Accessible Customer Service Policy
RBK Software Limited (the “Company”) is committed to excellence in serving all customers including people with disabilities. The Company does so by removing and preventing barriers to accessibility and by meeting accessibility requirements under Ontario’s accessibility laws and obligations under the Ontario Human Rights Code (the “Code”).
The Company’s accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for persons with disabilities.
A. Assistive Devices
Persons with disabilities may use their personal assistive devices when accessing the Company’s goods, services or facilities.
In cases where an assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access the Company’s goods, services or facilities.
The Company will ensure that staff is trained and familiar with the various assistive devices that it offers to customers with disabilities while accessing the Company’s goods, services or facilities.
B. B. Communication
The Company will communicate with persons with disabilities in ways that take into account their disability. The Company will work with the person with a disability to determine what method of communication works for him or her.
C. Service Animals
The Company welcomes people with disabilities and their service animals. Service animals are permitted on the part of the Company’s premises which is open to the public. When the Company cannot easily identify whether an animal is a service animal, staff may ask the person to provide documentation from a regulated health professional which confirms the person’s need for the service animal for reasons relating to a disability. 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, the Company will ensure that a customer with a disability can access the Company’s goods, services or facilities by explaining why the animal is excluded and discussing with the customer another way of providing goods, services or facilities.
D. Support Persons
A person with a disability who is accompanied by a support person will be allowed to have the support person accompany him or her on the Company’s premises.
In certain cases, the Company may require a person with a disability to be accompanied by a support person for the health or safety reasons of the person with a disability or others on the premises.
E. Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, the Company 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 made publicly available on the website.
The Company will provide accessible customer service training to all employees and volunteers, any person involved in developing the Company’s policies, and any person who provides goods, services or facilities to customers on the Company’s behalf.
The training will encompass:
- the purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
- the Company’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 support person;
- how to use the equipment or devices available on-site or otherwise that may help to provide goods, services or facilities to people with disabilities; and
- what to do if a person with a disability is having difficulty accessing the Company’s goods, services or facilities.
Staff will be trained on accessible customer service when first hired and again if changes are made to this Policy.
The Company welcomes feedback.
Customers who wish to provide feedback on the way the Company provides goods, services or facilities to people with disabilities, can provide feedback in the following way(s):
By email to: firstname.lastname@example.org
The Company will make sure the feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
All feedback received will be reviewed within a reasonable time period and the Company will take all appropriate steps to address issues raised. All complaints will be processed in accordance with the Company’s complaints process.
The Company will notify the public that documents related to accessible customer service are available upon request by posting a notice in the following location(s)/way(s):
Receipt Bank website: www.receipt-bank.com
The Company will provide the notice in an accessible format or with communication support, on request. It will consult with the person making the request to determine the suitability of the format or communication support. It will also provide the accessible format in a timely manner and at no additional cost.
Any policies of the Company that do 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 Plan
A. Commitment to Accessibility
RBK Software Limited (the “Company”) is committed to ensuring equal access and participation for people with disabilities. The Company is committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.
The Company believe in integration, and is committed to meeting the needs of people with disabilities in a timely manner. It will do so by removing and preventing barriers to accessibility and by meeting the accessibility requirements under Ontario’s accessibility laws.
B. Application and Scope
This Policy is made pursuant to the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and the Integrated Accessibility Standards Regulation (“IAS Regulation”) of the AODA and addresses how the Company will achieve accessibility. This Policy and Multi-Year Accessibility Plan will be reviewed and updated as necessary at least every five years, and posted on the Company’s website.
For purposes of this Policy and Plan, “disability” is defined as follows:
- (i) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
- (ii) a condition of mental impairment or a developmental disability,
- (iii) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
- (iv) a mental disorder, or
- (v) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
C. Self-Service Kiosks
If the Company uses self-service kiosks, it will ensure that it incorporates accessibility features when designing, procuring or acquiring self-service kiosks. “Kiosk” means an interactive electronic terminal, including a point-of-sale device, intended for public use, that allows users to access one or more services and/or products.
The Company provides training to all its employees, volunteers, persons who participate in developing its policies and all other persons who provide goods, services or facilities on behalf of the Company. The training shall be:
- (a) on the requirements of the IAS Regulation and the Ontario Human Rights Code (the “Code”) as it relates to persons with disabilities;
- (b) appropriate to the duties of the employees, volunteers and other persons; and
- (c) provided as soon as practicable, on an ongoing basis and as necessary to comply with all statutory requirements.
The Company shall keep a record of the training provided, including the dates on which the training is provided and the number of individuals to whom it was provided.
E. Information and Communications Standards
Accessible Formats and Communication Supports
Upon request, and in accordance with the compliance schedule set out in the IAS Regulation, the Company will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner and at a cost that is not greater than the cost charged to other persons, if any. The Company will consult with the person making the request to determine the suitability of an accessible format or communication support and notify the public about the availability of these formats and supports.
