可访问的客户服务标准政策

介绍

的 2005年《网络现金网赌娱乐》 (AODA)于2005年6月通过, 以发展为目的, 为安大略人实施和执行无障碍标准. AODA的目标是在1月1日之前让所有人都能访问安大略, 2025, 通过实现一系列的可访问性标准. 这些标准将侧重于识别, 消除和预防残疾人障碍. 五个确定的可访问性标准是 客户服务, 就业, 信息和通讯, 建筑环境 和 运输.

加拿大零售协会 is committed to providing goods 和 services in a way that respects the dignity 和 独立 of persons with disabilities. This will be achieved by identifying 和 re移动 barriers that impede a person’s ability to access goods 和 services, 确保每个人在与RCC互动时都有平等的机会.

This 政策 is intended to outline the 实践和过程 in place at RCC to meet the first accessibility st和ard, 客户服务无障碍标准，安大略省条例429/07, requiring all organizations in Ontario to make their 客户服务 accessible as it applies to the provision of goods 和 services to persons with disabilities.

定义

辅助设备 -是一种技术援助, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, 助听器或个人氧气罐可以帮助听力, 看到, 沟通, 移动, 呼吸, 记住和/或阅读.

残疾 -《网络现金网赌娱乐》所界定的残疾一词 2005年《网络现金网赌娱乐》 和 《现金网赌娱乐评测网》，请参阅:

  • 任何程度的身体残疾, 虚弱, 畸形由于身体受伤而造成的畸形或缺陷, 先天缺陷或疾病, 在不限制上述普遍性的前提下, 包括糖尿病, 癫痫, 一个脑损伤, 任何程度的麻痹, 截肢, 缺乏身体上的协调, 失明或视觉障碍, 耳聋或听力障碍, 哑巴或语言障碍, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
  • 精神障碍精神障碍或发育障碍的状态;
  • 学习障碍, or dysfunction in one or more of the processes involved in underst和ing or using symbols or spoken language;
  • a mental disorder; or
  • an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace 安全 和 Insurance Act, 1997.

导盲犬 – is a highly‐trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the 盲人权利法案， 为盲人提供机动性、安全性和独立性.

服务的动物 -反映在 安大略省监管429/07，在下列情况下，动物是为残疾人士服务的动物:

  • it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
  • if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

服务的狗- 正如在 《网络现金网赌娱乐》，安大略省第562号条例 在下列情况下，除导盲犬外的其他犬只均属服务犬:

  • it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability;
  • or the person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

支持的人 作为反映在 安大略省监管429/07, 支持人的意思是, 关于一个有残疾的人, 陪伴在他或她身边帮助沟通的人, 流动性, 个人护理, 医疗需求或获得物品和服务的机会.

一般原则

根据 《现金网赌娱乐评测网》，安大略省条例429/07， RCC的政策、做法和程序将通过解决以下问题来实现:

  1. 向残疾人提供货物和服务.
  2. 辅助设备的使用.
  3. 使用服务动物、导盲犬和服务犬.
  4. 支持人员的使用.
  5. 服务中断通知.
  6. 关于向残疾人提供货物和服务的反馈
  7. 培训员工, 志愿者, 承包商和代表RCC与公众打交道的第三方.
  8. 可用性和所需文件格式的通知.

 1. 向残疾人提供货物和服务

RCC将尽一切合理努力确保其政策, 做法和程序符合《网络现金网赌娱乐》的尊严原则, 独立, 融合和平等机会.

RCC will communicate with persons with disabilities in ways that take into account their disability when providing goods 和 services. RCC will also ensure that all persons with disabilities receive the same value 和 quality of 客户服务, 通过允许他们以自己的方式做事, 在获取商品和服务时以自己的节奏进行. Alternative methods will also be used 在可能的情况下 to ensure that persons with disabilities have access to the same services, 在相同的地方，以相似的方式.

 2. 辅助设备

Persons with disabilities may use their own personal assistive devices as required when accessing goods 和 services provided by RCC. In cases where the assistive device is not permitted due to a safety concern or where accessibility might be an issue, 将提供其他合理的措施.

3. 服务动物，导盲犬和服务犬 

残疾人士可由服务性动物陪同, guide dog or service dog 和 allowed access to premises that are open to the public or to other third parties at RCC while accessing our goods 和 services, 除非法律另有规定.

