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Meritech Engineering
Customer Service Policy Statement:
Providing Services to People with Disabilities

1. Our mission

The mission of Meritech Engineering is to use reasonable efforts to provide our services in an environment which is accessible to people with disabilities.

2. Our commitment

In fulfilling our mission, Meritech Engineering strives at all times to provide its services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

3. Providing services to people with disabilities

Meritech Engineering is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

3.1 Communication

We will communicate with people with disabilities in ways that take into account their disability.

We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

3.2 Telephone services

We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.

We will offer to communicate with customers by email if telephone communication is not suitable to their communication needs or is not available.

3.3 Assistive devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services, unless prohibited due to health and safety issues.

3.4 Billing

We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, e-mail.

We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.

4. Use of service animals and support persons

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal, unless otherwise excluded by law.

We are 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 Meritech Engineering’s premises 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 our premises.

5. Training for staff

Meritech Engineering will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Individuals in the following positions will be trained: Administrative Staff, Engineers, Designers, Managers, Field Inspectors, Consultants and Sub-contractors.

This training will be provided to staff within one month of commencement of employment with Meritech Engineering.
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.

• What to do if a person with a disability is having difficulty in accessing Meritech Engineering’s services

• Meritech Engineering’s policies, practices and procedures relating to the customer service standard.

Applicable staff will be trained on policies, practices and procedures that affect the way 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. Feedback process

The ultimate goal of Meritech Engineering is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way Meritech Engineering provides services to people with disabilities can be made by phone, fax, email, verbally or mail. All feedback will be directed to the Personnel Department. All feedback will be used to improve customer service. Should an answer be deemed appropriate and should the customer have chosen to supply his or her contact information, the customer will be provided with a response.

Complaints will be addressed according to complaint categories already established in our company’s management procedures.

7. Modifications to this or other policies

We are 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 Meritech Engineering that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

8. Questions about this policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to the, Personnel Department of Meritech Engineering.

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MERITECH ENGINEERING 1315 BISHOP STREET SUITE 202 CAMBRIDGE ONTARIO NIR 6Z2 PHONE: 519.623.1140 FAX: 519.623.7334
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