Accessible Customer Service Policy

1. Policy Framework

F.K. Machinery Limited (FK) is committed to excellence in serving all customers, including people with disabilities. This commitment is closely bound to our corporate philosophy and image of the Company.

Ideal Image of the Company

Safety must be part of everybody’s job.
FK must be a place where people are proud to work.
FK must be a collaborative work environment.
FK must provide the best customer experience.
FK must be proactive in anticipating customers’ needs – daily and over time.

FK will strive to provide a barrier-free environment for both our Customers and our Associates, and provide service to people with disabilities in a manner that respects their dignity and independence.

AODA

The goal of the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”) is to create a more accessible Ontario by identifying and, to the extent possible, preventing and eliminating barriers experienced by persons with a disability. A standard for customer service (the “Customer Service Standard”) has been established under the AODA to ensure goods and services are, where at all possible, equally accessible to every Ontarian.

Scope

This Policy applies to all persons who deal with members of the public or other third parties on behalf of FK in Ontario, including employees having direct contact with external customers and other third parties (i.e. Reception, Administration, Human Resources, Customer Relations, etc.).

For the purposes of this Policy, “customer” refers to any external or third party that visits FK’s facilities or seeks to access our goods and services either in person or through other means.

2. Accessibility of Services

Assistive Devices

Customers with a disability are permitted, where possible, to use their own Assistive Device when on our premises for the purposes of obtaining, using or benefiting from our goods and services.

If there is a physical, technological or other type of barrier that prevents the use of an Assistive Device on our premises, we will first endeavor to remove that barrier. If we are not able to remove the barrier, we will ask the customer how they can be accommodated and what alternative methods of service would be more accessible. We will make reasonable efforts to provide an alternative means of assistance to the customer with a disability.

We will ensure that our staff are trained and familiar with various assistive devices 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 accessible to the public. It is the responsibility of the customer using the Service Animal to ensure that the Service Animal is kept in control at all times.

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.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities we will notify customers promptly. A clearly posted notice will include information about:

The reason for the disruption
The anticipated length of time
A description of alternative facilities or services, if available

3. Training and Records

Training for Staff

FK will provide training to all employees. This training will be provided to staff within two weeks of hire. Staff will be re-trained when changes are made to our accessible customer service plan.

Training will include:

An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
FK’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 use the equipment or devices that may help with providing goods or services to people with disabilities
What to do if a person with a disability is having difficulty in accessing FK’s facility or services

4. Feedback Procedure

Feedback Process

There are a number of ways that persons may provide feedback to FK:

By email, to: accessibility@fkgroup.co
By contacting FK by phone at: (705) 721-4200
In writing, by sending or hand delivering feedback to the main office at:
Attention: Accessibility Management
F.K. Machinery Limited
475 Welham Road
Barrie, Ontario, L4N 8Z6

Upon request, FK is prepared to provide accessible formats and communication supports for persons with disabilities who wish to provide feedback. Please contact us using any of the contact methods listed above to request accessible formats and communication supports.

Responding to Feedback

FK will respond to all feedback received as soon as practicable, and acknowledge receipt of the feedback within two (2) business days. A reply will be provided in the format requested by the customer, by email, phone or in writing, if practicable.

The response will contain an acknowledgement of the receipt of the customer’s feedback and outline any further action(s) to be taken. Where appropriate, feedback will be taken into consideration as part of the ongoing review of this Policy. Complaints will be addressed according to our organization’s regular complaint management procedures.

5. Notice of Availability of Documents

This Policy and the related procedures will be made available to the public and customers upon request. This Policy will be posted on FK’s website at: fkgroup.co/accessibility

FK will provide documents, or the information contained in documents, required to be provided under the Customer Service Standard to a customer with a disability in a format that takes into account the customer’s disability, upon request.

6. Modifications to this or Other Policies

Any policy of FK that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.