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BY-LAW 2009-59 PDF File

This by-law is available as a PDF file. View or download: PDF FileBy-law 2009-59 (290K PDF file)


BY-LAW NUMBER 2009-59

 

 

THE CORPORATION OF THE TOWNSHIP OF RIDEAU LAKES

 

BEING a By-Law to adopt a Policy Statement for Accessibility Customer Service for the Township of Rideau Lakes.

 

WHEREAS the Township of Rideau Lakes strives at all times to provide its goods and services in a way that respects the dignity and independence of all people;

 

AND WHEREAS the Township of Rideau Lakes is also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers;

 

NOW THEREFORE the Council of The Corporation of the Township of Rideau Lakes enacts as follows:

 

1.            That the following Policy Statement as noted herein, be approved and adopted.

 

 

Read a first and second time this 4th day of August 2009.

 

 

 

_________________________                            _________________________

Ronald E. Holman                                                   Dianna G. Bresee

Mayor                                                                         Clerk

 

 

Read a third time and finally passed this 4th day of August 2009.

 

 

 

_________________________                            _________________________

Ronald E. Holman                                                   Dianna G. Bresee

Mayor                                                                         Clerk

 

 

 


 

POLICY STATEMENT

 

The Township of Rideau Lakes strives at all times to provide its goods and services in a way that respects the dignity and independence of all people. The Township of Rideau Lakes is also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

 

*Exclusion - This Accessibility Customer Service Policy shall not apply during any period where the Mayor, or the Mayor’s designate has declared a “State of Emergency” as defined under the Emergency Management Act.

 

 

PROCEDURE

 

The Township of Rideau Lakes will provide goods and services to people with disabilities, with particular consideration to the following areas:

 

1.            Communication

 

The Township of Rideau Lakes will communicate with people with disabilities in ways that take into account their disability.  Staff who communicates with customers will be trained on how to interact and communicate with people with various types of disabilities.

 

The Township of Rideau Lakes is committed to providing fully accessible telephone service to our customers. Staff will be trained to communicate with customers over the telephone in clear and plain language, to speak clearly and slowly and to tailor their responses as much as possible in support of the individual.

 

The Township of Rideau Lakes will offer to communicate with customers by other means, including e-mail, if telephone communication is not suitable to their communication needs or is not available.

 


 

2.            Assistive Devices

 

The Township of Rideau Lakes is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. Staff will be trained and become familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.  The Township of Rideau Lakes will also ensure that staff knows how to use the assistive devices which are available on our premises, including electronic door openers.

 

 

3.            Correspondence, invoices and other documentation

 

The Township of Rideau Lakes is committed to providing accessible information to all of our customers.

 

For this reason, correspondence, invoices and other documentation will be provided in large print or by e-mail, upon request.

 

The Township of Rideau Lakes may provide a document, or information contained in a document, in a format that takes into account the person’s disability. The Township of Rideau Lakes and the person with a disability may agree upon the format to be used for the document or information.

 

Any questions customers may have about the content of a document will be answered in person, by telephone or e-mail.

 

 


4.            Use of Service Animals and Support Persons

 

Service Animals

 

The Township of Rideau Lakes is committed to welcoming people with disabilities who are accompanied by a service animal, in the areas of our premises that are open to the public and other third parties. All staff, volunteers and others dealing with the public will be properly trained in how to interact with people with disabilities who are accompanied by a service animal.

 

An animal is a service animal for a person with a disability:

i)     If it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or

ii)    If the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

 

Support Person

 

The Township of Rideau Lakes is committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter the Township of Rideau Lakes’ buildings with his or her support person. At no time will a person with a disability who is accompanied by a support person, be prevented from having access to his or her support person while on Township premises.

 

A “support person” means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

 

**********************************************************************************

No admission will be charged to the support person for admission to the Township of Rideau Lakes Recreation Facilities.  

 

The Township of Rideau Lakes will recommend to groups that manage buildings and/or events under the auspices of the municipality to adopt a similar policy and not charge a support person who is accompanying a person with a disability

**********************************************************************************

Customers will be informed of this policy by a notice that will be posted at each building and on the Township of Rideau Lakes’ website.

 

Notice of Disruption in Service

 

The Township of Rideau Lakes 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. 

 

Notice may be given by posting the information at a conspicuous place on premises owned or operated by the Township of Rideau Lakes, by posting it on the Township of Rideau Lakes’ website, or by such other method as is reasonable in the circumstances.

 

5.            Training

 

The Township of Rideau Lakes will provide training to:

 

·       Every person who participates in developing the policy, practices and procedures under Ontario Regulation 429/07 – Accessibility Standards for Customer Service

·       Every person who deals with the public on behalf of the Township of Rideau Lakes, including 3rd parties, i.e. employees, agents and volunteers

·       Current employees, volunteers and others who deal with the public or other third parties on their behalf will receive training by January 1, 2010

·        All those who are involved in the development and approvals of customer service policies, practices and procedures will receive training by January 1, 2010

·        Members of Rideau Lakes Township Council will receive this training by January 1, 2010

·       New employees, volunteers, management, etc. shall receive training as soon as “practicable”, after commencing duties.

