Accessible Customer Service Policy
Updated: November 3, 2023
- Statement of organizational commitment
- Definition
- Training for Staff
- Feedback Process
- Accessible Formats/Communication Supports
- Accessible Formats Exception
- Emergency Procedure, Plans or Public Safety Information
- Accessible Website and Web Content
- Recruitment, Assessment and Selection
- Individualized Accommodation Plans
- Return to Work Process
- Assistive Devices
- Providing Goods and Service to People with Disabilities
- Communication
- Service Animals and Support Persons
- Notice of Temporary Disruption
- Public Spaces
1. Statement of organizational commitment
The Travel Corporation (Canada) is committed to enhancing accessibility and inclusivity for all our stakeholders, including customers, employees, job applicants, suppliers, and visitors.
We strictly adhere to the guidelines set by the Accessibility for Ontarians with Disabilities Act 2005 (AODA) and its associated regulations. Our aim is to provide a safe and welcoming environment for everyone. To this end, we consistently integrate accessibility principles into our policies, procedures, equipment requirements, and training modules.
Our commitment goes beyond compliance. We routinely review our policies and practices, adjusting as needed to address organizational changes and upcoming compliance requirements. Recognizing that accessibility is a shared responsibility, we work closely with all relevant parties to achieve this goal.
For more detailed information on our accessibility policy, plans, and training programs, or to request our publicly posted accessibility plan in an accessible format, download the plan by clicking here or please contact us at accessibility@ttc.com.
2. Definition
Disability, as delineated by the AODA and the Ontario Human Rights Code, “disability” encapsulates:
- Physical conditions stemming from injuries, birth defects, or illnesses. This could mean diabetes, epilepsy, paralysis, amputation, visual or hearing impediments, reliance on guide animals or assistive devices, among others.
- Mental impairments or developmental disabilities.
- Learning disabilities or any dysfunction affecting comprehension or language use.
- Mental disorders.
- Injuries or disabilities recognized under the Workplace Safety and Insurance Act, 1997.
Part 1: General
Accessibility Plan
The Travel Corporation (Canada) will create a multi-year accessibility plan, which will be posted on our website and made available in an accessible format, upon request. This plan will be reviewed, as required, and at least every five years.
3. Training for Staff
The Travel Corporation (Canada) will ensure that our staff are trained on Ontario’s accessibility laws, accessible customer service standards, and aspects of the Ontario Human Rights Code that relate to persons with disabilities. In addition to our Canadian staff, we implement TICO training requirements for our call center agents that are located outside of Canada. A record of all training offered will be maintained.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
- The Travel Corporation (Canada) accessibility plan (as of December 31, 2023).
- 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.
- What to do if a person with a disability is having difficulty in accessing our goods or services, policies, practices and procedures relating to the provision of goods or services to persons with disabilities.
- A quiz to ensure that the material has been understood.
Part 2: Information and Communication Standards
4. Feedback Process
Employees are encouraged to provide feedback to their People & Culture team on our adherence to accessibility standards as well as recommendations for improvement as it pertains to any of our employment practices, processes or policies. The Travel Corporation (Canada) is committed to ensuring that its feedback process is accessible, either upon design or request.
Employees may provide feedback, complaints or questions directly to their People & Culture team through email at peoplecanada@ttc.com. Every question, complaint and feedback will be reviewed and responded to within 14 business days.
5. Accessible Formats/Communication Supports
If an employee with a disability requests it, The Travel Corporation (Canada) will provide or arrange for the provision of accessible formats and communication supports for information needed in order to perform their job. The Travel Corporation (Canada) will consult with the employee making the request to determine the best way to provide the accessible information and or communication support. Policies and procedures can be made available in alternate accessible formats, or with communication supports on request by emailing People & Culture at peoplecanada@ttc.com.
6. Accessible Formats Exception
The Travel Corporation (Canada) is committed to creating communication systems that take into account people with disabilities. The Travel Corporation of Canada will provide or arrange information to be assessable formats. Communication supports for persons with disabilities will be arranged for in a timely manner and at no additional cost to the individual, upon request.
On the rare occasion that The Travel Corporation (Canada) determines that the communication(s) are unconvertible, we will provide the person requesting information or communication with the following:
- An explanation as to why the information or communications are unconvertible.
- A summary of the unconvertible information or communications is determined as unconvertible if it is not technically feasible to convert the information or communications.
7. Emergency Procedure, Plans or Public Safety Information
When required, the Travel Corporation (Canada) will provide a tailored workplace response plan or information for employees with disabilities, when requested. The plan will consider the unique challenges created by the individual’s disability and the physical nature of the workplace and will be created in consultation with the employee.
