Our Commitment

Toronto Redimix is committed to excellence in serving and providing goods and services to all customers including people with disabilities. We will provide equal treatment to people with disabilities with respect to the use and benefit of our goods and services in a manner that respects their dignity, independence, and that is equitable in relation to the broader public. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005.

Purpose

Our objective is to provide guidelines for the delivery of our goods and services to people with disabilities, keeping in compliance with the requirements of the Accessibility Standards for Customer Services made under the Accessibility for Ontarians with Disabilities Act, 2005.

Assistive devices

We are committed to serving persons with disabilities who use assistive devices to obtain, use, or benefit from our goods and services. 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 and services.

Communication

When communicating with people with disabilities, our employees shall do so in a manner that respects the person’s disability. This means staff will communicate in a means that enables persons with disabilities to communicate effectively for the purpose of using, receiving, and requesting our goods and services.

We will train staff who communicate with customers on how to interact and communicate with people with disabilities.

Service animals and support persons

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. We will ensure that all staff are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. 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

We will make reasonable efforts to provide notice in the event of a planned or unexpected disruption to the facilities or services which we have control over. This notice will include information about the reasons for the disruption, its anticipated duration and a description of alternative facilities or services, if available. We will provide notice by posting information in visible places on our premises or by any other method that may be reasonable under the circumstances.

Training for staff

We will provide training for our employees who deal with the public. As new staff are hired, the training will become a component of their orientation training and will be provided within a reasonable timeframe.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

• Our Accessible Customer Service Plan

• 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

• What to do if a person with a disability is having difficulty in accessing our goods and services

• Staff will also be trained when changes are made to the accessible customer service plan

Feedback process

The ultimate goal of this policy is to meet service delivery expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated. Feedback from a member of the public about the delivery of goods and services to persons with disabilities may be given by telephone, in writing, in electronic format or through other methods.

All feedback, including complaints, will be directed to the Human Resources Department and complaints will be addressed immediately. However, some complaints may require more effort to address, and must be reviewed for action, possibly at a higher level.

We will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Modifications to this or other policies

Any policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

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, or to receive a copy of this policy, please contact:

Human Resources Department

401 Bowes Road, Concord, ON, L4K 1J4

Tel: 416-798-7050 ext. 231

Email: coralc@torontoredi-mix.com