Clifford Masonry Limited and Clifford Restoration Limited (Clifford) are committed to excellence in serving all customers, including people with disabilities.
ASSISTIVE DEVICES
We will ensure that our staff is 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.
COMMUNICATION
We will communicate with people with disabilities in ways that take into account their disabilities.
SERVICE ANIMALS
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.
SUPPORT PERSONS
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.
We will notify customers of this by posting a notice at the reception desk.
NOTICE OF TEMPORARY DISRUPTION
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, a notice posted at the reception desk will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
TRAINING
Clifford will provide accessible customer service training to employees, volunteers and others who deal with the public, as well we require other third parties to be trained prior to work 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: Direct hires, labourers, bricklayers, carpenters, restoration mechanics, office staff, and non-unionized hourly workers. Staff will be trained on Accessible Customer Service within seven working days after being hired.
Clifford Masonry Limited and Clifford Restoration Limited (Clifford) are committed to excellence in serving all customers, including people with disabilities.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Clifford’s plan 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 equipment or devices available on-site otherwise that may help with providing goods or services to people with disabilities. These include computers, typewriter, pen and paper, or cellular devices.
- What to do if a person with a disability is having difficulty in accessing Clifford’s goods and services Staff will also be trained when changes are made to our accessible customer service plan.
FEEDBACK PROCESS
Customers who wish to provide feedback on the way Clifford provides goods and services to people with disabilities can provide feedback in the following ways:
- Letterform
- Verbal form
- Approach reception
- Email: info@cliffordrestoration.com
- The company website
All feedback, including complaints, will be handled in the following manner: top management will review the feedback and direct response to those who have asked for a reply at their return address. Customers can expect to hear back in 10 days.
NOTICE OF AVAILABILITY
Clifford will notify the public that our documents related to accessible customer service are available upon request by posting a notice at the reception desk.
MODIFICATIONS TO THIS OR OTHER POLICIES
Any policy, practice or procedure of Clifford that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
ACCESSIBILITY POLICY AND MULTI- YEAR ACCESSIBILITY PLAN
This accessibility plan outlines the policies and actions that Clifford Masonry Limited and Clifford Restoration Limited (Clifford) will put into place to improve opportunities for people with disabilities.
STATEMENT OF COMMITMENT
Clifford is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.
ACCESSIBLE EMERGENCY INFORMATION
Clifford is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.
TRAINING
Clifford will provide training to employees, volunteers, and other staff members on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers, and other staff members. Clifford will take the following steps to ensure employees are provided with the training needed to meet Ontario’s accessible laws.
• Determine the applicable AODA needs
• Train employees within seven days of hire
INFORMATION AND COMMUNICATION
Clifford is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs. Clifford will take the following steps to make our website and content on the next major upgrade conform to WCAG 2.0, Level A:
• Determine requirements of WCAG 2.0, Level A
• Incorporate into the updated website
Clifford will take the following steps to make sure all publicly available information is made accessible upon request.
• Upon request, we will determine the best way to remove barriers that are specified by the person with a disability
• Take the necessary steps to remove the barriers.
Clifford will take the following steps to make all websites and content conform to WCAG 2.0, Level AA.
• Determine the requirements of WCAG 2.0, Level AA
• Incorporate them into the upgraded website
EMPLOYMENT
Clifford is committed to fair and accessible employment practices. We will take the following steps to notify the public and staff that, when requested, Clifford will accommodate people with disabilities during the recruitment and assessment process and when people are hired.
• Statement in job offer advertisement
• Statement in a verbal job offer
Clifford will take the following steps to develop and put into place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability.
• Web research
• Dialogue with employees with disabilities
We will take the following steps to ensure the accessibility need of employees with disabilities are taken into account if Clifford is using performance management, career development and redeployment processes.
• Web research
• Dialogue with employees with disabilities
Clifford will take the following steps to prevent and remove other accessibility barriers identified.
• Change or modify policies, procedures, or work locations
• Dialogue with affected employees
DESIGN OF PUBLIC SPACES
Clifford will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Public spaces include:
• Outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas
• Accessible off-street parking
• Service-related elements like service counters and waiting areas
Clifford will put the following procedures in place to prevent service disruptions to the accessible parts of its public spaces. In the event of a service disruption, we will notify the public of the service disruption and alternatives available.
For more information on this accessibility plan, please contact Rick Van Ihinger at: Phone: 416 691-2341
Email: rick@cliffordrestoration.com
Accessible formats of this document are available free upon request from:
• Any office employee of Clifford
• Website
• Telephone request