Accessible Customer Service Policy

Intent

Pretium Canada Packaging ULC dba Starplex and Starplex Scientific (“Starplex”) is committed to providing accessible customer service to all customers and visitors to its premises. This policy highlights the guidelines and expectations by which Starplex is to provide accessible customer service to its clients and visitors. This policy is intended to meet the requirements of Integrated Accessibility Standards, Ontario Regulation 191/11 under the Accessibility for Ontarians with Disabilities Act, 2005.

All visitors to Starplex are respected equally and are to be treated with dignity, independence, integration and equal opportunity. Any goods or services provided to persons with disabilities are integrated to allow a person with a disability to benefit from the goods or services. All communication with a person with a disability is conducted in a manner that takes into account their disability.

Scope

a) This policy applies to the provision of goods and services at premises owned and operated by Starplex.

b) This policy applies to employees, volunteers, agents and contractors who deal with the public or other third parties that act on behalf of Starplex, including when the provision of goods and services occurs off the premises of Starplex.

c) The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises owned and operated by Starplex.

d) This policy shall also apply to all persons who participate in the development of Starplex’s policies, practices and procedures governing the provision of goods and services to members of the public or third parties.

Definitions

Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering or reading.

Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
a condition of mental impairment or a developmental disability;
a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
a mental disorder; or
an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Guide Dog – a dog trained as a guide for a blind person and having the qualifications prescribed by Ontario Regulation 58 under the Blind Persons’ Rights Act.

Service Animal – as reflected in Ontario Regulation 191/11, an animal is a service animal for a person with a disability if:

the animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
the person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:

A member of the College of Audiologists and Speech-Language Pathologists of Ontario.
A member of the College of Chiropractors of Ontario.
A member of the College of Nurses of Ontario.
A member of the College of Occupational Therapists of Ontario.
A member of the College of Optometrists of Ontario.
A member of the College of Physicians and Surgeons of Ontario.
A member of the College of Physiotherapists of Ontario.
A member of the College of Psychologists of Ontario.
A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

Service Dog – a dog other than a guide dog for the blind is a service dog if:

it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability; or
the person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

Support Person – as reflected in Ontario Regulation 191/11, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods, services or facilities.

General Principles

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 191/11, this policy addresses the following:

A. The Provision of Goods and Services to Persons with Disabilities;
B. The Use of Assistive Devices
C. The Use of Guide Dogs, Service Animals and Service Dogs
D. The Use of Support Persons
E. Notice of Service Disruptions
F. Customer Feedback
G. Training
H. Notice of Availability and Format of Required Documents

A. The Provision of Goods and Services to Persons with Disabilities

Starplex will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

ensuring that all customers receive the same value and quality;
allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
taking into account individual needs when providing goods and services; and
communicating in a manner that takes into account the customer’s disability and his or her preferred method of communication.

B. Assistive Devices

Customer’s own assistive device(s):

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Starplex. In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services.

Assistive devices provided by Starplex:

The following assistive devices are available on a first come, first serve basis and upon request, to assist customers in accessing our goods and services:

Wheelchairs
Canes

Assistance can also be provided by an employee of Starplex if requested by the person with a disability. Alternative communication methods may include enlarging font on documents, providing a magnifying glass, or reading a document aloud to a person with a disability.

C. Guide Dogs, Service Animals and Service Dogs

A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

Exclusion Guidelines:

If a guide dog, service animal or service dog is excluded by law (see applicable laws below) Starplex will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).

Applicable Laws:

Dog Owners’ Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pit bulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.

Recognizing a Guide Dog, Service Dog and/or Service Animal:

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Starplex may request verification from the customer.

Verification may include:

a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
a valid identification card signed by the Attorney General of Canada; or,
a certificate of training from a recognized guide dog or service animal training school.

Care and Control of the Animal:

The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all times. For the safety of Starplex’s employees and customers, a guide dog, service dog and/or service animal must be controlled or in a controlled environment at all times.

Allergies:

If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Starplex will make all reasonable efforts to meet the needs of all individuals.

D. Support Persons

If a customer with a disability is accompanied by a support person, Starplex will ensure that both persons are allowed to access the premises together and that the customer is not prevented from having access to the support person.

In the unlikely event where seating and availability may prevent the customer and support person from sitting beside each other, Starplex will make every reasonable attempt to resolve such issue.

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.

E. Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Starplex. In the event of any temporary disruptions to facilities or services that customer’s with disabilities rely on to access or use Starplex’s goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

Notifications will include:

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

goods or services that are disrupted or unavailable
reason for the disruption
anticipated duration
a description of alternative services or options

Notifications Options:

When disruptions occur Starplex will provide notice by:

posting notices in a conspicuous place, including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the Starplex website;
contacting customers with appointments;
verbally notifying customers when they are making a reservation or appointment; or
by any other method that may be reasonable under the circumstances.

F. Feedback Process

Starplex shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available by contacting our receptionist. Feedback forms, along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.

Submitting Feedback:

Customers can submit feedback to:

Customer Service Manager
Starplex Montreal
2800 Rue Halpern
Montreal, Quebec
Canada H4S 1R2

info@starplexscientific.com

Toll Free: 1-800-665-0954

Phone: 438-799-9947

Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so to any Starplex employee.

Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

G. Training

Training will be provided to:

a) all employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Starplex; and,

b) those who are involved in the development and approval of customer service policies, practices and procedures.

Training Provisions:

As reflected in Ontario Regulation 191/11, regardless of the format, training will cover the following:

A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
A review of the requirements 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 other service animal; or
- require the use 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.
Starplex’s policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

Training Schedule:

Starplex will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractor who deal with the public or act on our behalf. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Record of Training:

Starplex will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

H. Notice of Availability and Format of Documents

Starplex shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer’s disability. Notification will be given by posting the information in a conspicuous place owned and operated by Starplex and/or Starplex’s website and/or any other reasonable method.

Administration

If you have any questions or concerns about this policy or its related procedures please contact: