Accessible Customer Service Policy

Intent

Daisy Intelligence strives at all times to provide goods and/or services in a way that respects the dignity and independence of persons with disabilities.  This policy is available in alternate formats upon request.

Assistive Devices

We will ensure our staff are familiar with personal assistive devices that may be used by clients with disabilities while accessing our Organization and the goods and services the Company provides. A personal assistive device is any device that is used, designed, made or adapted to assist persons with disabilities in performing various, everyday tasks such as moving, communicating, reading, writing or lifting.

Below are some assistive devices guidelines:

  • Persons with disabilities are entitled to use personal assistive devices while accessing any service or location of the Organization, except where the use of the device contravenes policies and/or legislation or poses any element of risk or hazard.
  • Persons with disabilities are entitled to the protection of their privacy and are not required to disclose to the Organization information about their disability and/or the need for a personal assistive device, unless such information is required by the Organization for the purposes of creating and implementing an individualized accommodation plan.
  • Employees and other individuals engaged in the delivery of a service on behalf of the Organization are required to cooperate with the use of a personal assistive device for reasons of improving access to the Organization’s services or goods.

Service Animals and Support Persons

Service animals and support persons accompanying Daisy clients with disabilities will be welcomed by the Organization.  Service animals shall be permitted on Daisy premises that are open to the public.  The Organization will do all that it can to assist any support person who accompanies an individual with a disability in accessing Daisy services, and premises.

A service animal is defined as any animal individually trained to do work or perform tasks for the benefit of an individual with a disability, including, but not limited to, guiding individuals with impaired vision, alerting individuals with impaired hearing, or fetching dropped items.

Service animals shall be permitted on Daisy premises that are open to the public.  Daisy will ensure that all employees are properly trained on how to interact with people with disabilities who are accompanied by a service animal.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities, appropriate notification of the disruption will be provided. Visual notices will be placed at entrances and exits onto the Organization premises and at affected areas. The 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.

Training for Staff

Daisy will provide appropriate training to all employees, contractors, and others who deal with the public or other third parties on Daisy’s behalf, and to all individuals who are involved in the development and approval of the customer service policies, practices and procedures.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the provincial Human Rights Codes as they apply to individuals with disabilities.
  • Daisy’s Accessibility Standard Policy.
  • How to interact and communicate with people with various types of disabilities.
  • When required, any changes made to Daisy’s Accessible Standards Policy.

Feedback Process

Clients or employees who wish to provide feedback on how the Company accommodates the needs and requirements of individuals with disabilities can:

All feedback will be directed to the Human Resources. Employees or clients can expect to hear back within seventy-two (72) hours of submitting their feedback.

Notice of Availability and Format of Documents

Daisy shall, upon request, give a copy of this policy to any person. Requests for accessible customer service documents should be made to a manager or Human Resources (AODA@daisyintel.com). If a person with a disability requests a copy of this policy, a copy of this policy or the information contained within the policy will be provided in a format to accommodate the person’s disability.

Accessible Employment 

Within the guidelines of applicable human rights and accessibility laws, Daisy is committed to:

  • Achieving a culture and work environment that is supportive of employees with disabilities.Within the guidelines of applicable human rights and accessibility laws, Daisy is committed to:
  • Ensuring compliance with all applicable legislation and the Organization’s policy.
  • Establishing an efficient accommodation process that is consistent with principles of confidentiality, dignity, respect and shared responsibility.
  • Notifying potential job applicants and employees about the availability of accommodation for individuals with disabilities.
  • Ensuring that each person with a disability will be considered individually, on a case-by-case basis, in order to determine accommodation requirements.
  • Creating and documenting individualized accommodation plans, if accommodations are requested.
  • Designating and training a person(s) to provide assistance to employees with disabilities during a workplace emergency, if assistance is requested as outlined in the individual’s workplace emergency response plan (outlined below).

Shared responsibility and accountability include open communication and partnership between the individual requiring accommodation, supervisors, applicable employee groups and the Company.

Developing Individual Accommodation Plans

An individual with a disability who requires an accommodation must submit such request in writing to the Human Resources Leader. The accommodation request should include the individual’s name; position (or position applied for); the medical restrictions requiring accommodation with enough information to confirm the existence of a need for accommodation; the accommodation required; and the expected duration of the accommodation. If not provided with the initial request, Daisy Intel. may request objective support to verify and evaluate the need for accommodation and/or its proposed duration.

Daisy will evaluate the request and, if deemed necessary, will meet with the individual to evaluate the purpose and essential functions of the individual’s position and the limitations imposed by the disability, and to identify potential reasonable accommodations to overcome those limitations. Daisy will seriously consider, but is not bound to select, the individual’s preference for accommodation. Daisy will provide its decision on the accommodation request in writing to the individual within a reasonable period of time. Once granted, Daisy may monitor, re-evaluate, modify, or terminate the accommodation as required to ensure effectiveness of the accomodation and/or as appropriate in accordance with applicable law.

Accessible Information and Communication

Daisy is committed to providing accessible information and communications to all individuals, including our clients and staff. If an individual requests information to be provided in an alternative format to accommodate their disability, the Company will address the request in accordance with the above-described values of the Company and, at minimum, in accordance with its responsibilities under applicable law.

Accessible Workplace Emergency Response Plan

Daisy has implemented the following procedures to support employees with disabilities who may require assistance during emergency situations:

  • Creating an individualized workplace emergency response plan with any employee with a disability, should a plan be necessary;
  • Designating person(s) in the workplace to provide assistance to employees with disabilities during emergency situations (if the employee with the disability requires assistance and if he/she consents);
  • Providing workplace emergency response information to person(s) designated to provide assistance to employees with disabilities during an emergency, while ensuring privacy and confidentiality are maintained; and
  • Reviewing the individualized workplace emergency response information when an employee with a disability moves to a different location in the Company, when reviewing the employee’s overall accommodation needs or plans, and whenever Daisy reviews its general emergency response policies.