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Customer Service Standard

Flight Network is committed to adhering to the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). This Act ensures that all Ontarians have fair and equitable access to programs & services and to improve opportunities for persons with disabilities. The Act has a phased in approach, but the end goal will be to have all businesses in Ontario comply with these areas:
  • Customer Service Standards
  • Information and Communication
  • Employment
  • Transportation
  • Built Environment
Purpose of this Policy
The purpose of this policy is to outline responsibilities of employees, volunteers and others who deal with the public or other third parties on behalf of Flight Network. in providing goods and services to people with disabilities in compliance with the Accessibility for Ontarians with Disabilities Act, 2005. The Regulations, under the AODA, establish accessibility standards companies must meet when dealing with members of the public, including requirements for information, communications, training and employment.

Who this policy includes?

This policy applies to all employees, volunteers and others who deal with the public or other third parties on Flight Network’s behalf in the province of Ontario. If we have employees, volunteers etc. that are based outside of Ontario this policy does not apply to them by law; although, we want to ensure that everyone adheres to these principles.

Our Policy Details

Our Commitment

Flight Network strives at all times to provide its services in a way that respects the dignity and independence of all people. We are committed to giving people an equal opportunity to access our services and being inclusive and considerate of those with disabilities to benefit from the same services, in the same place and in a similar way as other customers. Flight Network will review our commitment regularly. Flight Network will provide the necessary training to staff to ensure compliance.
Accessible Emergency Information
Flight Network is committed to providing our customers and clients with publicly available emergency information in an accurate way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.
Communication
We will communicate with people in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
Telephone services
We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers and clients by alternate methods if telephone communication is not suitable to their communication needs or is not available.
Assistive devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services. The person with a disability must ensure that their assistive device is operated in a safe and controlled manner at all times.
Billing
We are committed to providing accessible invoices to all of our customers. Invoices will be provided in alternative format upon request. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.
Use of service animals and support persons
We welcome people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties and where the animal is not prohibited by governing law. Flight Network staff may ask the owner to provide appropriate supporting documentation of the service animal if need be. We will also ensure that all staff, volunteers, and others dealing with the public are properly trained in how to interact with people with a service animal. It is the responsibility of the person with the disability to ensure that their service animal is kept in control at all times; including controlling the behavior of the animal, cleaning up after the animal, and being responsible for any damage the animal may cause to Flight Network or its landlord’s property.
Support Person
We welcome any support persons. Any person with a disability who is accompanied by a support person will be allowed to enter Flight Network’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
Notice of Temporary Disruption
Flight Network will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. This notice will be placed at all public entrances of properties owned by Flight Network.

Our Procedure

Employment
Flight Network is committed to fair and accessible employment practices. Flight Network will make all reasonable efforts to accommodate persons with disabilities throughout the selection process. Flight Network will work with persons with a disability to make adjustments to the selection process in a way that best suits their needs. Flight Network will work with employees with disabilities to develop a formal, written, individualized accommodation plan which will be reviewed and updated as needed. Flight Network staff will be advised of our commitment to accommodating employees with disabilities in order to provide equal opportunity of employment.
Training for Staff
Flight Network will provide training to all employees, and others who are expected to deal with members of the public or other third parties on our behalf. Training is delivered to all full-time and part-time staff. Training will include the following:
  • [Accessibility for Ontarians with Disabilities Act, 2005](http://www.ontario.ca/laws/statute/05a11) and the requirements of the customer service standard;
  • How to interact and communicate with people with various types of disabilities;
  • 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 use equipment or devices that are available at your premises or that may help customers with disabilities;
  • What to do if a customer with a disability is having difficulty accessing your service; and Developed policies, procedures and practices surrounding the legislation.
Applicable staff will be trained on policies, practices, and procedures that affect the way services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices, and procedures.

Information and Communication

Flight Network is committed to meeting the communication needs of people with disabilities. We will take steps to ensure new content to Flight Network’s web site conforms to World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 Level and is fully compliant by 2021.
Modifications to this or other policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. All Flight Network’s policies and procedures will be developed or updated in such a manner as to respect and promote the dignity and independence of persons with disabilities.
Feedback Process
Comments on our services and our accessibility program regarding how well our program is doing are welcome and appreciated. Feedback regarding the way Flight Network provides goods and services to people with disabilities can be made to Human Resources and may be delivered in the following ways: Flight Network – Human Resources 10th floor, 1 Toronto Street, Toronto, ON M5C 2V6 Once feedback is received, the following actions are taken to respond:
  • The feedback is directed to the appropriate person at Flight Network for action
  • Customers can expect an answer within 5 business days
This policy is available in alternate formats upon request.

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