由服务性动物陪伴的残疾人, 导盲犬或服务犬负责随时照顾和控制动物. 如果服务动物, 导盲犬或服务犬不受法律保护, RCC will offer alternative methods to enable the person with a disability to access goods 和 services, 在可能的情况下.

如果使用服务动物, 导盲犬或服务犬因残疾而不明显, RCC可以要求验证, such as a letter from a physician or nurse confirming that the animal is required for reasons relating to a disability.

4. 支持的人 

残疾人可由一名辅助人员陪同进行沟通, 流动性, 个人护理, 医疗需求或获得物品和服务的机会 on RCC premises in areas that are open to the public or other third parties. RCC will ensure that both persons are allowed to enter the premises together 和 that the person with the disability is not prevented from having access to the support person. 在这种情况下，机密信息可能会在支持人员面前讨论, 将获得残疾人的同意.

会议入场费, 红十字会举办的活动及工作坊, 支援陪同残障人士的人士将不会被收费. We do however ask that persons with disabilities notify RCC during the time of booking if a support person will be accompanying them to ensure there is adequate space 和 resources. 如需进一步信息或预订，请致电416‐922‐6678联系RCC或免费电话888‐373‐8245.

5. 服务中断通知书 

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of RCC. In the event of any temporary disruptions to facilities or services that persons with disabilities rely on to access or use RCC’s goods or services, 我们将作出合理的努力，提供提前通知. 在某些情况下，例如在意外中断的情况下, 提前通知是不可能的.

在发布通知的情况下, 它将包括有关中断或不可用的商品和服务的信息, 混乱的原因, 可选服务或选项的预期持续时间和描述, 如果可用.

Disruption in service notifications will be posted in conspicuous places including at the point of disruption, 在主入口, front reception 和/or on the RCC website 和 any other method that may be reasonable under the circumstances.

6. 反馈过程 

市民有机会就社区服务中心提供的服务提出意见. 反馈可以口头给出, 当面或打电话, 通过信件或电子邮件写信, 或者通过填写在线反馈表格. 收到您的反馈后, RCC将在10个工作日内回复, 如果可能的话会做出回应, 与收到的反馈相同的格式.

反馈, 如对本政策或相关程序有任何疑问或关切，请提交:

加拿大零售协会
经办人:人力现金网赌娱乐评测网
# 800 1881央街
多伦多ON M4S 3C4
电话:416‐922‐6678或1‐888‐373‐8245
传真:416 922量8011
电子邮件: accessibility@hugesearchengine.com

在线反馈形式

7. 培训 

所有员工都将接受培训, 志愿者, 代理, contractors 和 third parties who deal with the public or other third parties 和 act on behalf of RCC, 以及那些参与开发和批准客户服务政策的人, 实践和过程. 本中心将尽快为新入职的员工提供培训 , 或在RCC内被调到新岗位需要不同培训的员工, 如果法律发生变化，将提供修订后的培训, 政策, 实践和/或程序.

作为反映在 安大略省监管429/07, 培训内容包括:

  1. 复习的目的 《网络现金网赌娱乐》，2005年 以及要求 安大略法规，客户服务无障碍标准 429/07.
  2. 关于如何与各种残疾人士互动和交流的说明.
  3. 如何与使用辅助设备的残疾人互动的说明, 或者需要导盲犬的帮助, service dog or other service animal; or the use of a support person.
  4. Instructions on how to use equipment or devices that may help with the provision of goods or services to persons with disabilities.
  5. Instructions on what to do if a person with a particular type of disability is having difficulty accessing RCC’s goods 和 services.
  6. 碾压混凝土的政策, procedures 和 practices pertaining to providing accessible 客户服务 to persons with disabilities.

RCC将保留培训记录，注明提供的培训日期和培训类型, 以及被提供的个人数量.

 8. 可用性通知及文件格式

RCC将在其场地的显著位置张贴标识, 在其网站上或其他合理的方法, 告知公众，本政策与其他文件有关 客户服务无障碍标准 are available upon request 和 will be provided in formats that take into account the customer’s disability.

This 政策 和 its related procedures will be reviewed as required in the event of legislative changes.

请注意: 我们将在RCC的所有部门推行这项政策.  目前, 只有安大略省有这样的法令, 然而，最佳做法是将其应用于加拿大的所有省份和地区.

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