FeedbackIn accordance with the requirements of the IAS Regulation, the Company ensures that its feedback processes are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communication supports, upon request. The company will notify the public of the availability of accessible formats and communication supports including by posting this information online. Further information about the Company’s feedback process is available at the end of this Policy.
Emergency InformationWhere the Company prepares emergency procedures, plans or public safety information and makes such information available to the public, it shall provide the information in an accessible format or with appropriate communication supports, as soon as practicable, upon request.
F. Employment Standards
the Company is committed to ensuring that its employment practices are in compliance with the AODA, IAS Regulation and the Code.
Accommodations for applicants (including existing employees) with disabilities are available in the Company’s recruitment processes.
The Company shall notify applicants when they are individually selected to participate in an assessment or selection process that accommodations, including Accessible Formats and Communication Supports, are available upon request in relation to the materials or processes to be used. If a selected applicant requests an accommodation, the Company will consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to a disability.
The Company shall notify successful applicants of the Company’s policies for accommodating employees with disabilities when making offers of employment.
The Company shall also notify employees of its policies which support employees with disabilities including, but not limited to, policies on the provision of job accommodations that take into account an employee’s accessibility needs due to a disability.
Accessible Formats & Communication Supports for Employees
Where an employee with a disability request it, the Company will consult with the employee to provide or arrange for the provision of accessible formats and communication supports for information that is (a) needed in order to perform the employee’s job and (b) generally available to employees in the workplace.
Documented Individual Accommodation Plans & Return-to-Work Process
In accordance with the requirements set out in the IAS Regulation, the Company shall continue to develop a process for the development of individual accommodation plans for employees with disabilities. The Company’s processes will include the following elements:
- the manner in which an employee requesting accommodation can participate in the development of the individual accommodation plan;
- the means by which the employee is assessed on an individual basis;
- the manner in which the Company may request an evaluation by an outside medical or other expert to assist with determining if accommodation can be achieved and if so, how to achieve accommodation
- the manner in which the employee can request the participation of a representative from the workplace in the accommodation process;
- the steps taken to protect the privacy of the employee’s personal information;
- the frequency with which the individual accommodation plan will be reviewed and updated and the manner in which it will be done;
- if an individual accommodation plan is denied, the manner in which the reasons for the denial are to be provided to the employee; and
- the means of providing the accommodation plan in a format that takes into account the employee’s accessibility needs.
Individual accommodation plans shall, if requested, include any information regarding accessible formats and communication supports provided, individualized workplace emergency response information, and any other accommodation that is to be provided.
The Company has documented return-to-work processes for employees who have been absent from work due to a disability and require disability-related accommodation in order to return to work. Building on that foundation, the Company will ensure that those processes clearly outline the steps that the Company will take to facilitate the return to work process amongst other requirements that facilitate that process. The Company’s return to work processes will include individualized accommodation plans.
Performance Management, Career Development and Advancement, Redeployment
The Company shall take into account the accessibility needs and/or individual accommodation plans of employees when using performance management processes, providing career development and advancement, and redeployment.
Workplace Emergency Response Information
The Company provides individualized workplace emergency response information to employees who have a disability if the disability is such that the individualized information is necessary and the employer is aware of the need for accommodation. The Company provides this information as soon as practicable after becoming aware of the need for accommodation.
If an employee who receives individualized workplace emergency response information requires assistance, and provided that the employee’s consent is obtained, the Company will provide the workplace emergency response information to the person designated by the employer to provide assistance to the employee.
The Company reviews the individualized workplace emergency response information in the following circumstances: when the employee moves to a different location in the organization, when overall accommodation needs or plans are reviewed, and when it reviews its general emergency response policies.
G. Accessibility Standards for the Company’s Facilities
The Company is committed to designing its facilities free from barriers and accessible to all persons it serves. The Company will comply with the Design of Public Spaces Standards with respect to public spaces that are newly constructed or redeveloped in accordance with the requirements of the IAS Regulation.
- Accessible Customer Service Policy
- Accessibility for Ontarians with Disabilities Act, 2005
- Regulation 191/11 made under the Accessibility for Ontarians with Disabilities Act, 2005 (Integrated Accessibility Standards)
Upon request, all of the Company’s policies can be made available in an accessible format. In addition, it can provide or arrange to provide communication supports as necessary.
J. Feedback and Questions?
If you have any questions about this Policy or the Company’s accessibility initiatives, please let us know. Feedback on this Policy and the company’s accessibility measures is welcomed. Feedback can be provided through various means and in various forms. If you have questions, concerns or comments, please contact:
All feedback received will be reviewed within a reasonable time period and the Company will take all appropriate steps to address any issues raised. All complaints will be processed in accordance with the Company’ complaints process.