This accessibility plan outlines the policies and actions that CXAi undertakes to improve opportunities for people with disabilities and incorporates the organization’s Customer Service Plan.
Statement of Commitment
CXAi is committed to treating all people in a way that allows them to maintain their dignity and independence. The organization believes in integration and equal opportunity. CXAi is committed to meeting the needs of people with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting the accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”).
CXAi Customer Service Plan
Providing Services to Persons with Disabilities
CXAi is committed to excellence in providing Accounts Receivable, omni channel XC and related services to all clients of the organization and their representatives, including persons with disabilities.
Assistive devices
We ensure that our staff are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our services.
Communication
We communicate with persons 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, unless the service animal is otherwise excluded from the area by law (e.g. kitchen areas in the organization) or where there are overriding health and safety considerations.
Support persons
A person with a disability who is accompanied by a support person will be allowed to have that support person accompany him or her on our premises.
While on our premises, the person with a disability shall be permitted to have access to his or her support person at all times.
Unless there are overriding health and safety concerns, the person with a disability may choose not to be accompanied by his or her support at all times.
Notice of temporary disruption
In the event of a planned or unexpected disruption to our services or facilities for clients with disabilities, CXAi will notify clients promptly. The 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 posted on our organization’s website and, where appropriate, will be posted in the reception area of the relevant office location.
Training for staff
CXAi provides training to all partners, associates, employees and others who deal with the public or other third parties on our organization’s behalf. Training will also be provided to any person who helps develop the organization’s policies, practices and procedures governing the provision of services to clients or third parties.
Training is provided to new members of the organization during their orientation period.
Training includes:
- an overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- CXAi’s plan related to the customer service standard
- how to interact and communicate with persons with various types of disabilities
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how to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person
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how to use equipment or devices, where provided, available on-site or otherwise that may help with providing goods or services to persons with disabilities
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what to do if a person with a disability is having difficulty in accessing CXAi’s services
Members of the organization will also be trained when changes are made to our customer service plan.
Training records are made and maintained in accordance with the requirements of the Accessibility Standards for Customer Service.
Training for staff
Clients or others who wish to provide feedback on the way CXAi provides services to persons with disabilities can provide their feedback directly to the Accessibility team.
By telephone: 647-251-8414 By e-mail: [email protected]
By regular mail:
CXAi 5060 Spectrum Way #300
Mississauga, ON, L4W 5N5
Attention: Accessibility Team
All feedback will be directed to the organizations Accessibility team as well as the Executive team. In the ordinary course, clients can expect to hear back from the organization within 3 business days of providing feedback to the organization.
Any complaints about services provided to persons with disabilities will be addressed according to our organizations regular complaints management procedures.
Modifications to this or other policies
Any policy of CXAi that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.
Availability of Documents
CXAi has prepared the documentation required under the Accessibility Standards for Customer Service, and will provide copies upon request.
Accessibility Policies and Plan under the Integrated Accessibility Standard
Accessible Emergency Information
CXAi is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request. We provide employees with disabilities with individualized emergency response information when necessary based on their known accommodation needs.
Training
In addition to the training we provide to our employees under the Accessibility Standards for Customer Service, CXAi provides training to our employees, volunteers and other staff members on the requirements of the Integrated Accessibility Standards and on the Human Rights Code as it relates to people with disabilities. Training is provided in a way that best suits the actual duties of our employees, volunteers and other staff members.
Training is provided to new members of the organization during their orientation period in conjunction with training outlined in our AODA policy.
Training records are made and maintained in accordance with the requirements of the Integrated Accessibility Standards.
Information and Communications
CXAi is committed to meeting the communication needs of people with disabilities. When requested, we will consult with people with disabilities to determine their information and communication needs.
CXAi will ensure that existing feedback processes are accessible to people with disabilities, upon request.
CXAi ensures that all of its publicly available information is made accessible upon request. Where a request for an accessible format or for communication supports is received, CXAi will:
- consult with individual making the request to determine their accessibility needs and what would be a suitable format or support;
- provide the requested information in a timely manner; and
- provide the information at regular cost (if any).
CXAi will take the following steps to make all its internet websites, and all content posted on those sites since January 1, 2012, conform with WCAG 2.0, Level AA, as required under the Integrated Accessibility Standards by January 1, 2021:
- we will audit all websites and content for Level AA compliance;
- we will implement the necessary changes to bring the websites and web content into conformance with all applicable Level AA standards.
Employment
CXAI is committed to fair and accessible employment practices.
CXAi notifies the public and staff applying to internal postings that accommodations are available for people with disabilities during the recruitment process. If an applicant is selected to participate in an assessment process, CXAi notifies the applicant that accommodations are available upon request should the applicant have accessibility needs due to a disability. CXAi will consult with the applicant to determine whether a suitable accommodation is available.
CXAi notifies successful applicants of its policies for accommodating employees with disabilities. CXAi notifies its employees and new hires of its policies to support people with disabilities, and makes all such policies available on its intranet so that they are available to all members of the organization.
Where an employee requests, CXAi will provide or arrange for the provision of accessible formats or communications supports for: (a) information needed to perform the employee’s job; and (b) information generally available to other employees. CXAi will consult with the employee making the request.
CXAi has implemented a Return to Work Policy that incorporates the obligations of the Integrated Accessibility Standards, including the development and use of Individual Accommodation Plans.
When undertaking any performance management, career development and redeployment processes, CXAi will ensure that the accessibility needs of its employees with disabilities needs are taken into account. This will include a review of any individual accommodation plans that are in place for individual employees.
Where an employee, client or other person identifies any accessibility barriers, CXAi will take steps to remove the barriers identified.
For more information
For more information on this accessibility plan, or for a copy of this plan in an accessible format, please contact the organization by any of the following means:
By telephone: 647-251-8414
By e-mail: [email protected]
By regular mail:
CXAi 5060 Spectrum Way #300
Mississauga, ON, L4W 5N5
Attention: Accessibility Team