Accessible Customer Service

Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities
JBM Office Systems Ltd. is committed to excellence in serving all customers including people with disabilities.

Assistive devices

People with disabilities will be allowed to use their own personal assistive devices or service to access JBM Office Systems Ltd.’s goods and services and all employees shall accommodate the use of personal assistive devices.  We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Communication

JBM Office Systems Ltd. will communicate with people with disabilities in ways that take into account their disability.

Service animals

JBM Office Systems Ltd. welcomes people with disabilities and their service animals.  Service animals are allowed on the areas of our premises that are open to the public.

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.

Fees will not be charged for support persons for admission to JBM Office Systems Ltd.’s premises.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities at 19 Hiscott St., St. Catharines, JBM Office Systems Ltd. will notify customers 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 placed at JBM Office Systems Ltd.’s front and rear entrances at 19 Hiscott St., St. Catharines and on our website www.jbm.ca. If the disruption is anticipated, JBM will provide a reasonable amount of advance notice of the disruption.  If the disruption is unexpected, notice will be provided as soon as reasonably possible.
Training for staff
All employees and those involved in developing customer service policies and procedures shall receive training on accessible customer service as soon as practicable.  JBM Office Systems Ltd. will provide ongoing training with respect to changes in its policies and procedures related to accessible customer service to those individuals who require such training, as required.  
Training will include, but is not limited to, the following:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • JBM Office Systems Ltd.’s accessible customer service plan.
  • 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 assist a person with a disability who is having difficulty in accessing JBM Office Systems Ltd.’s goods and services
  • Feedback Process

Feedback on accessibility of service by people with disabilities shall be invited, forwarded to the appropriate personnel, responded to, and tracked.  Customers providing feedback can expect a response, in the appropriate format, from JBM Office Systems Ltd. within 20 days of receipt of the feedback.

Feedback can be provided:

  • By Mail
  • By Telephone
  • In Person
  • By Email : customerservice@jbm.ca
  • Through JBM Office Systems Ltd’s Website

Click on the link below to access Accessibility Standards for Customer Service Feedback Form :  AODA Customer Service Feedback Form (Fillable)

Regardless of which process is used to provide feedback, the attached Form will always be used to record and track feedback.  The attached Form will either be filled in directly by the person providing the feedback or by the person receiving the feedback.  Documentation will be maintained on file at JBM Office Systems Ltd.  All feedback will be directed to the Health and Safety Team.

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