Becoming accessible means developing a plan on how your organization will provide service to customers with disabilities.

Below you’ll find a sample plan to help guide you. It outlines your accessible customer service policy, including practices and procedures.

Tip:

Remember the principles of independence, dignity, integration and equal opportunity as you create your plan.

Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

[Insert name of your organization] is committed to excellence in serving all customers including people with disabilities.

Assistive devices

We will ensure that our staff 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 goods or services.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts 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.

We will notify customers of this through a notice posted on our premises and [include any other means by which your organization will notify customers of fee].

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities [enter list services/facilities], [enter your organization] 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 [list all locations where this notice will be made available].

Training

[Enter your organization] will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained:

[enter list of positions that require training, for example, customer service representatives, sales associates, managers etc.]

This training will be provided to staff [enter how long after hiring, training will be provided to staff].

Training will include:

Staff will also be trained when changes are made to your accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way [enter your organization] provides goods and services to people with disabilities can [enter ways feedback can be provided, for example, e-mail, verbally, suggestion box, feedback card, etc.].

All feedback, including complaints, will be [enter how you handle feedback, for example, directing it to a specific person].

Customers can expect to hear back in [enter number of days].

Notice of availability

[enter your organizations] will notify the public that our policies are available upon request by (enter how you plan to make this information available to the public, for example, posting them on your website, or posting a notice in the front of your store).

Modifications to this or other policies

Any policy of [enter your organization] that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

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