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AODA Customer Service Policy

Prostate Cancer Canada Customer Service Policy Statement:
Providing goods and services to people with disabilities

  1. Our mission

We strive to save lives by improving prevention, detection and treatment of prostate cancer, and to enhance the quality of life for all Canadians affected by the disease through collaboration, driving world-class research and translating knowledge into better outcomes.

  1. Our commitment

In fulfilling our mission through our contact and communication with all of our stakeholders, Prostate Cancer Canada

  • respects the dignity and independence of people with disabilities

  • commits to providing people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as all of our stakeholders.

  1. Providing goods and service to people with disabilities

Prostate Cancer Canada is committed to the highest standard of stakeholder service and communication and commit to implementing our commitments in as follow:

  1. Communication

  • We 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

  • We are 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.

  • We will offer to communicate with customers by email, TTY, Braille, ASL, relay services to accommodate specific requests if telephone communication is not suitable to their communication needs or is not available.

    1. 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 has quick access to information to provide help with assistance devices for any individual interaction as requested.

  1. Billing, Receipts and other Financial Information

We are committed to providing accessible invoices and tax receipts to all of our stakeholders and donors in different formats on request (for example, hard copy, large print, email, Braille, etc.)
We will answer any questions customers may have about the content of the invoice in person, by telephone or email.

  1. Events, Venues and Accessibility Information

We will be clear regarding accessibility for all Prostate Cancer Canada events that are held or conducted on premises other than our own.  Whenever possible, we will seek to communicate event accessibility for third party events supporting Prostate Cancer Canada.

  1. Use of service animals and support persons

We are 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.
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 Prostate Cancer Canada’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.
Fees will not be charged for support persons for admission to Prostate Cancer Canada’s premises.

  1. Notice of temporary disruption

Prostate Cancer Canada will provide stakeholders and visitors 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 information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
The notice will be placed at all public entrances and service counters on our premises.

  1. Training for staff

Prostate Cancer Canada will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. All Prostate Cancer Canada staff will be trained; interns, casual help and volunteers will be trained in the event their positions deal with the public on line, on the phone or in person in any capacity.
This training will be provided at orientation which usually occurs within a week of the start date and continues in an online component to be completed within 2 weeks after staff commences their duties.
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 use the equipment or devices (for example, in the event of elevator stoppage, TTY, translation to Braille, etc.) or otherwise that may help with the provision of goods or services to people with disabilities]

  • What to do if a person with a disability is having difficulty in accessing information or service from Prostate Cancer Canada

  • Prostate Cancer Canada’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.

  1. Feedback process

The ultimate goal of Prostate Cancer Canada is to meet and surpass customer and stakeholder 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 Prostate Cancer Canada provides goods and services to people with disabilities can be made by, for example, e-mail, verbally, suggestion box, feedback card, in person or other means identified for the ease of the customer/stakeholder.
All feedback will be directed to Tom Fischer, VP Finance and Regulatory Affairs. Customers can expect to hear back in 5 business days.
Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.

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

  1. Questions about this policy

This policy exists to achieve service excellence to customers and stakeholders 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, Tom Fischer, VP Finance and Regulatory Affairs at Prostate Cancer Canada (aodapolicy@prostatecancer.ca).

Updated September, 2014
Individualized Emergency Response
PCC will continue to ensure that all our emergency procedures, plans and safety information are in accessible formats and that stakeholders and members of the PCC community have the opportunity to develop an individualized emergency plan based on the needs of their disability.

Our staff work together to provide the opportunity for any employee, volunteer or visitor to request an individualized emergency plan.  Please contact aodapolicy@prostatecanada.ca.

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