Accessibility      

1. Communication
   1. All communication with people with disabilities shall take into account their disability and preferred method of communication.
   2. All staff who communicate with customers shall be trained on how to interact and communicate with people with various types of disabilities.
2. Telephone Services
   1. Telephone service shall be fully accessible to our customers.
   2. Staff shall communicate with customers over the telephone in clear and plain language and speak clearly and slowly.
   3. Communication by email shall be offered to customers if telephone communication is not suitable to their communication needs or is not available.
3. Assistive Devices
   1. Norstar Windows & Doors is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services.
   2. Norstar Windows & Doors shall ensure that our staff members are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
   3. Norstar Windows & Doors shall ensure that staff members know how to use any assistive devices available on our premises for customers.
4. Billing
   1. Norstar Windows & Doors is committed to providing accessible invoices to all of our customers.
   2. Invoices shall be provided in the following formats upon request:
      (a) Large print on hard copy
      (b) E-mail
   3. Any questions from customers about the content of the invoice shall be answered in person, by telephone or email taking into account their specific disabilities.
5. Use of Service Animals and Support Persons
   1. Norstar Windows & Doors is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties.
   2. Norstar Windows & Doors shall ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
   3. Norstar Windows & Doors is committed to welcoming people with disabilities who are accompanied by a support person.
   4. Any person with a disability who is accompanied by a support person shall be allowed to enter the premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
   5. Staff dealing with the public shall be trained in how to interact with people with disabilities who are accompanied by a service animal.
6. Notice of Temporary Disruption
   1. Norstar Windows & Doors shall provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities.
   2. This notice shall include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services.
   3. The notice shall be placed at all relevant public entrances and service counters on our premises.
7. Training for Staff
   1. Norstar Windows & Doors shall provide training to all employees, volunteers and others who deal with the public or other third parties.
   2. Norstar Windows & Doors shall provide training to all employees, volunteers and others who are involved in the development and approvals of customer service policies, practices and procedures.
   3. This training shall be provided upon implementation of this program and to each new employee within 30 days after they have been hired and have commenced their duties.
   4. Staff members shall also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
   5. Training shall include the following:
      (a) The purposes of the Accessibility for Ontarians with Disabilities Act, and the requirements of the customer service standard
      (b) How to interact and communicate with people with various types of disabilities
      (c) How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
      (d) How to use any assistive devices available on the premises or any other methods that may help with the provision of goods or services to people with disabilities
      (e) What to do if a person with a disability is having difficulty in accessing the Norstar Windows & Doors goods and services
8. Feedback Process
   1. The ultimate goal of Norstar Windows & Doors is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met shall be welcomed.
   2. Feedback regarding the way Norstar Windows & Doors provides goods and services to people with disabilities can be made by:
      (a) E-mail
      (b) Verbally
      (c) Customer suggestion box
      (d) Feedback form
   3. All feedback shall be directed to the Senior Manager. Customers can expect to hear back in within 7 days. Complaints shall be addressed accordingly.
9. Feedback Process
   1. This policy exists to achieve service excellence to customers with disabilities.
   2. If any employee, customer or third party has a question about the policy, or if the purpose of a policy is not understood, an explanation shall be provided by Management of Norstar Windows & Doors.
   3. A copy of these policies and procedures shall be made available upon request.

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Accessible Feedback Process

The ultimate goal of Norstar Windows & Doors Ltd is to meet and surpass expectations while serving all clients. Comments regarding our products, goods and services and how well those expectations are being met are welcome and appreciated. If you would like to give your feedback in an alternate form please contact Norstar’s AODA Coordinator at 905-643-9333 ext. 247 or email hr@norstarwindows.com.