Accessibility Customer Service Plan/Policy
Providing Goods and Services to People with Disabilities.
(Reviewed September 1, 2020)
Multimatic Inc. and its affiliates (collectively, “Multimatic”) are committed to excellence in serving all customers, including those with disabilities. Multimatic adheres to the principles of dignity, independence, integration and equal opportunity in the provision of our goods and services to persons with disabilities.
Assistive devices: Customers with assistive devices will be welcomed onto Multimatic’s premises that are open to the public. If a customer is unable to use his/her assistive device on our premises, we will ensure that a suitable alternate means for obtaining our goods and services are provided.
Communication: We will communicate with people with disabilities in ways that take into account their disabilities.
Service animals: We welcome people with disabilities and their service animals. Service animals are allowed onto those parts of our premises that are open to the public, unless otherwise excluded by law. In the event a service animal is excluded by law, we will ensure that a suitable alternate means for obtaining our goods and services are provided.
Support persons: A person with a disability who is accompanied by a support person will be allowed to have that support person accompany them on our premises that are open to the public.
Notice of temporary disruption: In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Multimatic will notify customers promptly by placing a notice of temporary disruption in a conspicuous place or places on our premises. This notice will include the reason for the disruption, the anticipated duration and a description of alternate facilities or services available, if any.
Training for staff: Multimatic will provide training to staff who deal with the public or other third parties on their behalf or who are involved in developing policies regarding the provision of our goods and services.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Multimatic Accessible Customer Service Plan/Policy
- 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 equipment or devices on our premises may help with the provision of our goods and services to a person with a disability
- What to do if a person with a disability is having difficulty in accessing our goods and services
Applicable staff will also be trained when changes are made to our policies regarding accessibility. Multimatic will keep a record of who was trained, the nature of the training and the applicable dates.
Feedback process: Customers who wish to provide feedback on the way we provide our goods and services to people with disabilities can do so verbally or in writing. All feedback should be directed to Multimatic Human Resources at: Multimatic Inc., 8688 Woodbine Avenue, Suite 200, Markham, Ontario, Canada L3R 8B9, or by telephone at (905) 470-9149.
Feedback that is in the nature of a complaint should be addressed according to our regular complaint management procedures. Please contact Multimatic Human Resources verbally or in writing at: Multimatic Inc., 8688 Woodbine Avenue, Suite 200, Markham, Ontario, Canada L3R 8B9, or by telephone at (905) 470-9149 for further details.
Availability of Documents: Upon request, Multimatic will provide members of the public with a copy of this Plan/Policy and any other documents required by the Accessibility for Ontarians with Disabilities Act, 2005. The documents will be provided in a manner that considers the requesting individual’s disabilities, if applicable.
Notice of the availability of this Plan/Policy and the above-noted feedback process will be posted on the Multimatic Web Site and in the Reception areas of our premises that are open to the public.
Modifications to this or other Policies: Any Multimatic policies that do not respect and promote the dignity and independence of people with disabilities will be modified to do so.