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Client Services Policy Statement: Providing Services to People with Disabilities

Our Mission

Adlib provides a full range of software development services to businesses and individuals. Our mission is to understand our customer’s needs and concerns and to find the right solution quickly and cost effectively. We view our role as trusted advisors to our customers.

Our Commitment

In fulfilling our mission, Adlib strives at all times to provide our products 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 services and allowing them to benefit from the same services, in the same place and in a similar way as other clients.

Providing Goods and Services to People with Disabilities

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

Communication

We will communicate with people with disabilities in ways that take into account their disability.

We will train employees who communicate with clients on how to interact and communicate with people with various types of disabilities.

Telephone Services

We are committed to providing fully accessible telephone service to our clients. We will train employees to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly. 

We will offer to communicate with clients by email if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our services.

Billing

We are committed to providing accessible invoices to all of our clients. For this reason, invoices will be provided in the following formats upon request: hard copy, large print or email PDF.

We will answer any questions clients may have about the content of the invoice in person, by telephone or email. 

Use of Service Animals

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties or such other areas as may be necessary depending upon the circumstances. We will also ensure that all employees dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

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 Adlib’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

Adlib will provide clients with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

The notice will be placed at all public entrances and our reception on our premises, and will also be posted on our website, whenever practicable.

Our landlord will also be posting on the building doors when the elevators are not accessible and inform us as soon as they can.

Training for Employees

Adlib will provide training to all employees who deal with the public or other third parties on its behalf, and all those who are involved in the development and approval of customer service policies, practices and procedures. Individuals in the following business areas will be trained: Sales, Services, Customer Success, Administration, Management and all full or part time employees. This training will be provided as part of the employee orientation program and be completed within three months of an employee's commencement of duties. Records will be maintained of all training provided, including the dates of the training and the names of the people trained.

Training will include the following:

  • The purposes of AODA and the requirements of the customer service standard.
  • Is to know 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.
  • What to do if a person with a disability is having difficulty in accessing Adlib’s products and services.
  • Adlib's policies, practices and procedures relating to the customer service standard.

Applicable employees will be trained on policies, practices and procedures that affect the way services are provided to people with disabilities. All members of the company will receive our policies and procedures guidelines. Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback Process

The ultimate goal of Adlib is to meet and surpass client expectations while serving clients with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way Adlib provides services to people with disabilities can be made by email, by fax, on disk, online, in writing or verbally. Our Feedback Process will be available on our website. All feedback can be directed to Kathryn Wash, Director, Human Resources. Clients can expect to hear back in 5 business days, whenever practicable. 

Customer Service Feedback Form

Modifications to This or Other Policies

We are committed to developing client service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.

Questions about This Policy

This policy exists to ensure accessible service excellence to clients with disabilities. If anyone has a question about the policy, enquiries should be referred to, Human Resources, (905) 631-2875 or hr@adlibsoftware.com.