ORTECH: Accessible Customer Service Plan Providing Goods and Services to People with Disabilities (December 1, 2017)



This Accessible Customer Service Plan (“ACS Plan”) is prepared to meet the accessibility standard for customer service under the Accessibility for Ontarians with Disabilities Act (“AODA”).  The Accessibility Standard for Customer Service applies to all organizations (public, private and non-profit) that provide goods or services either directly to the public or to other organizations in Ontario and that have one or more employees in Ontario.  This includes consultants, manufacturers and wholesalers as well as other businesses and professional services.

Thus, the Accessibility Standard for Customer Service applies to ORTECH Consulting Inc. (“ORTECH”) with greater than 20 employees and three facilities located in Mississauga, Sarnia and Windsor.  As an environmental and renewable energy consulting company ORTECH has very limited number of customers visiting our facilities and few individuals with known disabilities.  However, ORTECH is committed to excellence in serving all customers including people with disabilities.

The four main steps associated with the Accessibility Standard for Customer Service include:

  1. Create a plan (ACS Plan)
  2. Train staff
  3. Put in on Paper
  4. File On-Line Report on how we are doing? (by Dec 31, 2012: Completed)

The ACS Plan described below outlines the approach used to address the first three steps.

Assistive Devices:
We will ensure that our staff is trained and familiar with various assistive devices we have on our sites that may be used by customers with disabilities while accessing our goods or services.  The ORTECH main entrance and shop high bay door could be used for wheelchair access.  The washroom in the locker room is wheelchair accessible (Note: ORTECH to provide assistance as needed).

We will notify customers of the existence of the ACS Plan through a notice posted on our premises as well as our corporate website.  We will communicate with people with disabilities in ways that take into account their disability.  As an example, a written copy of the ACS Plan will be provided to a customer in large print if requested.

Service Animals:
We welcome people with disabilities and their service animals.  Service animals are allowed on all parts of our premises pending site specific safety restrictions.

Support Persons:
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.  Fees will not be charged for support persons.  Depending on the nature of the services, ORTECH may require the customer and/or support person to execute a confidentiality agreement.

Notice of Temporary Disruption:
In the event of a planned or unexpected disruption to services such as access to facilities for customers with disabilities, ORTECH will promptly notify any impacted customers with known disabilities.  This notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

ORTECH will provide training to employees who deal with customers.  As a minimum, individuals in the following positions will be included in training:

  • VP, Operations
  • Health & Safety Committee representative(s)
  • Office manager(s)
  • Manager and/or representatives of each of the core business units

This training will be provided to staff during “Brown Bag Lunch” information session(s).  Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • A detailed review of the ACS Plan related to the customer service standard
  • How to interact and communicate with people with various types of disabilities to improve understanding of the barriers to accessibility
  • 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 accommodate access to the ORTECH facilities using devices available on-site or otherwise that may help with providing our services to people with disabilities
  • What to do if a person with a disability is having difficulty in accessing ORTECH services

A log of training activities (who, what, when) will be maintained. Staff will also be trained as warranted when changes are made to the ACS Plan.

Feedback Process:
Customers who wish to provide feedback on the way ORTECH provides goods and services to people with disabilities can contact communicate as follows:

Email: hvanbakel@ortech.ca
Phone: 905 822 4120 (Ext. 628)

All feedback, including complaints, will receive feedback within five (5) business days.

Modifications to this Plan or other policies
Any policy of ORTECH that does not respect and promote the dignity and independence of people with disabilities will be evaluated and modified or removed as warranted.