CUSTOMER SERVICE POLICY

TRC is committed to diversity, inclusion and accessibility in everything we do. These core values are fundamental to the way we do business and come through in the experiences we design for people. With this in mind, we are continuously taking steps to improve the overall accessibility of the TRC experience.

In compliance with the Accessibility of Ontarians with Disabilities Act (ADOA), TRC wishes to make available our customer service policy.

OUR COMMITMENT

In fulfilling our mission, Toronto Research Chemicals (TRC) is committed to providing its goods and services in a way that respects the dignity and independence of persons with disabilities. TRC is also committed to giving persons with disabilities the same opportunity to access our goods and services and to benefit from those services, in the same place and in a similar way as other clients. TRC will provide exceptional customer service to all its clients, third parties and members of the public.

USE OF SERVICE ANIMALS AND SUPPORT PERSONS

Service Animals

Persons with disabilities may enter any TRC premises accompanied by a service animal and keep the animal with them, if the public has access to such premises, and the animal is not otherwise excluded by law. While visiting TRC, it is the responsibly of the person with a service animal to control the animal at all times.

Support Persons

Persons with disabilities may enter TRC premises accompanied by a support person and may have access to that support person at all times. TRC may require a person with a disability to be accompanied by a support person while on TRC premises in situations where it is necessary to protect the health and safety of the person with a disability, or the health and safety of others on the premises. Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.

NOTICE OF TEMPORARY DISRUPTION

TRC will make a reasonable effort to provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at all public entrances and reception counters on our premises.

TRAINING FOR PARTNERS

TRC will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Service. In addition, training will be provided on a continuous basis to all newly hired partners of TRC as part of our on boarding process. A record of training received by TRC partners will be kept by the partners resources department.

Training will include:

  • The purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
  • The requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/08);
  • How to interact and communicate with persons with various types of disabilities;
  • What to do id a person with disability is having difficulty accessing TRC location;
  • How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person;
  • How to offer assistance if a person with a disability is having difficulty in accessing TRC’s goods and services.
  • Review of TRC’s policies, practices and procedures relating to the customer service standard.

FEEDBACK PROCESS

TRC welcomes feedback, including feedback about the delivery of our services to persons with disabilities, TRC will investigate and respond to all complaints relating to such services in a timely, through and objective manner.

All customers can submit feedback or questions to 416-665-9696 or by email at [email protected]

MODIFICATONS TO THIS OR OTHER POLICIES

TRC is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. TRC retains the right to amend or change this policy at any time; however, any such change will only be made after considering the impact on people with disabilities.

For more information:

http://www.mcss.gov.on.ca/en/mcss/programs/accessibility/understanding_accessibility/aoda.aspx