Accessible Customer Service Policy
Nortak Software is committed to maintaining an accessible organisation for people with disabilities whether they work for Nortak, do business with Nortak, or are members of the public.
We make reasonable efforts to provide our goods and services to people with disabilities consistent with the following principles laid out in the customer service standard. These principles are:
- Dignity – We respect the dignity of a person with a disability are those that treat them as customers and clients who are as valued and as deserving of effective and full service as any other customer. We do not treat people with disabilities as an afterthought or force them to accept lesser service, quality or convenience. Service delivery needs to take into account how people with disabilities can effectively access and use services and show respect for these methods.
- Independence – In some instances, independence means freedom from control or influence of others – freedom to make your own choices. In other situations, it may mean the freedom to do things in your own way. People who may move or speak more slowly should not be denied an opportunity to participate in a program or service because of this factor. A staff person should not hurry them or take over a task for them if they prefer to do it themselves in their own way.
- Integration (except when alternate measures are necessary to meet the needs of people with disabilities) – Integrated services are those that allow people with disabilities to fully benefit from the same services, in the same place and in the same or similar way as other customers. Integration means that policies, practices and procedures are designed to be accessible to everyone including people with disabilities. Sometimes integration does not serve the needs of all people with disabilities. In these cases it is necessary to use alternate measures to provide goods or services. Alternate measures are ways of serving people with disabilities that are not completely integrated into the regular business activities of the organization. It might be that goods or services are provided to people with disabilities in a different place or in a different way than other customers. For example, using TTYs or e-mail to communicate with customers who are Deaf or have speech impairments is one way of offering phone services to them. Alternative measures, rather than integration, might be necessary because the person with a disability requires it or because you cannot provide another option at the time. If you are unable to remove a barrier to accessibility, you need to consider what else can be done to provide services to people with disabilities.
- Equal Opportunity – Equal opportunity means having the same chances, options, benefits and results as others. In the case of services it means that people with disabilities have the same opportunity to benefit from the way you provide goods or services as others. They should not have to make significantly more effort to access or obtain service. They should also not have to accept lesser quality or more inconvenience. Sometimes this may mean that you have to treat individuals slightly differently so that they can benefit fully from your services. Equal opportunity can best be reached by taking steps to ensure that individual needs are taken into account when providing goods or services. Individuals do not have equal opportunity if they cannot have full benefit from your goods or services because of barriers to their access or participation. Sometimes the principles need to be balanced in order to achieve the outcome that meets the needs of the person with a disability.
Where to find more information
Accessibility Standards for customer Service (Ontario Regulation 429/07)
Integrated Accessibility Standards (Ontario Regulation 191-11)
Our administration and management staff as well as our employees who interact with our customers will be trained in how to provide accessible customer service and on the requirements of our accessibility policies.
Our Accessibility Policies
Information and Communication
When communicating or providing information or services to a person with a disability, we will do so in a manner that takes the person's disability into account.
Accessible Formats and Communications Supports
If a person with a disability needs an accessible format, or help to communicate with us, we will work with the person to provide the format or support that will meet their needs — at no additional cost to them.
If we are not able to meet the person's particular requirement in a reasonable timeframe, we will inform them and will work with them to determine an alternate method or will provide a summary of the information.
Accessible Websites and Web Content
Our Internet websites and web content controlled by Nortak Software will conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0.
Feedback can be provided to Nortak in person, by telephone, in writing, or by email.
Any service disruptions will be notified to the public.
People with disabilities may use their own personal assistive devices. Where such assistive devices are available in our building, our staff has been trained on how to use them.
Service animals are welcome in all parts of our premises that are open to the public except where excluded by law such as in food preparation areas.
People with disabilities may be accompanied by their disability-related support person while using our services. In situations where confidential matters will be discussed, the support person may be asked to sign a confidentiality agreement or the role of the support person may need to be agreed to in advance of the meeting.
There are no admission fees charged at Nortak and therefore support persons will not be charged.
If you have any questions, concerns or requests please contact us.