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AODA Customer Service Standard Policy

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Customer Service Standard Policy, Accessibility for Ontarians with Disabilities Act (AODA)

Lotek Wireless Inc. is committed to excellence in serving all customers including people with disabilities.  Lotek Wireless Inc. recognizes the importance of the principles of independence, dignity, integration and equal opportunity and is committed to complying with the mandatory customer service standard addressed in Ontario Regulation 429/07 (the “Customer Service Standard”) under the Accessibility for Ontarians with Disabilities Act (“AODA”).

Communication:
Lotek will take the necessary steps to ensure that all employees communicate with individuals with disabilities in a manner that takes into account their disabilities.  Lotek will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities and where possible and appropriate, they will ask the individual directly how to effectively communicate with them.

Assistive Devices:
Assistive devices that may be used by individuals with disabilities are welcome on the Company’s premises.  We will take steps to ensure that employees are familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Service Animals:
Lotek welcomes guide dogs or other animals that serve individuals with disabilities and, with the exception of those animals that are otherwise excluded by law, will allow the individual to keep the service animal with him or her in areas of the Company’s premises that are open to the public.  In the event that a service animal is otherwise excluded by law from the premises, Lotek will make every effort to provide the disabled individual with an alternative method of obtaining, using or benefiting from the Company’s goods or service.

Support Persons:
Lotek welcomes persons who support individuals with disabilities to accompany them in areas of the Company’s premises that are open to the public.  Lotek will ensure that disabled individuals have access to their support person while on the premises.

Consent from the person with a disability is required when communicating private information related to the person with a disability, in the presence of a support person.

Notice of Temporary Disruption:
Lotek will provide customers 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 explain the reason for the disruption, the anticipated duration and a description of alternative facilities or services, if available. This posting will be available where appropriate given the circumstances.

Training for Staff:
Lotek will provide accessibility training to all employees and others who deal with the public or third parties on our behalf and those involved in the development and approvals of customer service policies, practices and procedures.

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.  This training will also be provided to applicable staff as part of our new employee orientation.

Training will include:

  • An overview of the AODA and the Customer Service Standard;
  • An explanation of the policies and procedures, including this Accessible Customer Service Plan;
  • How to interact, communicate and assist people with disabilities, and, in particular, people with assistive devices, and those who require the assistance of a service animal or support person;
  • How to assist a person with a disability who is experiencing difficulty accessing the Company’s goods and services.

Billing:
Lotek is committed to providing accessible invoicing to all customers.  For this reason, invoices will be provided in alternate formats, whenever possible, upon request.

Feedback Process:
Our goal is to meet and exceed customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

All feedback should be directed to our Human Resources department by telephone at 905-836-6680 or mail to 115 Pony Drive, Newmarket, ON, L3Y 7B5. Feedback can also be provided using the Accessibility Feedback Form below.

Modifications to this policy:
We are committed to developing customer service policies that respect and promote the dignity and independence, integration and equality of opportunity of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.

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


ACCESSIBILITY FEEDBACK FORM

Lotek Wireless Inc. is committed to improving accessibility for individuals with disabilities.

We would like to hear your comments, questions or suggestions about the provision of our goods or services to individuals with disabilities.

Please tell us the date, time and location of your visit:

Did we respond to your customer service needs today?

Was our service provided to you in an accessible manner?
       

Did you experience any difficulties accessing our services?
Yes    Somewhat (please explain below)    No (please explain below)

Do you have any other comments to help us better serve individuals with disabilities?

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Thank you,
Lotek Wireless Inc.