Customer care

POLICY STATEMENT

The Source (Bell) Electronics Inc. ("The Source") strives to provide its services in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our services, in the same place and in a similar way as other employees, customers and partners. We are committed to meeting the needs of persons with disabilities in a timely manner.

The Source is committed to meeting its accessibility and non-discrimination obligations under the Accessibility for Ontarians with Disabilities Act and regulations made thereunder (“AODA”), the Accessibility for Manitobans Act and regulations made thereunder (“AMA”), and applicable human rights legislation (together as the “Legislation”).

COMMUNICATION

When providing information to, or communicating with, a person with a disability, The Source will provide, on request, the information and communication in an alternative format or with a communication support. We will work in consultation with the person with the disability to provide the information in a timely manner that takes into account the person’s disability.

The Source will train team members who communicate with customers on how to interact and communicate with people with various types of disabilities.

TRAINING REQUIREMENTS

We are committed to training all employees and all persons who participate in developing the organization's policies, and all other persons who provide goods, services or facilities on behalf of the organization. We will train employees as soon as practicable after being hired and provide information in respect of any changes to the policies. The training will include:

1. An overview of AODA and the customer service requirements of the regulations made thereunder for employees based in Ontario and an overview of AMA and the customer service requirements of the regulations made for employees based in Manitoba;
2. An overview of The Source practices and procedures related to accessibility;
3. How to interact and communicate with people with various types of disabilities;
4. How to interact and communicate with people with various types of disabilities;
5. What to do if a person with a disability is having difficulties accessing The Source’s goods or services.

We will train every person as soon as practicable after being hired and provide training in respect of any changes to the policies.

We will maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided.

TELEPHONE SERVICES

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

BILLING

The Source is committed to providing accessible invoices to all of our customers. Invoices will be provided in alternative format upon request.

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. The Source employees shall use reasonable efforts to allow persons with disabilities to use their own assistive devices to access goods and/or services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

SERVICE ANIMALS AND SUPPORT PERSONS

The Source employees shall allow persons with disabilities to be accompanied by their guide dog or service animal unless the animal is excluded by law. When we cannot easily identify that an animal is a service animal, our staff may ask for documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

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 person with the disability.

When a service animal is unruly or disruptive (jumping on people, biting, or other harmful behaviour) an employee 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 person with the disability.

Persons with disabilities may be accompanied by their support person while accessing goods and/or services. Persons with disabilities will be permitted to enter the premises with their support person and will have access to the support person at all times while on our premises.

SERVICE DISRUPTION

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 of a planned or unexpected disruption to services or facilities for customers with disabilities, the organization will notify customers promptly. A clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

In the event of an unexpected disruption in service, notice will be provided and may be provided in a variety of ways, including over the phone, via e-mail or in writing.

EMPLOYMENT ACCESSIBILITY

Upon request and within the boundaries of applicable law, The Source will offer accommodations to applicants during all phases of the recruitment process and will work with employees to provide workplace accommodations for temporary or permanent disabilities.

EMERGENCY PREPAREDNESS

The Source believes that Emergency Preparedness is an important component to the safety and security of all employees and customers. Being as prepared as possible for emergencies will assist with 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.

DOCUMENTATION AVAILABLE UPON REQUEST

The Source shall, upon request, supply a copy of the policies, practices and procedures as required under the Accessibility for Ontarians with Disabilities Act and/or the Accessibility for Manitobans Act and regulations made thereunder. Upon request, these documents will be provided in an alternative format or with communication support in a timely manner that takes into account the person's disability-related needs, and at no extra cost.

CUSTOMER FEEDBACK

The process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request. 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 provide feedback, please contact:

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

Email: accessibility.feedback@thesource.ca

In Person/Letter:
The Source - Human Resources
279 Bayview Drive
Barrie, ON
L4M 8X9

You can submit your feedback anonymously. However, we may be able to better serve you if you provide your name, phone number, province and other details. We will acknowledge receipt of all feedback, except for feedback provided anonymously.

By contacting The Source, you agree to the collection, use and storage of your personal information by The Source for the purpose of reviewing, responding, and to serve you better. It will be handled in accordance with the Bell Privacy Policy.