Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
This policy has been prepared to comply with the requirements of the AODA standards and should be read together with our policies relating to Harassment, Discrimination and Privacy.
Assistive Devices
People with disabilities may use their personal assistive devices when accessing our services or facilities.
In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our services or facilities.
We will ensure that our employees are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our services or facilities.
Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on all parts of our premises that are open to the public.
When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
A regulated health professional is defined as a member of one of the following colleges:
- College of Audiologists and Speech-Language Pathologists
- College of Ontario of Chiropractors of Ontario
- College of Nurses of Ontario
- College of Occupational Therapists of Ontario
- College of Optometrists of Ontario
- College of Physicians and Surgeons of Ontario
- College of Physiotherapists of Ontario
- College of Psychologists of Ontario
- College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario
If service animals are prohibited by another law, our managers will explain why the service animal must be excluded, suggest appropriate alternatives and provide assistance to enable persons with disabilities to access our services or facilities.
Communication
We will communicate with people with disabilities in ways that take into account their disability. This means our employees will communicate in a means that enables persons with disabilities to communicate effectively for purpose of utilizing our services
We will work with a person with a disability to determine what method of communication works for them.
Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. 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.
In certain cases, Direct Travel might require a person with a disability to be accompanied by a support person for the health or safety of the person with a disability or other persons on our premises. Before making a decision, we will:
• consult with the person with a disability to understand their needs;
• consider health or safety reasons based on available evidence;
• determine if there is no other reasonable way to protect the health or safety of the person or others on the premises.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for clients with disabilities, Direct Travel will notify its clients promptly. This 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.
The notice will be made publicly available at all entrances to our offices affected and depending on the nature of the disruption may be provided by email, telephone message and on our website.
Training
Direct Travel will provide accessible client service training to:
• all employees and contractors who interact with people who wish to utilize Direct Travel’s services;
• anyone involved in developing our policies;
• anyone who provides goods, services or facilities to clients on our behalf.
Employees will be trained on accessible client service as part of the employee onboarding process. Training will occur on an ongoing basis and whenever changes are made to relevant policies, practices and procedures. Training will be provided to each person as soon as practicable after he or she is assigned applicable duties.
Feedback Process
Direct Travel welcomes feedback on how we provide accessible client service. Client feedback will help us identify barriers and respond to concerns.
Feedback about this policy or its implementation can be submitted by:
• contacting us through our website;
• emailing our human resources department at [email protected];
• telephoning our head office at 800-475-9494; or,
• by mail addressed to Human Resources, Direct Travel, 251 Consumers Road, Toronto, ON, M2J 4R3
Direct Travel will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
Availability of this Document
Direct Travel will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
Modifications to this or Other Policies
Any policies of Direct Travel that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.