Accessible Customer Service Disruption Policy (AODA – Ontario)

Intent

This policy describes the procedures Southwest Crematoriums Ltd. (SWC) utilizes to manage temporary interruptions to services or facilities relied upon by persons with disabilities, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005.

Scope

These guidelines are applicable to every SWC facility and staff member, covering both scheduled and unexpected disruptions that impact accessibility.

Definitions

Service Disruption: An event where a specific service or facility normally utilized by customers with disabilities becomes temporarily unavailable.

Responsibilities

Supervisors and Staff are responsible for identifying outages, ensuring proper documentation is finished, and maintaining clear communication. SWC Central Support provides coordination for formal notices and assists with customer outreach.

Procedure for Managing Disruptions

Documenting the Event: Record the start date, estimated length, reason for the outage, and available alternatives.
Alternative Solutions: Provide accessible options to customers whenever feasible.
Notification Standards: Distribute timely information regarding the nature of the disruption and its expected duration.
Customer Support: Ensure impacted individuals are notified and provided with contact assistance.
Issuing Formal Notices: Utilize the approved memo format containing all mandatory details.

Planned vs. Unplanned Disruptions

Advanced notice is required for planned maintenance, while unplanned outages require notification as quickly as possible.

Record Keeping

Documentation for all service interruptions must be kept on file in accordance with internal corporate standards.

Compliance

Southwest Crematoriums Ltd. ensures adherence to all requirements stipulated in the Accessibility for Ontarians with Disabilities Act (AODA), 2005.

Review

This policy undergoes periodic evaluation to ensure continued relevance and effectiveness.