The Customer Service Standard says that the Accessible Customer
Service Policy should be readily available to the public.
As part of the standard there needs to be a feedback process that
permits persons to provide their feedback.
The process must specify the
actions that the provider of goods or services is required to take if a
complaint is received. The customer service standard requires that providers
set up a feedback process so that anyone can comment on the provision of goods
or services to people with disabilities. Information on the process must be
readily available to the public.
The process that is set up must indicate what actions you will
take after you have received a complaint. You may determine your own process
for responding to complaints as the customer service standard does not require
you to follow any particular process.
However, the customer
service standard specifically requires that the process allow feedback to be
provided in at least one of the following ways: in person (orally), by
telephone, in writing, electronically by diskette or e-mail, or otherwise.
While the standard doesn’t specify the format of the feedback process, you
should bear in mind that subsection 3(4) of the standard requires that when you
communicate with a person with a disability that you take into account the
person’s disability. In your planning you may want to consider that people with
various disabilities may need to use your feedback mechanism.
How do you accept feedback from your customers ?
If you are interested in learning more about Accessibility
for Ontarians with Disabilities Act (AODA) or how to make accessibility a
natural part of your business through the application of Corporate Social Responsibility,
please contact Sandra Broekhof @ 416-579-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca
No comments:
Post a Comment