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OpenAire’s Accessibility Standard for Customer Service

Communication

When communicating with a person who has a disability, we will communicate in a manner that takes into account the person’s disability.

Telephone Services

We will train employees to communicate with clients over the telephone in clear and plain language.

Assistive Devices

We will ensure that our employees are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our goods and/or services

Service Animals & Support Persons

Persons with disabilities who are accompanied by either service animals or support persons, are welcome to visit the area of our premises that is accessible to the public.

We will ensure that all employees are trained on how to interact with people who are accompanied by a service animal or support person.

Notice of Temporary Disruption in Service

In the event of a planned or unexpected disruption in the services that may be used by persons with disabilities, a notice will be placed at our entrance. It will include information about the reason for the disruption and the anticipated duration.

Training

Training is provided to all employees who deal with clients and/or the public.

Training is delivered during the employee orientation process and a record is kept, including the name of the employee and the date training was received.

Customer Service Standard Document

We shall, upon request, give a copy of this policy to any person. If a person with a disability requests a copy of this policy, we will provide it in a format which takes into account the person’s disability.

Modifications to Our Policies

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no change will be made to this policy before considering the impact on people with disabilities. Any policy of OpenAire that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

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