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      ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY

       

      POLICY STATEMENT

      The Source (Bell) Electronics Inc. (The Source) is committed to fulfilling the requirements set out in the Ontario government’s regulation 429/07 made under the Accessibility for Ontarians with Disabilities Act 2005. These policies and procedures apply to all goods and services that are delivered by The Source, by any means including in person, by telephone, electronically, by mail, visually, orally or by written means.

      OUR COMMITMENT

      The Source strives at all times to provide its goods and 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 goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers. Persons with disabilities may use assistive devices and/or support persons in the access of goods and services. When communicating with a person with a disability, all associates shall do so in a manner that takes into account the person’s disability.

      INDIVIDUALS COVERED BY THE POLICY

      This policy shall apply to every person who deals with members of the public or other third parties working on behalf of The Source, whether the person does so as an associate, third party contractor, co-op or otherwise.

      MANAGEMENT RESPONSIBILITIES

      It is the responsibility of managers and supervisors to ensure that all associates conduct themselves in an appropriate manner and abide by all of the Company's policies, procedures, and practices. Additionally, managers and supervisors have the responsibility to maintain a professional work environment, and to ensure that it is conducive to, and encourages appropriate associate behaviours and conduct.

      ASSOCIATE RESPONSIBILITIES

      It is the responsibility of all associates to at all times conduct themselves in an appropriate manner and abide by all of the Company policies, procedures, and practices.

      RESPONSIBILITY FOR ADMINISTRATION

      All levels of Management are responsible for the effective administration/application and management of this policy.

      DEFINITIONS:

      Assistive Devices - Any auxiliary aid such as communication aids, cognition aids, personal mobility aids and medical aids (i.e. canes, crutches, wheelchairs, or hearing aids).

      Disabilities - The same as the definition of disability found in the Ontario Human Rights Code.
      a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
      b) a condition of mental impairment or a developmental disability,
      c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
      d) a mental disorder, or
      e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

      Associates - Any person who deals with members of the public or other third parties on behalf of The Source, whether the person does so as an employee or otherwise.

      Persons with Disabilities - Individuals that are afflicted with a disability as defined under the Ontario Human Rights Code.

      Service Animals - An animal is a service animal for a person with a disability, (a) if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or (b) 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 Persons - Any person whether a paid professional, volunteer, family member or friend that accompanies a person with a disability in order to help with communications, personal care or medical needs or with access to goods or services.

      TRAINING REQUIREMENTS
      Every person who participates in the development of the policy, practices and procedures or who deals with the public on behalf of The Source, including third parties i.e. associates and management must complete training in relation to this Policy under Ontario Regulation 429/07 – Accessibility Standards for Customer Service. The training will include:
      • An overview of the AODA and the requirements of the Standards
      • An overview of The Source’s Policy, practices and procedures related to the Standards
      • 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 Assistive Devices to better provide goods or services to people with disabilities including any Assistive Devices available on The Source’s premises
      • What to do if a person with a disability is having difficulties accessing The Source’s goods or services
       
      New associates, management, third parties etc. shall receive training on this topic as soon as “practical”, after being assigned, but during initial orientation at the latest.

      Training records shall be kept, including the dates when the training is provided, and the number of individuals to whom the training was provided.
       
      COMMUNICATION

      The Source will communicate with people with disabilities in ways that take into account their disability. We will train associates who communicate with customers on how to interact and communicate with people with various types of disabilities.

      TELEPHONE SERVICES

      The Source is committed to providing fully accessible telephone service to our customers. We train associates to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.

      ASSISTIVE DEVICES

      The Source is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We ensure that our associates are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

      BILLING

      The Source is committed to providing accessible invoices to all of our customers. Invoices will be provided in alternative format upon request. We will answer any questions customers may have about the content of the invoices in person, by telephone or email.

      SERVICE ANIMALS AND SUPPORT PERSONS

      The Source associates shall use reasonable efforts to allow persons with disabilities to use their own assistive devices to access goods and/or services.

      The Source associates shall allow persons with disabilities to be accompanied by their guide dog or service animal unless the animal is excluded by law.

      Where an animal is excluded by law from the premises, the reason why the animal is excluded shall be explained to the persons with disabilities, and other reasonable arrangements to provide goods and services shall be explored with the assistance of the person with disability.

      When a service animal is unruly or disruptive (jumping on people, biting, or other harmful behaviour) an associate may ask the person with disability to remove the animal from the area or refuse access to goods or services. In this event, other reasonable arrangements to provide goods or services shall be explored with the assistance of the person with disability.

      Persons with disabilities may be accompanied by their support person while accessing goods and/or services.

      SERVICE DISRUPTION – NOTICE POSTED ON WEBSITE

      It is possible that from time to time there will be disruptions in service (e.g. an entrance way that is under repair, renovations that limit access to an area, or technology that is temporarily unavailable). In the event that a disruption in service is planned, and expected, it is important to provide reasonable notice.

      UNEXPECTED DISRUPTION IN SERVICE – NOTICE POSTED ON WEBSITE

      In the event of an unexpected disruption in service notice may be provided in a variety of ways, and will be done as quickly as possible. Notice may be provided on the website, over the phone, via e-mail or in writing. In the event of a service disruption, alternative methods of service may be considered and those impacted by service interruption shall be informed of any alternative methods.

      EMERGENCY PREPAREDNESS

      The Source believes that Emergency Preparedness is an important component to the safety and security of all associates and customers. Being as prepared as possible for emergencies will assist in minimizing the negative impact that an emergency can have on people.

      Each individual is responsible for their own well-being, safety and security. During a serious emergency, support from both internal and external services may be limited at the time due to the magnitude of the emergency.

      All individuals requiring special evacuation assistance are encouraged to self-identify to the store manager. Advising others of restrictions will provide better preparation during an evacuation.

      MATERIALS/DOCUMENTATION AVAILABLE UPON REQUEST

      Upon request, The Source shall supply a copy of the policies, practices and procedures required under the Ontario Regulation 429/07 – Accessibility Standards for Customer Service to any person.

      CUSTOMER FEEDBACK–NOTICE AND FORMS ARE POSTED ON THE WEBSITE

      Feedback from our customers provides The Source with opportunities to learn and improve. The Source recognizes the right of our customers to make a complaint, compliment or suggestion on ways to improve our services.

      To assist The Source in ensuring that the delivery of goods and services to those with disabilities is provided in an effective and timely manner, the customer is invited to provide their feedback as follows:

      In writing, in person, e-mail, or telephone, addressed to:

      • Customer Care Department
      • 279 Bayview Drive
      • Barrie, Ontario L4M 4W5
      • Phone: 1-866-515-5855 customer service
      • Fax: 1-866-384-3418
      • E-mail: customerservice@thesource.ca

       

      The Accessibility Coordinator will respond within ten business days either in writing, in person, e-mail or telephone acknowledging receipt of feedback and will set out the action to be taken in response to any complaints.