ACCESSIBLE CUSTOMER SERVICE POLICY
Trans Power Utility Contractors Inc. (“Trans Power”) is committed to providing goods and services to persons with disabilities in a way that is consistent with the principles of independence, dignity, integration and equal opportunity. Our goal is to provide all customers/clients, including those with disabilities, with the same opportunity to access and use Trans Power’s goods and services. If a barrier to accessing our goods and services cannot be removed, we will seek alternative ways to access the goods and services.
This Accessible Customer Service Policy applies to the delivery of all goods and services by Trans Power in the province of Ontario. This policy applies to all Trans Power employees who work in Ontario, as well as third parties who provide goods, services or facilities on behalf of Trans Power.
The following policies and practices are intended to meet the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 and its Customer Service Standards.
Trans Power will communicate with customers/clients with disabilities in ways that take their disability into account.
Persons with disabilities will be permitted to obtain or use goods or services through the use of their own assistive devices. If an assistive device may pose a risk to health and safety of the customer/client or others on the premises, Trans Power will accommodate the customer/client by providing an alternative where possible.
Trans Power will ensure that our employees are trained and familiar with various assistive devices that may be used by customers/clients with disabilities when visiting our facilities.
Trans Power welcomes service animals that accompany people with disabilities. Services animals are free to access all areas of our premises that are open to the public except as otherwise disallowed by law.
If a service animal is excluded from the premises by law, then Trans Power will ensure that other measures are made available to enable the customer/client with a disability to access or use the goods and services.
Trans Power will ensure that all staff dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
Support persons that accompany someone with a disability are permitted the same access to our facilities as the person they are accompanying. Any person with a disability who is accompanied by a support person will be allowed to enter Trans Power’s premises with their support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on Trans Power’s premises.
In the event that a fee is charged in relation to a support person’s presence on Trans Power’s premises, advance notice of the fee will be provided.
Notice of Temporary Service Disruption
If any services to accommodate disabled customers/clients are interrupted in a way that would limit them from gaining access to Trans Power’s facilities, goods or services, customers/clients will be notified. Notice of the temporary interruption will be placed on Trans Power’s website and at 585 Applewood Crescent, Concord, ON L4K 5V7 or another conspicuous location, and include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available.
To create awareness and ensure compliance, Trans Power will provide customer accessibility training to all of its employees who work in Ontario and provide goods or services, and all those who are involved in the development and approvals of customer service policies, practices and procedures.
Training will be compliant with the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard.
Training will be provided during orientation and on an ongoing basis when changes are made to these policies, practices and procedures.
All documents relating to accessible customer service will be made available, upon request, in a format that takes into account the customer’s disability needs.
Customers/Clients may provide feedback about the accessibility of our goods, services and facilities by contacting Trans Power’s Human Resource Manager using one of the following methods:
Mail: 585 Applewood Crescent, Concord, ON L4K 5V7
Mary Kovacs is responsible for the administration of this policy. If customers/clients or employees have any questions regarding this policy, they may contact [DEPARTMENT NAME AND CONTACT INFORMATION].
LAST UPDATED: March 1, 2022