Accessible Customer Service Policy
ACCESSIBLE CUSTOMER SERVICE POLICY
Planet Paper Box Group Inc. is committed to excellence in serving all customers including people with disabilities.
We are committed to providing accessible customer service to all customers. We will provide goods and services also to people with disabilities with the same high quality and timeliness as others.
We will ensure that our staffs are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.
∙ Assistive devices offered at Planet Paper Box Group Inc.
. Magnifying glass- Provided at front reception desk. Available if person has vision loss to make print/images larger
. Telephone- Avenue of communication. For example, can be used if a person with disability cannot physically make it in to see you or to use The Bell Relay Service (phone# 1-800-855-0511) . Email- Avenue of communication. For example, if a person has a vision disability you can increase the font size.
. Laptop- Available to a person with a disability upon request before meeting with you (may use it to help communicate with you if they have a disability).
. Whiteboard – Available to a person with disability upon request before meeting with you (may use it to help communicate with you if they have a disability)
∙ Planet’s Building Accessibility:
. Wheel chair assessable ramp outside reception doors
. Doorbell at outer front reception door to notify reception that a guest has arrived. Which if the guest has a disability, reception will assist guest with entry into the building and inform Planet employee that guest has arrived.
. Boardroom availability on ground floor.
. Washroom facility available at ground floor, at the east and west end of the hallway.
We will communicate with people with disabilities in ways that take into account their disability.
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.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
- Fees will not be charged for support persons
Planet Paper Box Group Inc. is committed to keep the recruitment, retention and development of talent equitable and barrier-free including people with disabilities. Planet Paper Box Group Inc. will ensure that job applicants are notified when they are individually selected to participate in the assessment or selection process and that accommodation for disabilities are made available upon request. Planet Paper Box Group Inc. will consult with individuals who request accommodations and will provide for appropriate accommodations. When presenting offers of employment, Planet Paper Box Group Inc. will notify the successful applicant of its policies for accommodating employees with disabilities.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities which include magnifying glass, telephone, email, laptop, whiteboard and building accessibility area, Planet Paper Box Group Inc. will notify customers promptly. There will also be a clearly posted notice and 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 placed at the main reception entrance door.
Planet Paper Box Group Inc. will provide 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. Individuals in the following positions will be trained:
. All management
. All administrative employees
. All Sales personnel
. All Shippers and Receivers
This training will be provided to existing staff and to new employees during their New Employee Orientation. Training will include:
. An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
. Planet’s policy 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 the magnifying glass, telephone, email, laptop, whiteboard, building accessibility area that may help with providing goods or services to people with disabilities.
. What to do if a person with a disability is having difficulty in accessing Planet Paper’s goods and services
Staff will also be trained when changes are made to your accessible customer service plan.
Design of Public Spaces
Planet Paper Box Group Inc. will meet accessibility laws when building or making major changes to public spaces.
Customers who wish to provide feedback, including complaints, on the way Planet Paper Box provides goods services or facilities to people with disabilities can e-mail or verbally contact HR. HR contact information will be posted at the Visitor sign-in binder.
Planet Paper Box Group Inc. will ensure that feedback process are made available to persons with disabilities, in an appropriate, accessible format or communication support, upon their request, and that are notified of the availability of such an option.
If a complaint is received: Responsible person at Planet will investigate the complaint and action will be taken accordingly. Further action may include re-vision of policy/procedures and re-training of employees. If required, the complaint will be brought to senior management for disposition.
Customers can expect to hear back within 10 business days.
Customers who have difficulty in accessing our goods and services
Planet Paper Box Group Inc. is flexible and open to suggestions to create a good customer experience. We will begin by asking our customer how we can help them access our goods and services. Solutions will be developed in ways that take into account their disability.
Notice of availability
Planet Paper Box Group Inc. will notify the public that our policies are available upon request by posting a notice at the front reception desk as part of our Visitor Safety Policy.
Modifications to this or other policies
Any policy of Planet Paper Box Group Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.