Ministry Statement on Accessible Customer Service
1. Introduction
Under the Accessibility for Ontarians with Disabilities Act (AODA), 2005, one of the requirements of the Accessible Customer Service (ACS) Regulation is the establishment of a policy (or policies) that indicates how an organization will provide accessible customer service.
The OPS Diversity Office had developed an Accessible Customer Service Policy (ACS) and accompanying Accessibility Guideline that defines what ministries must do to meet the requirements of the ACS Regulation and identifies some additional best practices.
The Ministry of Consumer Services (MCS) has adopted the ACS Policy and will ensure that it is embedded in its service delivery programs and initiatives. The ministry has further demonstrated its commitment to accessibility by adopting a number of OPS recommended best practices.
The ministry prepared this statement, titled the Ministry of Consumer Services Statement on Accessible Customer Service, to complement the OPS ACS Policy. Tailored for the ministry, the document is fully integrated with and supportive of the broader Accessible Customer Service Policy and Accessibility Guideline and the OPS Service Directive. It serves as a companion to all existing ministry documented policies, practices and procedures as they relate to the provision of services to Ontarians.
2. Staff Training
All ministry staff, classified and unclassified, will complete accessibility training. Training will be provided within the first 30 days after staff commence their duties. Training will include all requirements outlined in the ACS Policy.
The ministry will ensure appropriate staff are trained in assistive communications devices and technologies, i.e. TTY services and relay services.
Staff will also be trained on an ongoing basis when changes are made to ministry accessibility policies, practices and procedures.
3. Assistive Devices
Where there are assistive devices available in our customer service offices and facilities, the ministry will keep the devices maintained and upgraded as appropriate.
Staff will be made aware of assistive devices available for use or application in their office.
4. Service Animals and Support Persons
The Ministry of Consumer Services is committed to welcoming people with disabilities who are accompanied by a support person or service animal on the parts of our premises that are open to the public and other third parties.
5. Communications
The Ministry of Consumer Services will offer to communicate with customers by e-mail, TTY or relay service if telephone communication is not suitable to their communication needs or is not available.
Appropriate ministry staff have been made aware of Bell’s telecommunications relay service and are prepared to make and respond to calls using this service.
Accessibility considerations are considered when planning and undertaking ministry-hosted meetings and events. The Ministry of Consumer Services will communicate the accessibility of features available or offered as part of the meeting notification or invitation.
In some cases, the ministry will request event participants to identify accessibility accommodation needs. In such cases, the ministry will respond in an appropriate manner to accommodate individual requests. The ministry reserves the right to make accommodations in a manner that serves a balance between accommodation and cost effectiveness.
Feedback Mechanism
Feedback regarding the way the Ministry of Consumer Services provides goods and services to people with disabilities can be made:
- By phone or TTY,
- In-person,
- By e-mail or Internet or
- Using a feedback form.
All feedback will be directed to our Consumer Protection Branch and acknowledged according to the OPS Common Service Standards.
Specifically, feedback arriving through regular mail, fax or e-mail will be acknowledged within 15 business days of receipt.
If a conclusive response is not possible within that timeframe, an interim acknowledgement with an anticipated date of response will be provided within 5 business days.
Feedback received by phone, TTY, in-person or on a feedback card will be acknowledged within two business days, indicating when the matter will be addressed.
7. Notice of Temporary Disruption
The Ministry of Consumer Services has developed an Interim Service Disruption Notification Protocol that will ensure our customers are provided with notice in the event of a planned or unexpected disruption in ministry facilities or services used by customers with disabilities. Notices will be placed on ministry bulletin boards and the web as appropriate.
The OPS is also developing and planning to implement an enterprise-wide protocol that will ensure a coordinated response between ministries. It is expected, therefore, that the ministry’s interim protocol may be augmented or replaced by the final OPS protocol.
8. Policies
The Ministry of Consumer Services is committed to ensuring that customers with disabilities receive accessible services consistent with the principles of dignity, independence, integration and equal opportunity. The ministry develops and implements its polices, practices and procedures to be consistent with these four principles outlined in the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
Any policy of the Ministry of Consumer Services that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
The Ministry of Consumer Services Statement on Accessible Customer Service, in conjunction with the OPS Accessible Customer Service Policy, will serve as an accessibility lens in the review and development of policy, program documents and procedural documents.
The ministry will review and amend this statement on an ongoing basis to ensure it remains current and consistent in view of anticipated new accessibility regulatory requirements.
If changes are made to the Ministry of Consumer Services Statement on Accessible Customer Service, or the OPS Accessible Customer Service Policy, the ministry will ensure those changes are communicated to staff in a timely manner and our practices and procedures are updated accordingly.
9. Procurement
The ministry is committed to working with Supply Chain Management to integrate accessibility considerations into existing procurement policies and procedures.
For this reason, we will ensure staff receive ongoing training on the principles and mandatory requirements of the Procurement Directives and the Ontarian’s with Disabilities (ODA) Procurement Requirements Checklist.
10. Questions about the Policy or Statement
The OPS Accessible Customer Service Policy exists to ensure the provision of excellent customer service for people with disabilities.
The Ministry of Consumer Services Statement on Accessible Customer Service is intended to provide ministry-specific considerations to the requirements outlined in the ACS.
To send a question about the OPS Policy or the Ministry Statement, or request a copy, contact us through any of the following channels:
General Inquiry Number: (416) 327-8300
Toll free: 1-877-665-0662
TTY Number: (416) 229-6086; 1-877-666-6545 (toll free)
E-mail: infomcs@ontario.ca
Ministry Website: www.ontario.ca/mcs
