POLICY
Cuso International is committed to providing appropriate services to all persons, including persons with disabilities, consistent with the principles of dignity, independence, integration and equal opportunity. Cuso International personnel are expected to respond to people requiring accessible customer service in a respectful manner and with the appropriate accessibility tools that Cuso International has available.
PURPOSE
This policy is intended to meet the requirements of the Customer Service Standards of the Integrated Accessibility Standards, Ontario Regulation 191/11 under the Accessibility for Ontarians with Disabilities Act, 2005 and applies to the provision of goods and services to the public by Cuso International in Ontario.
PRACTICES and PROCEDURES:
1. Communication
Cuso International provides appropriate training to its employees who provide services to our customers, so that they are aware of how to interact and communicate with people with different disabilities, in ways that take into account the person’s disability.
2. Personal Assistive Devices
Cuso International is committed to ensuring that required personnel are familiar with available assistive devices that may be used by people with disabilities while accessing our services and will ensure adequate training/familiarization on how to interact with people using these devices. In cases where personal assistance devices present a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of services. For example, where elevators are not present and where an individual requires assistive devices for the purposes of mobility (i.e. Wheelchair or walker), service will be provided in a location that meets the customer’s needs.
3. Guide Dogs and Service Animals
Cuso International welcomes people with disabilities who are accompanied by a guide dog or service animal in the areas of our premises that are open to the public. Required personnel are adequately trained on how to interact with people with disabilities who are accompanied by a guide dog or service animal.
A “guide dog” is a dog trained as a guide for a blind person and having the qualifications prescribed by the regulations under the Blind Persons’ Rights Act. An animal is a “Service Animal” for a person with a disability if it is readily apparent that the animal is used by the person for reasons related to his or her disability. If you cannot easily identify that the animal is a service animal, you can ask the person to provide documentation from a regulated health professional.
The customer that is accompanied by a guide dog, service dog or service animal is responsible for maintaining care and control of the animal at all time.
4. Support Persons
Cuso International welcomes people with disabilities that are accompanied by a support person. Our personnel will ensure both persons are allowed to enter the premises together and that the customer is not prevented from accessing the support person.
In situations where confidential information might be discussed, verbal consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.
Should payment be required for attendance or admission to an event hosted by Cuso International, such fee will be waived for the support person.
Required Cuso International personnel are trained on how to interact with people with disabilities who are accompanied by a support person.
5. Notice of Temporary Disruption
Service disruptions may occur due to reasons that may or may not be within Cuso International’s control, such as maintenance on our premises or on various web-based systems. In the event of any temporary disruptions to facilities or services normally used by customers with disabilities, Cuso International will provide notification as follows:
- Facilitate advance notice wherever possible.
- Give information regarding which services are disrupted and unavailable.
- Provide the reason for the disruption.
- Provide the anticipated duration of the disruption.
- Give a description of alternative services or options, if available.
6. Giving Feedback to Cuso International
Feedback regarding Cuso International’s provision of services to people with disabilities can be made by: email at hr@cusointernational.org, toll free phone number at 1-888-434-2876 x. 225, or in writing to Cuso International-Human Resources, 44 Eccles Street, Suite 200, Ottawa, ON, K1R 6S4. All feedback will be directed to the Human Resources department. A response will be provided within thirty days of receipt.
7. Availability and Format of documentation
This policy will be made available to any member of the public upon request. You can view Cuso International’s Customer Accessibility Policy at www.cusointernational.org or call us toll-free at 1-888-434-2876 to request a copy in a format that takes into account the person’s disability.
TRAINING OF EMPLOYEES
Cuso International provides training to all members of the organization in Ontario.
Our training covers the following provisions:
- A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
- A review of the requirements of the Customer Service Standards as part of the Integrated Accessibility Standards, Ontario Regulation 191/11.
- Instructions on how to interact and communicate with people with various types of disabilities.
- Instructions on how to interact with people with disabilities who:
- Use assistive devices;
- Require the assistance of a guide dog, service dog or service animal;
- Require the assistance of a support person (including the handling of admission fees).
- Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
Instructions on what to do if a person with a disability is having difficulty accessing our services. - Cuso International’s policies, procedures and practices pertaining to providing accessible customer service.
All active employees (including office volunteers and interns) will be trained on policies, practices and procedures that affect the way services are provided to people with disabilities.
Any temporary personnel who are not Cuso International employees shall undergo training by their employers as required by the Accessibility for Ontarians with Disabilities Act, 2005 as a condition to providing services on behalf of Cuso International.