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Accessible Customer Service Policy

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The purpose of this policy is to establish how Dye & Durham will provide access to its products and services to the public and other third parties that do business with Dye & Durham (collectively “the Public”) in a manner that is consistent with the principles of independence, dignity, integration and equality of opportunity, and that is compliant with the AODA and the Regulation.

For the purposes of this policy, any reference to Dye & Durham shall include any of the present and future affiliates of Dye & Durham Limited. As such, when we mention “Dye & Durham”, we”, “us” or “our” in this Privacy Policy, we are referring to the relevant company within the affiliated group.

Procedures for Providing Goods and Services to People with Disabilities

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

Communication

Dye & Durham and its employees, independent contractors, volunteers, individuals who provide goods, services or facilities on behalf of Dye & Durham (collectively “Representatives”) will communicate with members of the Public with disabilities in a manner that takes into account their disabilities. Dye & Durham will consider how the individual’s disability may affect the way that that person expresses, receives or processes communications and, where possible, ask the member of the Public how to best communicate with them.

We are committed to providing fully accessible telephone services to our customers. We will train employees to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. In addition, we will offer to communicate with customers by other means such as by letter or by email if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices

We encourage people with disabilities to use assistive devices at all of our locations for as long as needed to improve access to Dye & Durham’s goods and services.

A person with a disability may provide their own assistive device for the purpose of obtaining, using and benefiting from our goods and services. Exceptions may occur in situations where Dye & Durham has determined that the assistive device may pose a risk to the health and safety of a person with a disability or others on the premises. In such situations and others, Dye & Durham may offer a person with a disability other reasonable measures to assist in obtaining, using and benefitting from our goods and services, where other measures are available. It is the responsibility of the person with a disability to ensure that the assistive device is operated in a safe and controlled manner at all times.

Service animals

A person with a disability may enter premises owned and/or operated by Dye & Durham accompanied by a service animal and keep the animal with them if the public has access to such premises and the animal is not otherwise excluded by law. If a service animal is excluded by law, Dye & Durham will ensure that alternate means are available to enable the person with a disability to obtain, use and benefit from our goods and services. It should be noted that it is the responsibility of the person with a disability to ensure that the service animal is kept in control at all times.

 Support persons

A person with a disability may enter premises owned and/or operated by Dye & Durham with a support person and have access to the support person while on the premises. In addition, we may require a person with a disability to be accompanied by a support person while on the premises in situations where it is necessary to protect the health and safety of the person with a disability or of others on the premises.

Notice of temporary disruption

Dye & Durham will make reasonable efforts to provide prior notice of disruptions, if possible, recognizing that in some circumstances, such as in the situation of unplanned temporary disruptions, advance notice will not be possible. In all cases, Dye & Durham will notify customers promptly by posting a notice that includes information about the reason for the disruption, its anticipated duration and a description of alternate facilities or services that may be available. The notice will be posted in reasonable places. When possible, disruptions that are known in advance will be posted online.

Training

Dye & Durham will ensure that all of its Representatives are trained on:

  • the purpose of the AODA and an overview of the Customer Service Standards;
  • how to interact, communicate and assist people with disabilities, and in particular, people with assistive devices, and those who require the assistance of a guide dog, service animal or support person;
  • how to use equipment or devices available on Dye & Durham premises, if any, or otherwise provided by Dye & Durham that may help with the provision of goods, services or facilities to a person with a disability;
  • the policies and procedures created by Dye & Durham in accordance with the Customer Service Standards under the AODA; and
  • How to help a person with a disability who is having difficulty accessing Dye & Durham’s goods or services.

The training will be provided as soon as practicable upon commencement of the individual’s employment or engagement with the Company. The training will also be provided on an ongoing basis, as soon as practicable, whenever Dye & Durham’s policies change with respect to customer service accessibility for individuals with disabilities.

Dye & Durham will keep a log of all the training it will provide documenting who was trained, on what and when.

Feedback process

Dye & Durham is committed to providing high-quality goods and services to all of its customers. Feedback from customers and/or third parties is welcomed as it may identify areas that require change and encourage continuous service improvements.

Feedback from a member of the public about the delivery of goods and services to persons with disabilities may be provided by telephone, in person, in writing, in electronic format, or through other methods. All feedback should be directed to:

Diane Slater, VP, Global HR
c/o: Human Resources department,
Email: [email protected]
Telephone: 1-800-268-7580

If they wish to be contacted about their feedback, persons must provide their name and contact information. In addition, employees may provide feedback to the organization in two ways: Directly to Dye & Durham through their Managers, HR Business Partner or the VP, Human Resources  in person and/or in writing.

Complaints will be addressed by the VP, Global HR, or a designated representative. Where appropriate an investigation into a Complaint may be conducted. If the individual making a complaint so requests, the individual will receive a response to his or her complaint from the VP, Global HR or a designated representative.