Accessible Customer Service Plan Providing Goods and Services to People with Disabilities
Market Connections is committed to excellence in serving all clients including persons with disabilities.
Market Connections will make best efforts to satisfy the needs of persons with disabilities using appropriate methods.
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 permitted on 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, providing the support person presents proof of their legal authority to act as the client’s agent.
Market Connections will provide training to all its employees, volunteers and others who deal with the public or other third parties on our behalf. This training will be provided to staff within the first month of being hired. Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of customer service standards.
- Orientation on how to interact and communicate with people with various types of disabilities, and those who use an assistive device or require the assistance of a service animal or a support person.
- Instruction on what to do if a person with a disability is having difficulty in accessing Market Connections goods and services. Staff will also be trained when changes are made or new policies and procedures are put in place.
Customers who wish to provide feedback on the way Market Connections provides goods and services to people with disabilities can email firstname.lastname@example.org or call our office directly at 1-888-659-4755 and speak to the Client Service Manager. All feedback, including complaints, will be addressed by email or phone depending on the method the feedback was received.
Customers can expect to receive a response within two business days. Any policy of Market Connections that does not adhere to, respect and/or promote the dignity and independence of people with disabilities will be modified or removed.