Accessibility for Ontarians with Disabilities Act (AODA)
Adecco is committed to diversity and accessibility in keeping with its core values of ‘Customer Service’ and ‘Responsibility’. With these values in mind, this Policy sets out Adecco’s customer service standards as they relates to people with disabilities.
Customer Service - Operating Procedures
Communicating with Customers with Disabilities
When communicating with a customer with a disability, Adecco will do so in a manner that takes in to account the customer’s disability. This may mean, for example, providing information in an alternate format such as large print, or it may mean sending an electronic copy of a document that can be read with a screen reader.
Providing Goods and Services to Customers with Disabilities
Adecco strives to ensure that:
- Adecco’s goods and services are provided in a manner that respects the dignity and independence of customers with disabilities;
- Providing adecco’s goods and services to customers with disabilities are integrated with those provided to customers who do not have disabilities wherever possible and practical given any situation.
- Customers with disabilities are given an opportunity equal to that of customers without disabilities to obtain, use or benefit from adecco’s goods and services wherever possible.
A customer with a disability may provide their own assistive device for the purpose of obtaining, using and benefiting from Adecco’s goods and services or Adecco may offer other measures to assist in doing so where Adecco has such other measures available.
It is the responsibility of the customer with disability to ensure that his or her assistive device is operated in a safe and controlled manner at all times.
Customers with a disability may enter premises operated by Adecco where it provides goods and services accompanied by a service animal and may keep the service animal with them if the public has access to such premises and the service animal is not otherwise excluded by law. If a service animal is excluded by law, Adecco will use reasonable efforts to ensure that alternate means are available to enable the customer with a disability to obtain, use or benefit from Adecco’s goods and services.
If it is not readily apparent that the animal is a service animal, Adecco may ask the customer with a disability for a letter from a physician or nurse confirming that the customer requires the service animal for reasons relating to his or her disability.
Customers with a disability may enter premises operated by Adecco where it provides goods and services with a support person and have access to their support person while on the premises.
At times, Adecco may require that a customer with a disability be accompanied by a support person while on their premises, where it is deemed necessary to protect the health and safety of the customer with a disability or the health and safety of others on the premises. Fees are not charged for the attendance of a support person.
Notice of Temporary Disruptions in Services and Facilities
Adecco is aware that the operation of certain services and facilities is important to customers with disabilities. However, temporary disruptions in services and facilities may occur due to reasons that may or may not be within Adecco’s control or knowledge.
Adecco will make reasonable effort to provide notice of the disruption to the public, including information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if any, that may be available. Adecco will make reasonable effort to provide prior notice of planned disruptions, recognizing that in some circumstances such as in the situation of an unplanned temporary disruption, advance notice will not be possible. In such cases, Adecco will provide notice as soon as possible.
When temporary disruptions occur to Adecco’s services and/or facilities used by customers with disabilities, Adecco will provide notice by posting the information in visible places, or on Adecco’s website, or by any other method that may be reasonable under the circumstances, as soon as possible.
Adecco will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Service (Ontario Regulation 429/07)
This content of the training will include, but is not restricted to the following:
- A review of the purpose of the aoda;
- A review of the requirements of the accessibility standards for customer service (ontario regulation 429/07)
- How to interact and communicate with customers who have various types of disabilities;
- How to interact with customers with disabilities who required the assistance of assistive devices, service animals, or support persons;
- How to use assistive devices or equipment provided by adecco that may help customers with disabilities to access adecco’s goods and services;
- What to do if a customer with a disability is having difficulty accessing adecco’s goods and services; and
- Instruction on adecco’s policies, procedures and practices pertaining to the provision of goods and services to customers with disabilities
Availability of Documents and Information and Communication in Accessible Formats
All information and documents normally made available to customers will be available in alternate formats upon request.
Adecco is committed to providing high quality goods and services to all members of the public it serves. Feedback from the public is welcome 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 customers with disabilities may be given by telephone by calling Nicolette Mueller at 416.646.3322 or by emailing firstname.lastname@example.org. Adecco will investigate and respond to any complaints in a timely manner.