Customer Service Standard Policy

Integro Building Systems is committed to excellence in serving all customers including people with disabilities. Policies and procedure have been established to ensure people with disabilities have equal access and participation to our goods and services.

Our policies are guided by these core principles relating to customer service:

  • Dignity: provide service in a way that allows the person with a disability to maintain self-respect and the respect of other people.
  • Independence: allow a person with a disability to do things their own way without unnecessary help or interference from others.
  • Integration: provide service in a way that allows the person with a disability to benefit from the same service, the same place, and in the same or similar way as other customers, unless a different way is necessary to enable them to access goods, services or facilities.
  • Equal Opportunity: provide service to a person with a disability in such a way that they have an equal opportunity to access our goods, service or facilities as what is given to others.

Communications


Integro Building Systems is committed to communicating with persons with disabilities in ways that take into consideration their disability. To ensure this, we will do the following:


  • Train all employees, volunteers and other third parties on how to interact and communicate with customers with disabilities as guided by the principles of dignity, independence, integration and equal opportunity.
  • We will provide alternative communication formats that meets the needs of a customer with a disability upon request.
  • We will provide documents in alternative formats that meets the needs of a customer with a disability upon request.

Assistive Devices


Customers with disabilities will be permitted to obtain, use or benefit from our goods and services with the use of their own assistive devices. Some exceptions may apply if the company determines that an assistive device might pose a health and safety risk to the person with a disability or to others. If a person with a disability cannot access our goods and services with the use of their own assistive devices, Integro Building Systems will accommodate the customer by providing alternative options when possible.

Service Animals

Customers with disabilities will be allowed to be accompanied by their service animal on company premises that are open to the public including the office space. However, service animals may be denied entrance to the manufacturing floor due to the possible health and safety risks for service animals. For instance, Integro Building Systems employees are required to wear safety glasses and green tag CSA approved safety shoes that are also puncture resistant at the sole of the foot. A service animal on the manufacturing floor will be exposed to dust and floor debris made up of wood, nails, aluminum and/or stainless steel fragments presenting a possible cut/injury on the service animal’s paws or irritation of the eyes and skin. In these situations, Integro Building Systems will offer alternative methods to provide our services.

The customer is responsible for the care, supervision and control of their service animal while on the premises.

Support Persons

Integro Building Systems is committed to welcome customers with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Integro Building Systems’ premises with his or her support person. Support persons shall be permitted entry to all Integro Building Systems events and facilities that are open to the public.

Notice of Temporary Disruption to Services or Facilities

In the event of a temporary disruption to services or facilities that customers with disabilities rely on, Integro Building Systems will provide notice. This notice will be posted in a conspicuous place on Integro Building Systems’ premises and/or on our website. The notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

Training

In the event of a temporary disruption to services or facilities that customers with disabilities rely on, Integro Building Systems will provide notice. This notice will be posted in a conspicuous place on Integro Building Systems’ premises and/or on our website. The notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

Training will also include the following:

  • The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), and the Accessibility Standards for Customer Service.
  • How to interact and communicate with people with various types of disability.
  • How to interact with people with disabilities who use an assistive device or require the assistance of service animal or the assistance of a support person.
  • What to do if a person with a particular type of disability is having difficulty accessing Integro Building Systems goods and services.
  • Integro Building Systems procedures and practices pertaining to the provision of goods, services and training to persons with disabilities.

Feedback

Please direct all feedback and questions relating to this policy to the Human Resources Manager Kelly Aleman and allow up to five (5) business days to reply. Please indicate if you require accessible formats or communication supports.

By Mail:
Human Resources
2190 Teston Road, Unit A
Maple, ON L6A 4A7

In Person:
Monday to Thursday
8:00 am to 4:30pm EST
(Excluding Holidays)

Friday
8:00 am to 1pm EST
(Excluding Holidays)

Phone: 905-760-0949 ext. 147
Fax: 905-760-6261
Email: kaleman@integrobuild.com

Modifications to this or other policies

Any policy of Integro Building Systems that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.