AODA Customer Service Policy Statement

Our Commitment

CDB strives to provide our products and services in a manner that is accessible to all of our customers, and respects the dignity and independence of people with disabilities.

Providing Goods and Services to People with Disabilities

CDB is committed to excellence in serving all customers including people with disabilities. To that end, we carry out our functions and responsibilities in the following areas:

Communication

We communicate with people with disabilities in ways that take into account their disability.

We train our staff 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 train our staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.

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 are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Training for Staff

CDB 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 involved in the development and approvals of customer service policies, practices and procedures.

Training includes the following:

• The purposes of the Accessibility for Ontarians with Disabilities Act,( 2005), 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

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

Feedback Process

Feedback regarding the way CDB provides goods and services to people with disabilities can be made by email to [email protected] Customers can expect to hear back in 7 days.

Questions About This Policy

If you have any questions, concerns or complaints about the accessibility policies stated here, you can:

Send us an email at: [email protected]