers, directors, and executives who have direct staff management responsibilities.
Definitions

Accessible – defined as something that can be easily accessed or used by a person with a disability

Accommodations – measures used to make something accessible to an individual with a disability.

Adaptive or Assist Devices – include tools such as computers or special communication devices that facilitate access to information or services for people with disabilities. Assist devices may also include registered service animals.

Assistive Device – any device used by people with disabilities to help with daily living.

Disability – defined as in the Access of Ontarians with Disabilities Act, 2005, means: a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness; b) a condition of mental impairment or a development disability; c) a learning disability or a dysfunction on one or more of the processes involved in understanding or using symbols or spoken language; d) a mental disorder, or; e) an injury or disability for which benefits were claimed or received under the Workplace Safety and Insurance Act, 1997

Disruption of Service – when facilities or services (e.g. escalators and elevators,, accessible washrooms and amplification systems) are temporarily unavailable or are expected to be temporary unavailable in the near future.

Equality – means not only treating people in the same way but also may mean treating people differently in order to ensure that they have access to information and services equal to persons without disabilities

Medical Needs – may include, but are not limited to, monitoring an individual’s health or providing medical support by being available in the event of a seizure

Readily apparent – that an animal is a service animal when it is obvious by its appearance or by what it is doing.

Service Animal – an animal that is assisting because of a person’s disability and this is either readily apparent or is supported by a letter from a physician or nurse.

Support Persons – an individual chosen by a person with a disability to provide services or assistance with communication, mobility, personal care needs, medical needs or access to goods or services.

Procedures
Assistive Device
Summitt Energy is committed to serving people with disabilities who use 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 we may or may not have on site and may be used by people with disabilities in accessing our goods or services.

Communication
Summitt Energy will communicate with people with disabilities in ways that take into account their disability. We will train employees and other who act on our behalf who communicate with customers as to how to most effectively interact and communicate with people with various types of disabilities.

Service Animals
Summitt Energy is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. We will ensure that all employees, agents, contractors, and other third parties who work for or act on the behalf of Summitt Energy are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

Support Persons
Summitt Energy is committed to welcoming people with disabilities who are accompanied by a support person. If a customer with a disability is accompanied by a support person, we will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.
In situations where confidential information of the customer may be discussed, consent to discuss such information in front of the support person will be obtained from the customer, prior to any confidential information being discussed.

Notice of Temporary Disruption
Summitt Energy will provide customers with prompt notice in the event of a planned or unexpected disruption to services or facilities for people with disabilities. This notice will include information about the reason for disruption, its anticipated length of time, and a description of alternative facilities or services available.
The notice will be placed at all public entrances (where applicable), reception counter and on Summitt Energy’s website.

Training for Staff
Summitt Energy will provide training to all employees who deal with the public or other third parties on their behalf. Training will be provided to new staff within one month of the start of employment with the Company.
Training will include:

  • Overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • The Company’s accessible customer service plan.
  • 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 Teletypewriter (TTY).
  • What to do if a person with a disability is having difficulty in accessing the Company’s goods and services.
  • Staff will also be trained when changes are made to the Company’s accessible customer service plan.

Feedback Process

Summitt Energy will ensure that there is a feedback process readily available to our customers in order to allow people with disabilities to provide feedback regarding their experience with or concerns about access to services for people with disabilities.
Feedback communications may be conducted in the following manner;
Telephone: 905-366-4464
Email: accessibility@summittenergy.ca
Mail: Summitt Energy
Attention: Human Resources
100 Milverton Drive, Suite 608
Mississauga, ON 5R 4H1

Customers can expect to hear back within five (5) business days from date of receipt. Response time to the feedback will depend on the issue, but will not exceed fifteen (15) business days unless there are extenuating circumstances involved.

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