Policy Name: Accessibility Policy Policy Number: HR.34 Policy Main Category: Accessibility Policy Policy Owner: Regulatory Version: 2.0 Last Revision Date / Effective Date: December 3, 2014 / Existing Applicable to: All Ontario employees
1. Statement of Commitment
1.1 Goods and services are provided in a manner that respects the dignity and independence of people with disabilities;
1.2 The provision of goods and services to people with disabilities and others are integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods and services;
1.3 The provision of goods and services to people with disabilities and others are integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods and services;
1.4 People with disabilities are given the same opportunity to access any of our goods and services and to benefit from those services, in the same place and in a similar way as other customers;
1.5 Communications with a person with a disability are conducted in a manner that takes the person's disability into account; and
1.6 People with disabilities may use assistive devices, service animals and support persons as is necessary to access the Company's goods and services unless superseded by other legislation.
This policy and its procedures address the accessibility requirements of Regulation 429/07 Accessibility Standards for Customer Service under the Accessibility for Ontarians with Disabilities Act, 2005 ("AODA").
This policy applies to the Company's employees, agents and contractors who work on behalf of the Company in Ontario.
4.1 Assistive Device: is a technical aid, communication device, medical aid or other instrument that is used to increase, maintain or improve the functional abilities of people with disabilities (e.g. canes, crutches, wheelchairs, hearing aids, etc.).
4.2 Disability: is
4.2.1 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;
4.2.2 a condition of mental impairment or a developmental disability;
4.2.3 a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
4.2.4 a mental disorder; or
4.2.5 an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
4.3 Support Person: is a person who accompanies the person with the disability in order to help with communication, mobility, personal care, medical needs or access to goods and services.
4.4 Service Animal: an animal is a service animal for a person with a disability if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
5. Providing Goods and Services to People with Disabilities
The Company is committed to excellence in serving all customers including people with disabilities. In particular:
The Company will communicate with people with disabilities in ways that take into account their disability. The Company will train employees and others who act on the Company's behalf who communicate with customers as to how to most effectively interact and communicate with persons with various types of disabilities.
5.2 The Use of Assistive Devices
The Company is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. The Company will ensure that its staff are trained and familiar with various assistive devices that the Company may have on site and may be used by people with disabilities in accessing our goods or services.
5.3 Use of Service Animals
The Company is 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. The Company will ensure that all employees, agents, contractors, and other third parties who work for or act on behalf the Company are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
5.4 The Use of Support Persons
The Company is committed to welcoming people with disabilities who are accompanied by a support person. If a customer with a disability is accompanied by a support person, the Company will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.
In situations where confidential information of the customer may be discussed, consent to discuss such confidential information in front of the support person will be obtained from the customer, prior to any confidential information being discussed.
5.5 Notice to Disruptions in Service
The Company will provide customers with prompt notice in the event of a planned or unexpected disruption to services or facilities for people with disabilities. This notice will include information about the reason for disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
The notice will be placed at all public entrances, reception counter and on the Company's website.
The Company will provide training to all employees, agents, contractors and others who deal with the public or other third parties on our behalf, and all those who are involved in the development of policies, plans, practices and procedures related to the provision of our goods and services. All applicable individuals will be trained on policies, practices and procedures that affect the way goods and services are provided to persons with disabilities.
All individuals will be trained as soon as reasonably practicable after they commence their duties and will be trained on an ongoing basis in accordance with changes to this policy and its related practices and procedures.
Training will include the following:
5.6.1 An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
5.6.2 How to interact and communicate with people with various types of disabilities;
5.6.3 How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
5.6.4 How to offer assistance if a person with a disability is having difficulty in accessing the Company's goods and services; and
5.6.5 Review of the Company's policies, practices and procedures relating to the customer service standard. Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
6. Feedback Process
The ultimate goal of the Company 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.
Feedback regarding the way the Company provides goods and services to people with disabilities can be provided in writing by sending a letter or e-mail to the contact information set out below:
Just Energy Corp. 80 Courtneypark Drive West Mississauga, Ontario L5W 0B3 Attention: Customer Service - Accessibility e-mail: AODA@justenergy.com
All feedback, including complaints, will be handled in accordance with the Company's complaint management procedures.
Customers can expect to hear back within ten (10) business days.
7. Notice of Availability
This policy is made available to any member of the public upon request. This policy will also be posted on the Company's internet websites including www.justenergy.com and www.hudsonenergy.net.
8. Modifications to this or other policies
The Company is 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, practice or procedure of the Company that does not respect and promote the dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
9. Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about this policy or if the purpose of the policy is not understood, they may contact the Regulatory Department below.
6345 Dixie Road, Suite 200 Mississauga, Ontario L5T 2E6 Attention: Regulatory Department Fax: 905-564-6069