Accessibility and customer service plan and policy for Ontarians with Disabilities Act.
Geotab is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. 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 under the Accessibility for Ontarians with Disabilities Act.
Accessible Emergency Information
Geotab is committed to providing our customers and clients with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response procedures to accommodate their disability.
Geotab will provide training to employees on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties and job responsibilities of the employees.
We will take steps to ensure employees are provided with the training needed to meet Ontario’s accessible laws by February 10, 2016.
Information and Communication
Geotab is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication requirements and adapt our communication methods to accommodate their need. We will ensure that all websites and content conform with WCAG 2.0, Level AA by January 1, 2021.
Geotab will make every effort to ensure existing feedback processes are accessible to people with disabilities upon request by January 1, 2016.
We will take necessary steps to notify the public and employees that Geotab is committed to fair and accessible employment practices. We will accommodate people with disabilities during the recruitment and assessment processes and when people are hired. We will take steps to develop and put in place a process for developing individual accommodation plans and return to work policies for employees that have been absent due to a disability. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes.
Design of Public Spaces
Geotab will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Public spaces include but are not limited to ramps, stairs and waiting areas.
Accessible customer service
Geotab is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.
Geotab is committed to complying with both the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act and is committed to excellence in serving all customers including people with disabilities.
Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.
An assistive Device is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank, that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.
We will communicate with people with disabilities in ways that take into account their disability. We will work with the person with a disability to determine what method of communication works for them.
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:
1. Explain why the animal is excluded; and
2. Discuss with the customer another way of providing goods, services or facilities
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
In certain cases, Geotab might require a person with a disability to be accompanied by a support person for the health or safety reasons of the person with a disability or others on the premises.
Before making a decision, Geotab will:
1. Consult with the person with a disability to understand their needs;
2. Consider health or safety reasons based on available evidence;
3. Determine if there is no other reasonable way to protect the health or safety of the person or others on the premises
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Geotab will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
The notice will be made publicly available in the following ways:
1. On our website
2. In our main line voicemail
3. Sign posted on our office
Geotab will provide accessible customer service training to:
1. All employees and volunteers
2. Anyone involved in developing our policies
3. Anyone who provides goods, services or facilities to customers on our behalf.
Staff will be trained on accessible customer service within 30 days after being hired.
Training will include:
1. Purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
2. Geotab’s policies related to the customer service standard
3. How to interact and communicate with people with various types of disabilities
4. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
5. How to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities
6. What to do if a person with a disability is having difficulty in accessing Geotab’s goods, services or facilities
7. Staff will also be trained when changes are made to our accessible customer service policies
Geotab welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.
Customers will be notified of how to provide feedback in the following ways:
1. On our website
2. In person
Customers who wish to provide feedback on the way Geotab provides goods, services or facilities to people with disabilities can provide feedback in the following way(s):
1. An email to Head Office or firstname.lastname@example.org
2. Informing us in person at our office location
3. Calling our Head Office at 416.434.4309
All feedback, including complaints, will be handled in the following manner:
1. Feedback will be directed to the Human Resources Department
Customers can expect to hear back within five business days.
Geotab will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
Notice of availability of documents
Geotab will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following location(s)/way(s):
1. At reception
2. On our website
Geotab will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
Modifications to this or other policies
Any policies of Geotab that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.