Accessible Customer Service Policy

Our Commitment

The Tourism Industry Association of Ontario (TIAO) is committed to providing services in a manner which respects the dignity and independence of all persons, including people with disabilities.

Assistive Devices

TIAO is 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 are trained and familiar with various assistive devices we have on our premises or that we provide 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

TIAO will welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support Persons

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

Fees will not be charged for support persons for permission to access the Tourism Industry Association of Ontario’s premises, or other premises where we are holding functions or controlling access to the space.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, TIAO 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 made public at our entrance. In appropriate circumstances the notice will also be posted on our website. It is recognized that the ability to provide appropriate notice of a disruption may be limited in cases of an emergency that caused the temporary disruption.

Training for Staff

TIAO will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

All employees will receive training during their period of orientation as new hires. Ongoing training will be provided as required if there are modifications to this Policy/Plan, if new barriers or potential barriers are identified or to refresh employees’ general awareness and sensitivity to the issues of accessibility.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilties Act, 2005 and the requirements of the customer service standards
  • The Tourism Industry Association of Ontario’s plan related to 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 use equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities
  • What to do if a person with disabilities is having difficulty in accessing TIAO’s goods and services.

Feedback Process

The Tourism Industry Association of Ontario welcomes feedback about the delivery of our services to people with disabilities. Feedback can be made in person, by telephone, in writing or by email. All feedback will be directed to Beth Potter, President & CEO.

We will investigate and respond to all such feedback in a timely, thorough and objective manner. The following actions will be taken to respond:

  • The feedback will be directed to the appropriate person for action
  • The feedback will be assessed for appropriate action (Note: the customer service standard does not require a response to be provided for all feedback)
  • Where action includes a response to the customer, we will endeavour to provide a response within four (4) business days.

Notice of Availability

The Tourism Industry Association of Ontario will notify the public that our documents related to accessible customer service, are available upon request by posting a notice on its website and at reception. It is the public’s right to obtain copies of this Policy and Plan.

Modifications To This Or Other Policies

Any policy, practice or procedure of the Tourism Industry Association of Ontario that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

Updated: March 26, 2015