Privacy Policy & Customer Service

POLICY: Customer Service (AODA)

Effective Date: January 01, 2012

Most Recent Revision: August 9th 2016

SCOPE

This policy applies to all employees.

POLICY

Independent Energy Services Co. Ltd. is committed to excellence in serving all customers including people with disabilities.

PROCEDURE

Independent Energy Services Co. Ltd  has an expectation of providing exceptional customer service to all current and potential customers from each and every employee.

Assistive Devices

We will ensure that our employees are familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services. We will offer assistive measures that enable a person with a disability to access our goods and services whenever possible. 

Communication

We will communicate with people with disabilities in ways that take into account their disability. This will include quotes or invoicing, pricing in larger formats of print or person to person in home visits when required.

 

Service Animals

We welcome people with disabilities and their service animals. Service animals are allowed on all parts of our premises that are open to the public, except where prohibited by law.

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.

Notice of Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Independent Energy Services Co. Ltd will notify customers promptly. The clearly posted notice will include information about the reason for disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be posted at the main entrance doors so it is easily located, as well as on the company website Event Calendar.

Training for Staff

Independent Energy Services Co. Ltd  will provide on-going training to employees, volunteers and others who deal with the public on their behalf. 

Training will be provided in orientation, training sessions/lunch box meetings and / or during Health and Safety meetings for all staff. Staff will also be trained when changes are made to the plan and will be provided with refresher training annually.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • 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 assistive devices available
  • What to do if a person with a disability is having difficulty in accessing Independent Energy's  goods and services.

Training records will be kept indicating the number of employees trained and the date training was provided.

Independent Energy is committed to continued policy development to ensure for regular updates.

Individuals with disabilities who apply for employment at Independent Energy will be entitled to equal employment opportunities.

Feedback Process

We encourage our customers and members of the public who wish to provide any feedback to Independent Energy Service Co. Ltd. on this policy to contact the office by phone at 705-897-3334 ext 103 or by email This e-mail address is being protected from spam bots, you need JavaScript enabled to view it .  Feedback forms are also available at our office for completion and may be dropped off at the reception area.

All feedback will be directed to Jody Villeneuve, Independent Energy Services Co. Ltd Office Manager. Customers can expect to hear back in two to five (2-5) regular business days.

Any feedback provided will be kept on file by the Human Resources Representative.