Accessible Customer Service Policy

This policy outlines Callon Dietz Incorporated’s responsibilities and legal obligations for providing accessible customer service to persons with disabilities.

Our commitment on accessibility

Callon Dietz is committed to ensuring that information and services are accessible for everyone.

This includes providing services that people with disabilities can use and benefit from in a manner that respects their dignity and independence.

Key principles

Our policy is based on:

  • respect for the dignity and independence of people with disabilities

  • equal opportunity for people with disabilities to access, use and benefit from our services or programs with the same quality and timeliness that others receive

  • service integration in relation to services provided to the broader public, unless alternative ways of providing the service or program are necessary for equal opportunity

Laws and rules

The standards and rules on providing accessible customer service are set out in the:

Employee training

Our staff will be trained in how to provide accessible customer service and on the requirements of our accessibility policies.

Information and Communication

When communicating or providing information or services to a person with a disability, we will do so in a manner that takes the person’s disability into account.

Accessible Formats and Communications Supports

If a person with a disability needs an accessible format, or help to communicate with us, we will work with the person to provide the format or support that will meet their needs — at no additional cost to them.

If we are not able to meet the person’s particular requirement in a reasonable timeframe, we will inform them and will work with them to determine an alternate method or will provide a summary of the information.

Accessible Websites and Web Content

Our internet websites and web content controlled either directly by the Government of Ontario or through a contractual relationship that allows us to modify the product, will conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA according to the schedule set out in the AODA Integrated Accessibility Standards.

Feedback Process

We will inform our customers of the choices available for them to give feedback.

Feedback may be provided:

  • in person

  • by telephone/TTY

  • in writing

  • by email or

  • by any other communication technology as required

If customers with disabilities would prefer to give their feedback, and receive a response to it, using an alternate method than the one offered, they may request it.

Assistive Devices

People with disabilities may use their own personal assistive devices.

Service Animals

People with disabilities may use their service animal in all parts of our premises.

Support Persons

People with disabilities can access their disability-related support person while using our services. In situations where confidential matters will be discussed, the support person may be asked to sign a confidentiality agreement or the role of the support person may need to be agreed to in advance of the meeting.

More information on customer service

If you have questions, concerns or requests, please contact us.