Providing programs and services to people with disabilities
Commitment
Agricorp provides goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to offering customers with disabilities easy access to our premises as well as quality and timely access to programs, services and information.
Training
Agricorp employees are aware of the need to accommodate customers with disabilities and are familiar with policies and procedures to do so. To ensure that all customers can fully access Agricorp's programs and services, employees receive training on how to interact with people with various types of disabilities, including those who use an assistive device, who need alternate formats or communication supports, or who require the assistance of a service animal or support person.
The Accessibility for Ontarians with Disabilities customer service training is part of our new employee orientation curriculum. It is updated when changes are made to these policies, practices and procedures, and any changes are communicated to all employees.
Assistive devices
We are committed to serving customers with disabilities who use assistive devices. We ensure that our staff are trained and familiar with the various assistive devices that our customers may use.
Communication
We inform customers that they can request information in a format that is accessible to them. We communicate with people with disabilities in ways that take into account their disability and provide alternate formats and communication supports upon request.
We explore communication options with customers and provide needed information in a suitable alternate format, in a timely manner, and at no additional cost. This may include hard copies, electronic, large print or recorded versions. We work with individuals according to their needs. We also offer communication supports, such as reading a document for a customer or providing other suitable assistance.
Telephone services
We provide fully accessible telephone service to our customers. Contact centre staff are trained to use a TTY machine for the hearing impaired. Staff are also trained to communicate with all customers over the telephone in clear and plain language and to speak clearly and slowly. If telephone communication is not possible, we communicate with customers by mail or email, in person, or through an appropriate third party to meet the customer's communication needs.
Premises
All Agricorp premises are accessible.
Notice of temporary disruption
Agricorp will provide customers 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 service counters on our premises.
Use of service animals and support persons
Agricorp is accessible to people with disabilities who are accompanied by a service animal.
We also welcome people with disabilities who are accompanied by a support person. Since Agricorp often deals with sensitive personal and business information, the client's consent to discuss their business dealings with a support person is required before Agricorp can provide access to the client's information while on our premises.
When personal attendants or support persons are required for sign language interpretation or real-time captioners for Agricorp-sponsored meetings, consultants or events, Agricorp will pay travel expenses upon request, in accordance with government travel and hospitality guidelines.
Feedback process
Agricorp is committed to meeting customer expectations while serving customers with disabilities. We welcome any feedback about how we are meeting expectations. You can
contact us to provide feedback.
Feedback is reviewed by the Director, Program Delivery at Agricorp. Customers can expect a response within 5 business days from the date we get the feedback.
Complaints are addressed according to complaint categories already established in Agricorp's complaint management procedure. If you have concerns with this process, email .
Accessibility Plans and Policies and Status Report
The Integrated Accessibility Standards Regulations (IASR), under AODA, require that Agricorp establish and maintain an Accessibility Plans and Policies document outlining our approach to prevent and remove barriers for persons with disabilities. The Accessibility Status Report outlines our progress in meeting accessibility standards under the IASR.
