AODA Policy

AODA Customer Service Policy

Purpose

Orkin Canada is committed to ensure all programs and services provided by the company are accessible to people with disabilities and in compliance with the Accessibility for Ontarians with Disabilities Act (AODA) by identifying, removing and preventing barriers that might interfere with their ability to get full benefit of the services.  The purpose of this policy is to outline responsibilities of employees, volunteers and others who deal with the public or other third parties on behalf of Orkin Canada in providing services to people with disabilities.

Scope

This policy applies to all Orkin Canada branch offices’ employees, contractors, volunteers and others who deal with the public or other third parties on the Company’s behalf.

Responsibilities

Management:

  • Shall establish and enforce practices and procedures
  • Shall provide training on the AODA and internal policies, procedures and practices
  • Shall evaluate and review policies, procedures and practices as required

Employees:

  • Shall treat all users and residents with dignity and respect
  • Shall offer a variety of communication methods to person with disabilities
  • Shall use reasonable efforts to allow persons with disabilities to use their own assistive devices to access facilities and services
  • Shall allow persons with disabilities to be accompanied by their guide dog or service animal and/or support person

Definitions

Disability: Shall mean

  1. a) 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;
  1. b) a condition of mental impairment or a developmental disability;
  1. c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
  1. d) a mental disorder, or
  1. e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997. 

Accessible shall mean capable of being entered or reached, approachable; easy to get at; capable of being influenced, obtainable; able to be understood or appreciated.

Assistive Device shall mean a device used to assist persons with disabilities in carrying out activities or in accessing the services of persons or organizations covered by the customer Service Standard.

Dignity shall mean respecting and treating every person including persons with a disability as valued and as deserving of effective and full service as any other customer.

Independence shall mean freedom from control or influence of others, freedom to make your own choices.

Integration Integrated Services are those that are designed to be accessible to everyone including people with disabilities

Equal Opportunity shall mean services are provided in such a way that a person with a disability have the same opportunity to benefit from services as other customers

Guide Dog shall mean a dog trained as a guide for a person who is blind and having the qualifications prescribed by the regulations.

Services shall mean services provided by Orkin Canada

Service Animals shall mean animals that are used as a service animal for a person with a disability

  • 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
  • if 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.

(under Ontario Regulation 429/07 https://www.ontario.ca/laws/regulation/070429)

Support Person shall mean an individual hired or chosen by a person with a disability to provide services or assistance with communication, mobility, personal care, medical needs or with access to goods or services.

Policy Statement

Orkin Canada endeavor at all times to provide 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 allowing 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

Orkin Canada use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following four principles:

  • Dignity
    • Services will be provided in a way that allows people to maintain self-respect and the respect of others
    • People with disabilities are as valued and as deserving of full and effective services as any other customer
  • Independence
    • Services will be provided without unnecessary help or interference from others
    • Independence means freedom to make one’s own choices and decisions
  • Integration
    • People with disabilities will be able to benefit from the same services, in the same place and in the same or similar ways as other customers
    • In some cases alternative measures to integration will be provided
  • Equal opportunity
    • A person with disability will not have to make significantly more effort to access or obtain our goods and services and should not have to accept less quality or more inconvenience

Orkin Canada is committed to serving all customers including people with disabilities by removing barriers that might arise in the course of doing business as follows:

  1. Communication

Orkin Canada 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.

  1. Telephone services

Orkin Canada is 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.

If telephone communication is not suitable to customers communication needs, we will offer to communicate with them by email in person or with the assistance of a support person.

  1. Assistive devices

Orkin Canada is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our staffs are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.

  1. Billing

Orkin Canada is committed to providing accessible invoices to all of our customers. Invoices will be provided in alternative format upon request. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.

  1. Documentation

All published documents can be made available in hard copy, large print and email if required.

Use of service animals and support persons

Orkin Canada 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 and other third parties. We will also ensure that all staff, 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.

Orkin Canada is 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 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

Orkin 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. This notice will include the following information:

  1. The reason for the disruption
  2. Its anticipated duration
  3. Description of alternative facilities or services, if available.
  4. Contact information

The notice will be placed at all public entrances and service counters on our premises.

*Notice of Disruption in Services – Appendix 1

Emergency procedures, plans or public safety information

Emergency procedures, plans or public safety information is available in an accessible format or with appropriate communication supports, upon request as soon as practicable.
Training for staff

Orkin Canada provides training to all employees, volunteers and others who deal with the public or other third parties on our behalf. Training is developed and delivered in various formats to all employees including all full time and part time as well as all volunteers.

Training will include 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
  • How to learn about the use of various assistive devices
  • What to do if a person with a disability is having difficulty in accessing Orkin Canada’s services
  • Orkin Canada’s policies, practices and procedures relating to the customer service standard.

Applicable staff will be trained on areas of the accessibility standards that are relevant to their work responsibilities and on policies, practices and procedures that affect the way services are provided to people with disabilities. All new hires will be provided with training on AODA as soon as practicable. Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Hiring

Orkin Canada will accommodate the needs of people with disabilities in our hiring process.

The Company welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.  During the hiring process, candidates selected for an interview will be advised that accommodation can be provided as needed.  If an applicant or successful candidate requests an accommodation, Orkin Canada will discuss their needs with them and make adjustments to support them.

Feedback process

The ultimate goal of Orkin 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. A Customer Feedback Form is available at Head Office Reception by calling 905-502-9700 and it can be mailed, faxed or e-mailed. If the mentioned methods are not suitable, individuals can request for another method. All feedback will be directed to the Director of Human Resources and privacy will be respected. Customers can expect to hear back within ten business days.

*Customer Service Feedback Form – Appendix 2

*Record of Customer Feedback – Appendix 3

Modifications to this or other policies

Orkin Canada is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. All policies and procedures will be developed or updated in such a manner as to respect and promote the dignity and independence of persons with disabilities.

Notice of Availability of Documents

The documents required by AODA Customer Service Standard Regulation are available upon request. The documents will be provided in alternative format upon request. This notice is posted on Orkin Canada’s website.

Questions about this policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, HR Director at MGazzellone@orkincanada.com or by calling 905-502-9700 ext. 2837

This policy is available in alternate formats upon request.