·       Agents working on various projects for the municipality and who have been approved by successful tender shall be responsible for providing their own training to meet the requirements of Ontario Regulation 429/07

 

Training will include the following:

 

·                  The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

·                  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 a support person

·                  How to use the automatic door openers at the Township of Rideau Lakes’ premises

·                  What to do if a person with a disability is having difficulty in accessing the Township of Rideau Lakes’ goods and services

·                  The Township of Rideau Lakes’ policies, practices and procedures relating to the customer service standard

 

Staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

 

6.            Training Records

 

Training records shall be kept, including the dates when the training is provided, number of individuals to whom the training was provided and the signature of all those individuals trained on a particular date.

 

7.            Feedback Process

 

The ultimate goal of the Township of Rideau Lakes is to meet and surpass customer expectations while serving all people, including those with disabilities. Comments regarding how well those expectations are being met are welcome and appreciated.

 

Feedback regarding the way the Township of Rideau Lakes provides goods and services to people with disabilities can be made by using a feedback form, by mail, e-mail, or verbally.  All feedback should be directed to the Township Clerk.  Customers can expect a response within thirty (30) days.

8.            Modifications to This or Other Policies

 

The Township of Rideau Lakes is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.

 

Any policy of the Township of Rideau Lakes that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

 

 

9.            Questions About This Policy

 

This policy exists to achieve service excellence to customers with disabilities.

 

If anyone has a question about this Policy, or if the purpose of this Policy is not understood, inquiries should be referred to the Accessibility Coordinator for the Township of Rideau Lakes.

 

 

 

 


 

 

 

                                                                        Approved by:                                                                       

Ronald E. Holman, Mayor

 

 

                                                                                                                                                           

Dianna G. Bresee, Clerk

 

 


                                                                                               

Accessible Customer Service Feedback form

 

Providing Goods and Services

to People with Disabilities

 

 

 

 

 

 


Thank you for visiting the Township of Rideau Lakes.

We value all of our customers and strive to meet everyone’s needs.

 

Please tell us the date and time of your visit: ___________________

 

Staff Member, Department or Service Location you visited:

 

 

Did we respond to your customer service needs today?      

 

q YES   q NO

 

Was our customer service provided to you in an accessible manner?

 

q YES                       q SOMEWHAT                    q NO (please explain below)

 

 

Did you have any problems accessing our goods and services?

 

q YES (please explain below)q SOMEWHAT (please explain below)        q NO

 

 

Please add any other comments you may have:

 

 

 

 

Contact information (optional):                  ___________________________

                                                                       

___________________________

 

___________________________

 

 

1439 County Road 8, Delta, ON, K0E 1G0

Phone: 613-928-2251   Fax 613-928-3097   www.twprideaulakes.on.ca

 

 

 

 

 

Township of Rideau Lakes

Service Disruption

Notice

 

There will be a scheduled service disruption at the _____________.

 

The disruptions will be from ________ until _________.

 

These disruptions include:

 

                                                                                                                            

 

                                                                                                                            

 

                                                                                                                            

 

On behalf of the Township of Rideau Lakes we would like to thank you for your patience in this matter.

 

 

Should you have any further questions please contact:

 

Dianna G. Bresee

Accessibility Coordinator

Township of Rideau Lakes

Phone: 613-928-2251 ext 224

Fax: 613-928-3097

dianna@twprideaulakes.on.ca

www.twprideaulakes.on.ca


 

 

 

 

 

Township of Rideau Lakes

Unexpected Service Disruption

Notice

 

There has been an unexpected service disruption(s) at the ____________.

 

The estimated time of the service disruption(s) are from ________ until _________.

 

These disruption(s) include:

 

                                                                                                                            

 

                                                                                                                            

 

                                                                                                                            

 

On behalf of the Township of Rideau Lakes we would like to thank you for your patience in this matter.

 

Should you have any further questions please contact:

 

Dianna G. Bresee

Accessibility Coordinator

Township of Rideau Lakes

Phone: 613-928-2251 ext 224

Fax: 613-928-3097

dianna@twprideaulakes.on.ca

www.twprideaulakes.on.ca



BY-LAW 2008-94 PDF File

This by-law is available as a PDF file. View or download: PDF FileBy-law 2009-59 (290K PDF file)



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Township of Rideau Lakes, 1439 County Road 8, Delta, ON, K0E 1G0
email: info@twprideaulakes.on.ca
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Tel: 613-928-2896 or 1-866-677-4577

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