Providing Goods and Services to People with Disabilities

1. Our Mission
Del Windows & Doors Inc. (DEL) is committed to diversity, inclusion and accessibility in everything we do. We are continuously taking the steps necessary to improve the overall accessibility for customers and clients interested in DEL’s products.

2. Our Commitment
DEL strives at all times to provide goods and services to all individual’s respecting their independence and dignity to those with disabilities. Our company is also committed to giving people with disabilities the same opportunity to work with DEL as those who do not have disabilities.

In compliance with the Accessibility for Ontarians with Disabilities Act (AODA), DEL wishes to make available our AODA commitment for review;

Assistive devices
We will ensure that our staff are trained and familiar with various assistive devices used by customers with disabilities while accessing our goods or services.

Communication
We will communicate with people 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 in areas on our premises that are open to the public.

Support persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Training
DEL will provide training to employees who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained:
Customer Service Representatives, Sales Team, Receiving and Shipping

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • DEL’s plan related to the customer service standard.
  • 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 DEL’s goods and services
  • Staff will also be trained when changes are made to our accessible customer service plan.

Feedback process
Customers who wish to provide feedback on the way DEL provides goods and services to people with disabilities can be provided by e-mail to tgreenwood@delwd.ca, verbally to human resources at 905-561-4335 or by letter addressed to the attention of human resources. All feedback, including complaints, will be reviewed by human resources and senior management based on the level of response required. Customers can expect to hear back within 15 business days.

Modifications to this or other policies
Any policy of DEL that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Last Updated: September 2016