Accessibility Customer Service Policy

Precise ͵͵ Inc. (“Precise ͵͵”) strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

Precise ͵͵ uses reasonable efforts to ensure that its policies, practices and procedures are consistent with the following four principles:

  • Dignity

  • Independence

  • Integration

  • Equal opportunity

Precise ͵͵ is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

Assistive devices

We are committed to serving people who need assistive devices to obtain, use or benefit from our goods and services. We will ensure that our employees are trained and familiar with various assistive devices we have on site or that may be used by customers with disabilities while accessing our goods, services or facilities.

Communication

We will communicate with people with disabilities in ways that take into account their disability. This may include the following:

  • In person

  • Over the telephone

  • Via email

We will work with the person with a disability to determine what method of communication works for them.

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 and other organizations. We will also ensure that all employees, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

A regulated health professional is defined as a member of one of the following colleges:

  • College of Audiologists and Speech-Language Pathologists of Ontario

  • College of Chiropractors of Ontario

  • College of Nurses of Ontario

  • College of Occupational Therapists of Ontario

  • College of Optometrists of Ontario

  • College of Physicians and Surgeons of Ontario

  • College of Physiotherapists of Ontario

  • College of Psychologists of Ontario

  • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:

  • explain why the animal is excluded

  • discuss with the customer another way of providing goods, services or facilities

Support persons

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Precise ͵͵’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Precise ͵͵ 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.

The notice will be placed at the entrances of our building.

Training

Precise ͵͵ will provide training to employees, volunteers and others who deal with the public or other organizations on their behalf and all those involved in the development and approvals of customer service policies, practices and procedures. Individuals in the following positions will be trained:

  • all employees and volunteers

  • anyone involved in developing our policies

  • anyone who provides goods, services or facilities to customers on our behalf. 

This training will be provided to employees as soon as practicable after being hired. Training will include:

  • purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

  • Precise ͵͵’s policies 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, e.g. TTY, wheelchair lifts, etc., available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities.

  • what to do if a person with a disability is having difficulty in accessing Precise ͵͵ Inc’s goods, services or facilities

Employees will also be trained when changes are made to our accessible customer service plan.

Feedback process

Precise ͵͵ welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Customers will be notified of how to provide feedback in the following ways: in person, by telephone, in writing or by e-mail.

Customers who wish to provide feedback on the way Precise ͵͵ provides goods, services or facilities to people with disabilities can provide feedback in the following ways: in person, by telephone, in writing or by e-mail.

Precise ͵͵ will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Notice of availability of documents

Precise ͵͵ will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following way: Company website

Precise ͵͵ will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

Modifications to this or other policies 

Any policies of Precise ͵͵ that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

Questions about this policy 

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to the Resource Department at Precise ͵͵.

Click here to view Precise ͵͵’s Multi-Year Accessibility Plan

Updated January 23, 2024