Accessibility for Ontarians with Disabilities Act (AODA)
In accordance with Ontario Regulation 429/07 and 191/11 under the Accessibility for Ontarians with Disabilities Act 2005. Forterra has developed a policy and process to ensure that we provide our goods and services to all people in a way that respects the dignity and independences of people with disabilities. We are further committed to providing all employment services following the principles of dignity, independence, integration and equal opportunity.
This policy applies to all employees external and internal and contractors representing or performing functions on behalf of the organization.
"Disability" means for the reason that the person has or has had, or is believed to have or have had:
- Any degree of physical disability, infirmity, malformation, or disfigurement that is caused by bodily injury, birth defect or illness
- Condition of mental impairment or a developmental disability
- Learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbol or spoken language
- Mental disorder, or
- Injury or disability for which benefits were claimed and received under the insurance plan established under WSIA Act 1997.
Providing Goods and Services to People with Disabilities
Forterra is committed to providing excellent customer service to all customers, including people with disabilities. Our commitment extends to the following:
- Communication - We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
- Telephone services - We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by email if telephone communication is not suitable.
- Assistive devices - We will ensure that our staff members are trained and familiar with various assistive devices that may be used by customers.
- Billing - We will answer any questions customers may have about the content of the invoice in person, by telephone or email.
- Use of service animals and support persons - We will also ensure that all staff dealing with the public are properly trained in how to interact with people who are accompanied by a service animal or support person. Any person with a disability who is accompanied by a service animal or support person will be allowed entrance to public areas of Forterra.
- Notice of temporary disruption – Forterra will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities.
Providing Employment to People with Disabilities
Forterra is committed to employing people with disabilities. Our commitment extends to the following:
Hiring Standards – We will advertise all jobs in ways that allow persons of all abilities to identify opportunities and apply regardless of their abilities. We will notify all job applicants verbally or in writing of the availability of accommodations for applicants with a disability that may or may not be visible. We will inform applicants that accommodation is available upon request for interviews, testing, and other selection methods. All successful applicants will be made aware of the policies and support for accommodating employees with disabilities.
Accessible Formats and Communication Supports - Upon request Forterra will provide accessible formats and communication support for information needed for an employee to do their job and information that is generally available to all employees. We will train staff to communicate with potential employees over the telephone in clear and plain language and to speak clearly and slowly.
Documented Individual Accommodation Plans - We are committed to working with any employees who identify as having a disability. As such we will work with employees to develop and implement a process for documenting individual accommodation plans for employees with disabilities. We will work with the employee in the development of a plan that meets their individual needs. We will also work with the employee to determine when the plan should be reviewed or updated. We will also ensure that steps are taken to protect the privacy of the employee’s personal information and that all means of accommodation are based on the employee’s accessibility needs.
Emergency Plans and Processes - We will tailor workplace emergency response plans to accommodate people with disabilities. We will also provide this information to employees with disabilities upon request. All steps will be taken to ensure the privacy of the individual’s personal information.
Training for Associates
Forterra is committed to providing customer service training to all associates’ and contractors who interact with the public and to associates who are involved in the development and approvals of the customer service policies, practices and procedures.
Forterra will also provide training for effective recruitment processes to Managers, Human Resources and others who may be involved in recruiting, hiring, training and promoting as well as those developing employment policies, practices and procedures.
Training will be provided as part of our on-boarding process for new hires and on an ongoing basis for existing individuals as AODA requirements and related policies, procedures or practices change or are updated.
Training will be provided as on-line or face to face unless another alternate format is required.
Training will include:
- What AODA is and the requirement for the Customer Service and Integrated Standards.
- How to interact and communicate with people who have various types of disabilities.
- How to interact with people with disabilities who use an assistance device or accompanied by a support person or service animal.
- What to do if a person with a disability is having difficulty completing their job or accessing goods and services.
- Current policies, practices and procedures relating to the Customer Service and Integrated Standards.
Forterra is committed to providing excellent service to all customers, employees, visitors, contractors and members of the public including those people with disabilities. Feedback about how Forterra is meeting the needs of people with disabilities is welcome and appreciated.
Feedback from customers in our facilities can be made via phone, email or appointment.
Email – Dan Grisoni: firstname.lastname@example.org
All written feedback can be sent to Attention: Human Resources, 5387 Bethesda Road, Stouffville, Ontario, L4A 3A5
To schedule an in person appointment, please call Dan Grisoni at (289) 212-1174
All concerns will be reviewed by the Vice President of the division and Senior Human Resource Manager.
Customer complaints will be contacted within 5 business days
Modifications of the Customer Service Policy or other related Policies
Forterra will update the Accessibility for Ontarians with Disabilities (AODA) Policy and related policies and procedures as required in order to continue to meet the needs of people with disabilities.
For any questions, concerns or comments about the policy please contact: Dan Grisoni at (289) 212-1174.
This document is available in alternate format upon request.