8. Accessible Website and Web Content
The Travel Corporation (Canada) will ensure that our website, and where applicable, web content conforms to the Web Content Accessibility Guidelines (WCAG) and will refer to the legislation for specific compliance deadlines and requirements. We have taken reasonable steps to ensure that our website is WCAG 2.0 Level A complaint.
Part 3: Employment Standards
The Travel Corporation (Canada) is committed to providing a working environment that is based on respect for the dignity and rights of its employees. Our goal is to create a workplace that is free from harassment and discrimination and provides fair and inclusive systems and practices. As such, we will take all reasonable steps to prevent and remove accessibility barriers that are identified.
9. Recruitment, Assessment and Selection
The Travel Corporation of Canada is committed to creating an inclusive workplace culture that promotes diversity and allows individuals with disabilities to perform to their full potential.
Support persons with disabilities with reasonable accommodation throughout the recruitment and selection process and notify all candidates that requests for accommodation can be made.
When requested, interviews will include a format that will make the information accessible and easy to understand. The Travel Corporation (Canada) will consult with the applicant and provide suitable accommodation accordingly.Â
10. Individualized Accommodation Plans
The Travel Corporation (Canada) is dedicated to supporting employees with disabilities through tailored accommodation plans. Key components of our approach include:
- Employee Involvement: Employees actively participate in crafting their plans, ensuring their specific needs are met.
- Personalized Assessments: We assess each situation individually, ensuring unique solutions for unique needs.
- Expert Consultation: When required, we seek external expert advice, at our expense, to enhance accommodation strategies.
- Privacy Assurance: Employee information related to the accommodation is handled confidentially and securely.
- Regular Review: Plans are routinely assessed and updated to remain effective.
- Transparent Denials: If a request is denied, clear reasons are provided to the employee.
- Accessible Formats: Plans are delivered in formats that cater to the employee’s accessibility needs.
11. Return to Work Process
The Travel Corporation (Canada) has a return-to-work process that includes an outline of the steps we will take to facilitate the employee’s return to work after an absence due to disability. Central to this approach is the creation of individualized accommodation plans. With a focus on transparent communication, collaboration, and confidentiality, we ensure a supportive and seamless transition back into the workplace.
Part 4: Customer Service Standards
12. Assistive Devices
An assistive device is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a: wheelchair, walker, personal oxygen tank, screen readers or canes that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
TTC will ensure staff are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from its goods and services. We will ensure that our customer-facing employees are well-versed in the procedures for responding to requests and can effectively inform customers about the available assistive devices.
13. Providing Goods and Service to People with Disabilities
The Travel Corporation (Canada) is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination. The Travel Corporation (Canada) understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law. The Travel Corporation (Canada) is committed to complying with both the Ontario Human Rights Code and the AODA. The Travel Corporation (Canada) is committed to excellence in serving all customers including people with disabilities.
14. Communication
We will communicate with people with disabilities in ways that take into account their disability. This may include face to face communication, phone conversations and electronic means. Clients will be offered communication with The Travel Corporation (Canada) by e-mail or Bell Relay Service (1-800-855-0511) if telephone communication is not suitable to their communication needs or is not available. We will work with the person with a disability to determine what method of communication works for them.
15. Service Animals and Support Persons
Persons with disabilities may bring their service animals on parts of our premises that are open to the public or third parties. TTC will ensure that all staff and third parties dealing with the public are trained in how to interact with persons with disabilities who are accompanied by a service animal.
On rare occasions, a manager may determine that a support person is required, of that a service animal cannot enter an area of the premises consistent with other laws. In these instances, managers will suggest appropriate alternatives and provide assistance.
Any person with a disability who is accompanied by a support person will be allowed to enter TTC premises that are open to the public or third parties with his or her support person. At no time will a person with disability who is accompanied by a support person be prevented from having access to his or her support person while on TTC premises.
For any TTC sponsored events where a fee is required to attend, TTC will not charge an admission or attendance fee for support persons. However, expenses may be charged for meals and refreshments provided for support persons. If expenses will be charged, the amount would be included in the information published with respect to the specific event.Â
16. Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for persons with disabilities, TTC will promptly notify customers. Notice will be provided in accessible formats and include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available.
The notice will be placed at the public entrance of TTC office. Depending on the nature of disruption, notice will also be provided on outgoing telephone messages on our website.
17. Public Spaces
We will meet accessibility requirements when building or making major changes to publicly available spaces of our office as required by law.