ADOA

Novitex ADOA

Customer Service Policy

Providing Goods and Services to Persons with Disabilities Novitex Enterprise Solutions Canada Inc. recognizes the importance of:
  • The principles of independence, dignity, integration and equal opportunity;
  • Openly communicating and responding to customers’ needs in order to provide them with excellent customer service; and
  • Complying with the mandatory customer service standard addressed in Ontario Regulation 429/07 (“Customer Service Standard”) under the Accessibility for Ontarians with Disabilities Act (“AODA”).
    • Telephone services
    • Assistive devices
    • Billing
  • The purposes 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 people with various types of disabilities, including by telephone, email and alternative methods;
  • 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 interact with and respond to concerns about service animals;
Providing access to goods and services for individuals with disabilities;

The purpose of this Policy is to establish how Novitex Enterprise Solutions Canada Inc. will provide access to goods and services to the public and other third parties (collectively “Customers”) with disabilities in a manner that is consistent with the principles of independence, dignity, integration and equality of opportunity, and that is in compliance with the Customer Service Standard under the AODA.

1. Application

This Customer Service Policy applies to all of Novitex Enterprise Solutions Canada Inc. employees, agents and contractors who provide goods and services to customers on behalf of Novitex Enterprise Solutions Canada Inc. including but not limited to senior management, managers, supervisors, full-time employees, part-time employees, off-site employees, in-store employees, telephone support employees, website support staff, students, apprentices and volunteers (“Employees, Agents and Contractors”).

This Policy shall also apply to every Employee, Agent and Contractor involved in the development of policies, procedures and practices pertaining to the provision of goods and services to Customers.

2. Providing goods and services to persons with disabilities

Novitex Enterprise Solutions Canada Inc. is committed to excellence in serving all Customers, including persons with disabilities, as we carry out our functions and responsibilities in the following areas:

a. Communication

We will communicate with persons with disabilities in ways that take into account their disability.

We will train our Employees, Agents and Contractors who communicate with Customers or who develop Novitex Enterprise Solutions Canada Inc. customer service policies and procedures on how to interact and communicate with persons with various types of disabilities.

We are committed to providing fully accessible telephone service to our Customers. In the event that a Customer is restricted from communicating by telephone, we will offer to communicate by e-mail.

Assistive devices that may be used by individuals with disabilities will be welcome on Novitex Enterprise Solutions Canada Inc. premises open to Customers, including but not limited to canes, crutches, walkers, wheelchairs, scooters, oxygen tanks, screen readers, listening devices, speech amplification devices, magnification devices, note-taking devices, and communication boards.

We will ensure that our Employees, Agents and Contractors who communicate with Customers or who develop Novitex Enterprise Solutions Canada Inc. customer service policies and procedures are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services. We will also ensure that these Employees, Agents and Contractors receive training on how to use assistive devises that may be provided on our premises for Customers’ use.

We are committed to providing accessible invoices to all our Customers. For this reason, invoices will be provided in hard copy or by email upon request.

We will answer any questions Customers may have about the content of the invoice in person, by telephone or by e-mail.

3. Use of Service Animals and Support Persons

Service Animals

Novitex Enterprise Solutions Canada Inc. welcomes guide dogs or other animals that serve individuals with disabilities in those areas of its premises that are open to Customers, and will permit the individual to keep the service animal with him or her, except for those animals that are otherwise excluded by law from the premises. In the event that a service animal is otherwise excluded by law from the premises, Novitex Enterprise Solutions Canada Inc., will work with the individual to find ways to provide an alternative method of obtaining, using or benefiting from its goods or services.

Support Persons

Novitex Enterprise Solutions Canada Inc., welcomes persons who support individuals with disabilities to accompany them onto its premises open to Customers. Novitex Enterprise Solutions Canada Inc., will ensure that disabled individuals have access to their support persons while on the premises. Such support persons need not be paid, professional support workers. They may be volunteers, family members or friends who provide support to the disabled individual.

Support persons will be asked to follow the rules or requirements that are specific to the goods or services provided by Novitex Enterprise Solutions Canada Inc. Novitex Enterprise Solutions Canada Inc. . will seek the consent of the disabled individual before confidential information is discussed in front of the support person.

4. Notice of Temporary disruption

Novitex Enterprise Solutions Canada Inc. will 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 service counters on our premises.

5. Training for Staff

Novitex Enterprise Solutions Canada Inc. will provide training to all Employees, Agent and Contractors who deal with Customers on its behalf, and all those who are involved in the development and approval of customer service policies, practices and procedures.

This training will be provided to current applicable Employees, Agents and Contractors by January 1, 2014 and to others, who are newly hired or are assigned applicable duties, within 60 days after they commence their duties.

Training will include the following:

What to do if a person with a disability is having difficulty in accessing Novitex Enterprise Solutions Canada Inc. goods and services; and Novitex Enterprise Solutions Canada Inc. policies, practices and procedures relating to the customer service standard.

Applicable Employees, Agents and Contractors will be trained on policies, practices and procedures that affect the way goods and services are provided to persons with disabilities. These Employees, Agents and Contractors will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Novitex Enterprise Solutions Canada Inc. will keep a log of the training it provides, including who was trained, on what and when.

6. Feedback process

The ultimate goal of Novitex Enterprise Solutions Canada Inc. is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the wayNovitex Enterprise Solutions Canada Inc. provides goods and services to people with disabilities can be made verbally or via email. All feedback will be directed to the Human Resources Consultant.

7. Modifications to this or other policies

We are committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Novitex Enterprise Solutions Canada Inc. that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.

8. Questions about this policy

This policy exists to achieve service excellence to Customers with disabilities. A notice advising Customers how they can request a copy of this Policy and all related documents will be posted on the Novitex Enterprise Solutions Canada Inc.

website and at the entrance to its premises. Customers with disabilities who request a copy of this Policy will be provided it in a format that takes into account their disability.

If anyone has a question about the policy, or the purpose of a policy is not understood, an explanation will be provided by Human Resources of Novitex Enterprise Solutions Canada Inc.

Jill Smith, Human Resources Consultant: jill.smith@novitex.com | 905-415-3066

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