Accessibility Standards Policy

“Disability means” any degree of physical disability, infirmity, malformation or disfigurement and without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree or paralysis, amputation, lack of physical coordination, visual impediment, hearing impediment, speech impediment, or physical reliance on a service animal, support person, a wheelchair or other remedial appliance or device. A condition of mental impairment or a developmental disability. A learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language.

IXACT Contact Solutions committed to strive at all times to provide our services in a way that respects the dignity and independence of people with disabilities.

Reasonable efforts will be made to ensure that:

  1. Persons with disabilities are provided the opportunity to obtain, use and benefit from IXACT Contact Solutions services.
  2. Communications with a person with a disability are conducted in a manner that takes the person’s disability into account.
  3. Persons with disabilities may use assistive devices, service animals and support persons as is necessary to access IXACT Contact Solutions services.

“Assistive devices” are any devices used by persons with disabilities to help with daily living and tasks such as auxiliary aids, communication aids, cognition aids, personal mobility aids and medical aids. Assistive devices include a range of products such as wheelchairs, walkers, white canes, crutches, oxygen tanks, hearing aids and other electronic communication devices.

“Service animal” is an animal that a person with a disability uses for support.

“Support persons” assist people with disabilities in a variety of ways, by aiding with communication such as a sign language interpreter or a personal support worker providing physical assistance.

The ultimate goal of IXACT Contact Solutions is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated. Feedback can be made verbally or by email. Upon receipt, the management, will investigate any complaints immediately and provide a response within seven (7) days.

A copy of this policy is available upon request by contacting the Human Resource Administrator and has also been posted on the employee notification board.
It is the responsibility of the employees and management to ensure that everyone follows the guidelines set out in the policy.

IXACT Contact Solutions will provide training to all employees who deal with the public and training will be tailored to suit each person’s interactions with the public.

Accessible Customer Service Plan
Providing Services to People with Disabilities

IXACT Contact Solutions is committed to excellence in serving all customers including people with disabilities.

We will communicate with people with disabilities in a way that takes the disability into account and respects the dignity and independence of people with disabilities.

We welcome people with disabilities and their service animals. Service animals are allowed on our premises. We will allow a support person to accompany a person with a disability on our premises. No fees are required to access our premises.

In the event of a planned or unexpected disruption to the services or facilities for people with disabilities IXACT Contact Solutions will notify the customers promptly. This includes the information provided on our website and the wheelchair accessible washrooms. This notice will be posted and include the reason for disruption, the anticipated length of the disruption and any alternative service, if available. This notice will be posted on our premises and/or on our website.

IXACT Contact Solutions will ensure our customer service representatives, sales associates and managers are trained and familiar with the policies, plans and procedures related to the provision of our services. They will be trained or familiar with assistive devices or facilities we have on site or that we provide online that may be used by customers with a disability while accessing our services. The training will be provided to new staff during their initial orientation and all staff will be trained when changes are made to our Accessibility Standard Policy and/or the Accessible Customer Service Plan.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005.
  • IXACT Contact Solutions plan related to customer service.
  • How to interact with people with disabilities who use assistive device or require assistance of a service animal or support person.
  • What facilities are available on-site, on our website or available by email for people with disabilities.
  • What to do if a person with a disability is having difficulty accessing our service.

Customers who wish to provide feedback on the way IXACT Contact Solutions provides its service to people with disabilities may email or call us directly. All feedback or complaints will be reviewed by Management and will respond to the customer within seven (7) days.

IXACT Contact Solutions will notify the public that our policy and customer service plan is available upon request by posting a notice on our website.