Overview of Customer Service Standard
Italpasta strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our goods and services in a similar way as other customers.
Anyone who deals with customers or members of the public in person, by telephone, electronically, by mail, visually or orally is required to provide the service in a way that is accessible to the person upon request.
Italpasta will take all necessary measures to comply with the Customer Service Standard developed under the Accessibility for Ontarians with Disabilities Act by adhering to the following practices:
All communication with people with disabilities shall take into account their disability and preferred method of communication. All staff who communicate with customers shall be trained on how to interact and communicate with people with various types of disabilities.
Telephone service shall be fully accessible to our customers. Staff shall communicate with customers over the telephone in clear and plain language and speak clearly and slowly.
Communication by email shall be offered to customers if telephone communication is not suitable to their communication needs or is not available.
Italpasta is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. The Front Desk Coordinator and those who provide reception relief shall be trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
Italpasta is committed to providing accessible invoices to all of our customers who request it. Invoices shall be provided in large print on hard copy or e-mail. Any questions from customers about the content of the invoice shall be answered in person, by telephone or email taking into account specific disabilities.
Use of service animals and support persons
Italpasta is committed to welcoming people with disabilities who are accompanied by a service animal. Staff dealing with the public shall be trained in how to interact with people with disabilities who are accompanied by a service animal.
We are also committed to welcoming people with disabilities who are accompanied by a support person. Staff dealing with the public shall be trained in how to interact with people with disabilities who are accompanied by a service animal.
Notice of temporary disruption
Italpasta shall provide customers with notice in the event of a planned or unexpected disruption in any services used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative services, if available. The notice will be placed at the front desk entrances at all three locations.
Training for staff
Italpasta shall provide training to all employees who serve customers or are involved in the development and approval of customer service policies, practices and procedures. Staff members shall also be trained on an ongoing basis when changes are made to these policies, practices and procedures. Training shall include the following:
(a) The purposes of the Accessibility for Ontarians with Disabilities Act, and the requirements of the customer service standard
(b) How to interact and communicate with people with various types of disabilities
(c) How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
(d) How to use methods that may help with the provision of goods or services to people with disabilities, including how to use any available assistive devices.
(e) What to do if a person with a disability is having difficulty in accessing The Company’s goods and services
The ultimate goal of Italpasta is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met shall be welcomed. Feedback regarding the way Italpasta provides goods and services to people with disabilities can be made by:
(b) Verbally by telephone or in person
(c) Feedback form
Copies of all documents required under the Accessibility Standards for Customer Service, including these policies and procedures, shall be made available upon written request.
Overview of Employment Standard
Italpasta is committed to treating all people in a way that allows them to maintain their dignity and independence. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements how to accommodate individuals with disabilities throughout the job application process and the employment relationship.
Italpasta will take all necessary measures under the Employment Standard and the Integrated Standard Regulation developed under the Accessibility for Ontarians with Disabilities Act. The Employment Standard builds upon the existing requirements under the Ontario Human Rights Code in relation to:
Italpasta is committed to training staff on Ontario’s accessibility laws and on accessibility aspects of the Ontario Human Rights Code that apply to persons with disabilities. Training will be provided in a way that best suits the duties of employees and managers.
Information and communications
Italpasta is committed to meeting the communication needs of people with disabilities. When asked, we will provide information and communications materials in accessible formats or with communication supports. This includes publicly available information about our goods, services and facilities, as well as publicly available emergency and safety information.
Italpasta will consult with people with disabilities to determine their information and communication needs. We will ensure existing feedback processes are accessible to people with disabilities upon request. This does not apply to products and product labels.
Italpasta is committed to fair and accessible employment practices.
We will notify the public and staff that, when requested, we will accommodate disabilities during recruitment and assessment processes and when people are hired. If needed, we will create an individual accommodation plan and/or workplace emergency information for any employees who have a disability.
Our performance management, career development, redeployment, and return-to-work processes will take into account the accessibility needs of employees with disabilities.
Accessible formats of this document are available upon request.