Chatters Limited Partnership Customer Service Policy Statement
This Policy affirms Chatters Limited Partnership’s commitment to meeting the accessibility needs of persons with disabilities in a timely manner and in a way that respects their dignity, independence, and rights of equal opportunity and access.
Chatters Limited Partnership will develop policies and provide training modules to ensure compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Accessibility for Manitobans Act (AMA). Each applicable staff member is responsible for ensuring that goods and services are provided in a way that is accessible and considers the principles of the
AODA and the AMA.
The Chatters Limited Partnership Accessibility Policy (“the Policy”) applies to employees, managers, and customers of Chatters
Limited Partnership and to any third parties (e.g., contractors) who are engaged to provide our facilities, goods, and services to
the public in Ontario and Manitoba.
When communicating with people with disabilities, we will do so in ways that consider their disability. Accordingly, we will
train staff who communicate with customers on how to interact and communicate with people with various types of
People with disabilities are welcome to use their own personal assistive devices (e.g., cane, wheelchair, hearing and visual aids)
to access or use our facilities and obtain our products and services. We will train our staff to become familiar with various
assistive devices that may be used by customers with disabilities while accessing our facilities and services.
Service Animals and Support Persons
People with disabilities who are accompanied by a service animal are welcome on all parts of our facilities that are open to the public and other third parties. Customers may keep the animal with them unless excluded by law, in which case, we will consider alternative measures to access to our facilities and services. Our staff and others dealing with the public on our behalf
will be trained on how to interact with people with disabilities who are accompanied by a service animal.
Any person with a disability who is accompanied by a support person will be allowed to enter our facilities 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 our premises..
Notice of Temporary Disruption
In the event of a planned or unexpected disruption in facilities or services usually used by people with disabilities, Chatters Limited Partnership will post a notice about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at or near the affected facility or service and/or through other means where necessary.
Accessibility is integrated into Chatters Limited Partnership training programs in Ontario and Manitoba as follows: Chatters Limited Partnership ensures training is provided to staff, volunteers and those who provide services on the Company’s behalf on the standards set by provincial legislation regarding accessibility relating to persons with disabilities. Training is:
- appropriate to the duties of the person undergoing training;
- provided before or as soon as possible after the person commences job duties and whenever Chatters Limited Partnership alters its policies or practices regarding accessibility
Feedback regarding the way Chatters Limited Partnership provides goods and services to people with disabilities can be madeby using the Customer Care Form, and/or via telephone, and/or in person. All feedback is taken seriously, and each customer communication is directed to the responsible department for review and necessary action. Chatters Limited Partnership will document actions taken to address feedback received, and make this documentation available on request.
Questions About This Policy
This policy exists to provide customer service excellence to people with disabilities. If anyone has a question about the policy or if the purpose of a policy is not understood, inquiries should be referred to Chatters Limited Partnership.
Ontario Regulation 429/07: Accessibility Standards for Customer Service, Accessibility for Ontarians with Disabilities Act (2005); Ontario Regulation 191/11: Integrated Accessibility Standards; Ontario Human Rights Code; Accessibility for Manitobans Act; Manitoba Human Rights Code; Manitoba Regulation 171/2015: The Customer Service Standard Regulation.
AODA and AMA – Customer Service Policy (reviewed April 2022)