Accessibility

AODA CUSTOMER SERVICE POLICY

Accommodation

Unilux HVAC Industries is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process or during your employment, please make them known when contacted and we will work with you to meet your needs.

Our commitment

Unilux HVAC Industries strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. Unilux HVAC Industries is also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

Unilux HVAC Industries as an employer, has the obligation to operate in compliance with the Accessibility Standards for Customer Service (Ontario Regulation 429/07) and Integrated Accessibility Standards (Ontario Regulation 191-11). It is the policy of Unilux HVAC Industries to provide goods and services to persons with disabilities in a way that is consistent with the principles of independence, dignity, integration and equal opportunity.

Providing goods and service to people with disabilities

Unilux HVAC Industries is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas: Communication, Assistive Devices and use of Animals and Support persons.

Customer Service and Communication

Unilux HVAC Industries and its subsidiaries will ensure that effective customer service and communication is provided to all persons with a disability by adhering to the following:

• Make all reasonable efforts to ensure that the provision of goods and services to persons with disabilities will be integrated into regular practice.
• Offer and provide alternative measures and/or formats if necessary when requested by an individual with a disability.
• Ensure that, to the extent possible, accessible goods and services are delivered in a timely manner.
• All communication shall be provided in a manner that respects the dignity and independence of persons with disabilities.

All documents relating to the Customer Service Standard of the Accessibility for Ontarians with Disabilities Act (AODA) will be made available upon request and in a format reasonably accommodating Disabilities. You may make a request in writing, by email or by telephone. Please address your request to info@uniluxhvac.com or call 905-851-3981.

Assistive Devices

Persons with disabilities may require the use of their own assistive devices to access services or goods. An assistive device is any device that is used, designed, made or adapted to assist people in performing a particular task. Unilux HVAC Industries and its subsidiaries will take all reasonable measures to ensure goods and services are accessible to persons using assistive devices, including training employees in how best to support a customer using an assistive device.

In the case the use of an assistive device poses a further challenge to the accessibility of goods and services or raises a potential safety concern, all reasonable efforts will be made to accommodate the individual, which may include using an alternative assistive device or providing the same service in a different manner.

Service Animals

Unilux HVAC Industries and its subsidiaries are committed to welcoming persons with disabilities who are accompanied by a service animal. We will ensure that all staff who deal with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

The following terms apply to a person with a disability who is accompanied by a service animal:

• In the event a particular service animal is not allowed by law on or in a particular area of the premises, all reasonable efforts will be made to accommodate the individual, which may include an alternative form of assistance or providing the same service in a different manner.
• In the event of a valid health and safety issue, all reasonable efforts will be made to accommodate the individual, which may include an alternative form of assistance or providing the same service in a different manner.
• In the case of service dogs, the law allows them to accompany their owner to go where food is served, sold or offered for sale. The law also states service dogs are not allowed in places where food is manufactured, prepared, processed or handled.
• The owner is responsible for maintaining control of the animal at all times.
  
  

Support Persons

Unilux HVAC Industries and its subsidiaries are committed to welcoming persons with disabilities who are accompanied by a support person.

The following terms apply to a person with a disability who is accompanied by support person:

• Unilux HVAC Industries and its subsidiaries may require a person with a disability to be accompanied by a support person while on the premises in situations where it is necessary due to health and safety concerns.
• Consent from the person with a disability is required when communicating confidential issues related to the person with a disability, in the presence of a support person.
• If a fee is charged for the admission of a support person, the fee will be communicated and posted.
  
  

Notice of temporary disruption

Unilux HVAC Industries 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. This notice will 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 public entrances on our premises.

Training for staff

Unilux HVAC Industries will provide training to all employees who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices, and procedures

The training will address:

• The purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
• The requirements of the Accessibility Standards for Customer Service;
• Information about Company policies and procedures (including this policy);
• Best practice on how to communicate with persons with various types of disabilities;
• Best practice on how to interact with people with disabilities who use assistive devices, require the assistance of a service animal or a support person.

Unilux HVAC Industries and its subsidiaries will retain a record of all individuals who have completed the required training.

Availability of Documents

All documents relating to the Customer Service Standard of the Accessibility for Ontarians with Disabilities Act (AODA) will be made available upon request and in a format reasonably accommodating Disabilities. You may make a request in writing, by email or by telephone. Please address your request to info@uniluxhvac.com or call 905-851-3981.

Accessible Websites and Web Content

Unilux HVAC Industries is in the process of establishing Website Accessibility Standards to ensure that all web sites developed by Unilux HVAC Industries are compliant with WCAB 2.0 Level AA as laid out by the Integrated Accessibility Standards Regulation (IASR)

Feedback process

A feedback process regarding the provision of goods and services to persons with disabilities has been established. The manner in which feedback may be provided will be in such a way that best suits the person with a disability.

Unilux HVAC Industries and its subsidiaries will review all feedback received and respond in a timely manner. If the feedback is of an urgent concern, a response to the person submitting the complaint will be issued as soon as reasonably possible.

Feedback will be provided to our HR Team at hr@uniluxhvac.com.

Modifications to this or other policies

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Unilux HVAC Industries that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions about this policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by Unilux HVAC Industries.

Accessibility for Ontarians with Disabilities Act (AODA) Multi-Year Plan

Year 1: 2023 – 2024

1. Establish an Accessibility Committee:

• Form a committee responsible for overseeing the AODA compliance process.
• Include representatives from different departments and backgrounds, especially those who have knowledge about accessibility requirements.

2. Conduct Accessibility Audit:

• Perform an accessibility audit of your facilities, websites, and services to identify barriers.
• Document the findings and prioritize the barriers based on impact and feasibility of removal.

3. Develop Policies and Procedures:

• Create and implement policies and procedures related to AODA compliance.
• Ensure all employees are aware of these policies and receive proper training.

4. Training and Awareness:

• Provide AODA training to all employees, contractors, and volunteers.
• Raise awareness about accessibility among staff and stakeholders through workshops, newsletters, and internal communications.
  
  

Year 2: 2024 – 2025

1. Barrier Removal:

• Begin removing barriers identified during the accessibility audit.
• Allocate necessary resources and budgets for barrier removal initiatives.

2. Continuous Training:

• Conduct regular refresher training sessions for existing employees and new hires.
• Ensure that all employees understand their roles in maintaining an accessible environment.

3. Communication and Feedback:

• Establish clear channels for receiving feedback from employees and customers regarding accessibility.
• Act promptly on received feedback to address concerns and improve accessibility measures.

4. Website and Digital Accessibility:

• Ensure your organization’s website and digital content comply with the Web Content Accessibility Guidelines (WCAG).
• Regularly test the website for accessibility and make necessary improvements.
  
  

Year 3: 2025 – 2026

1. Monitor and Evaluate:

• Continuously monitor the implementation of accessibility measures.
• Evaluate the effectiveness of your accessibility policies and procedures.

2. Outreach and Collaboration:

• Collaborate with disability organizations and community groups to enhance accessibility initiatives.
• Engage with experts and consultants to gain insights into innovative accessibility solutions.

3. Reporting and Documentation:

• Prepare and submit accessibility compliance reports to the appropriate regulatory authorities.
• Maintain detailed documentation of all accessibility initiatives, audits, and training programs.

4. Ongoing Improvement:

• Establish a system for ongoing improvement based on feedback, audit results, and changing regulations.
• Regularly review and update your multi-year AODA plan to reflect evolving needs and priorities.