Customer Service Accessibility Policy
This Policy may be available in alternate formats upon request.
Perflex Label Inc. is a strict business to business entity. The majority of customer interaction takes place at the customers' premises.
Perflex Label believes however that employees should be trained in dealing with customers with
disabilities just as they would deal with any other customer.
To meet this objective all applicable employees are required to be trained on the AODA customer
standard.
The training covers:
- Accessibility for Ontarians with Disabilities Act, 2005
- The Customer Service Standard
- How to interact and communicate with customers who have disabilities
- Assistive Devices
- Using assistive devices when providing goods and services to a person with a disability
- Service Animals
- Support Persons
What to do if a customer with a disability is having difficulty accessing goods or services
Perflex Label Inc. supports the principles of the Accessibility for Ontarians with Disabilities Act and will
do its best to accommodate persons with disabilities at its premises.
Accessible Customer Service Plan
Providing Goods and Services to People with Disabilities
Perflex Label Inc. is committed to excellence in serving all customers including people with disabilities.
Assistive Devices
We will 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.
Communication
We will communicate with people with disabilities in ways that take into account their disability.
Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts
of our premises that are open to the public ie the reception and office area.
Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person
accompany them on our premises.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities
washrooms or entrance to the office, Perflex Label Inc. will notify customers promptly. This clearly
posted notice will include information about the reason for the disruption, its anticipated length of time,
and a description of alternative facilities or services, if available.
The notice will be placed at the Reception Area.
Training
Perflex Label Inc. will provide training to employees, volunteers and others who deal with the public or
other third parties on our behalf.
Individuals in the following positions will be trained: Department Managers, Sales Representatives,
Customer Service Representatives
This training will be provided to staff within 90 days of employment.
Training will include:
- An overview 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
Staff will also be trained when changes are made to our Accessible Customer Service Plan.
Feedback Process
The ultimate goal of this Policy is to meet goods and service delivery expectations while responding to
the requests of individuals with disabilities. Comments on how well Perflex Label is meeting those
expectations are welcome and appreciated. Feedback about this Policy or its implementation can be
submitted:
- by telephoning the Perflex Label Controller/HR Manager at 416-321-0555 Ext. 223
- by fax 416-321-2267, Attention Controller/HR Manager
- in person at Perflex Label, 124 Milner Avenue, Unit 5, Toronto, Ontario M1S 3R2
- by mail at Perflex Label, 124 Milner Avenue, Unit 5, Toronto, Ontario M1S 3R2, Attention Controller/HR Manager
- by e-mail at, officeadmin@perflexlabel.com
Privacy will be respected and all feedback will be reviewed for possible action that can be taken to
improve services provided by Perflex Label. Feedback received will be redirected to an
appropriatecontact person in the relevant departments of Perflex Label, as appropriate. Where
possible, complaints will be addressed immediately. However, some complaints may require more
effort to address, and must be reviewed for action, possibly involving a number of elements within
Perflex Label. Individuals offering feedback can expect acknowledgement of that feedback within five
business days of its receipt. The acknowledgement will indicate how the matter will be addressed and
when the individual will be notified of the outcome. Perflex Label will follow up on any actions arising
from the feedback and the timeframe for implementation will be provided as part of the notification of
outcome. Feedback/response will be in a format that is accessible to the complainant.
Modifications to This or Other Policies
Any policy of Perflex Label Inc. that does not respect and promote the dignity and independence of
people with disabilities will be modified or removed.
Copyright 2024, Perflex Label Inc.