First Student Canada

Accessibility Standards For Customer Service

Policy

First Canada believes that First Canada employees, customers and suppliers are an integral part of the communities in which we do business and that our Company should reflect the communities we serve.

First Canada will ensure all services are accessible to everyone in the community in accordance with Ontario Regulation 429/07 Accessibility Standards for Customer Service.

Our Commitment

In fulfilling our mission, First Canada strives at all times to provide its services in a way that respects the dignity and independence of people with disabilities.  We are also committed to giving people with disabilities the same opportunity to access our services and allow them to benefit from the same services, in the same place and in a similar way as other customers.

Providing Services to People with Disabilities

First Canada is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

Communication

We will communicate with people with disabilities 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 are committed to providing fully accessible telephone service to our customers.  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 by email or relay services 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 services.  We will ensure that our employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.  We will also ensure that employees are aware of how to use the assistive devices available on our premises for customers.  i.e. Text Telephone  (TTY), Wheelchair lifts

Billing

We are committed to providing accessible invoices to all of our customers.  For this reason, invoices will be provided in the following formats upon request: hard copy or email.  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 are committed to welcoming 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.  We will also ensure that all employees, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

We are committed to welcoming people with disabilities who are accompanied by a support person.  Any person with a disability who is accompanied by a support person will be allowed to enter First Canada’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

First Canada 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.  When the disruption is planned, a notice will be posted and include information 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 all public entrances and service counters on our premises.

Training for Employees

First Canada will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are included in the development and approvals of customer service policies, practices and procedures.  Individuals in the following positions will be trained: Managers, Supervisors, Shop Managers, Safety Staff, Bus Drivers, Attendants and Office Employees.  This training will be provided within 60 days after employees commence their duties.

Training will include the following:

  1. The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard;
  2. How to interact and communicate with people with various types of disabilities;
  3. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person;
  4. How to use assistive devices such as “TTY”, Wheelchair Lifts, etc., available on First Canada’s premises;
  5. What to do if a person with a disability is having difficulty in accessing First Canada’s services;
  6. First Canada’s policies, practices and procedures relating to the customer service standard.

Applicable employees will be trained on policies, practices and procedures that affect the way services are provided to people with disabilities.  Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback Process

The ultimate goal of First Canada is to meet and surpass customer expectations while serving customers with disabilities.  Comments on our services regarding how well those expectations are being met are welcome and appreciated.

First Canada provides a variety of different methods to people with disabilites for submitting feedback about our services. Feedback can be given in person, verbally or in writing, online, telephone, TTY or other means.  Customers can expect to hear back within 10 working days.  Feedback forms can be found on our company website at www.firststudentcanada.com under Accessibility.  All feedback should be directed to the Senior Director of Human Resources.  Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.

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.  Therefore, no changes will be made to this policy before considering the impact on people with disabilities.  Any policy of First Canada that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions about this Policy

This policy exists to achieve service excellence to customers with disabilities.  If anyone has a question about a policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to the Human Resources Department at First Canada.