1. Our mission
The mission of Coughlin & Associates Ltd. is to provide Service Beyond Expectations™ in everything we do.
2. Our commitment
In fulfilling our mission, Coughlin & Associates Ltd. strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the opportunity to access our goods and services and to benefit from those services, in the same place and in a similar manner as other customers.
3. Providing goods and services to people with disabilities
Coughlin & Associates Ltd. 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:
3.1 Communication
We will communicate in a manner that takes into account their individual disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
3.2 Telephone services
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by email if telephone communication is not suitable to their communication needs, or is not available.
3.3 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 will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services. We will also ensure that staff are familiar with the use of: larger fonts on correspondence, signage and other text and are knowledgeable and comfortable dealing with support persons or animals. We will also allow assistive devices in our workplace such as, but not limited to wheelchairs, canes, walkers and oxygen tanks.
We provide easy access for anyone entering and exiting the building. We offer accessible parking near the front doors of the building. There is also an accessibility ramp available and doorways can be opened by the push of a clearly identified button. Our reception area is fully accessible and allows access to all of our services. We have washrooms that are clearly identified and designed to meet the needs of persons with disabilities.
3.4 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; large print; and e-mail. We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.
4. Use of service animals and support persons
We are committed to welcoming people with disabilities who are accompanied by a service animal or other third parties into the area of our premises that are open to the public. We will also ensure that all staff 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 Coughlin & Associates Ltd.’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.
5. Notice of temporary disruption
Coughlin & Associates Ltd. will provide customers with notice in the event of an expected disruption of our facilities or services. We will provide support to disabled persons during disruptions. These include: information about the reason for the disruption; its anticipated duration; and a description of alternative facilities, if available. The notice will be placed at all public entrance and service counters on our premises.
6. Training for staff
Coughlin & Associates Ltd. will provide appropriate training to all employees who deal with the public or other third parties who work on behalf of certain members of the public. Training will also be provided to all those who are involved in the development and approvals of customer service policies, practices, and procedures. This means all staff will be trained.
This training will be provided to staff within two weeks of their first day of employment. A form will be signed confirming their completion and understanding of the training.
Training will include:
- the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of its customer service standards;
- 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;
- the policies, practices and procedures relating to the customer service standards at Coughlin & Associates Ltd.
All 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.
7. Feedback process
In keeping with our mission statement of providing ‘Service Beyond Expectations,™’ the ultimate goal of Coughlin & Associates Ltd. is to meet and surpass customer expectations while serving customers with disabilities. Comments on our effectiveness in providing services to those with disabilities are welcome and appreciated.
Methods of providing such feedback include: in person, by completion of the customer feedback form at the reception area and submitting it into our suggestion box; by e-mail to the Human Resources & Operations Manager at hr@coughlin.ca; or by accessing our website at www.coughlin.ca and completing the customer feedback form that will be forwarded to hr@coughlin.ca. Customers can expect to receive a response within five business days.
8. 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 such changes may have on people with disabilities. Any policy of Coughlin & Associates Ltd. that does not meet these objectives 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 the policy, or if the purpose of the policy is not understood, an explanation will be provided by, or referred to, the Human Resources & Operations Manager at hr@coughlin.ca.
