Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

The IBVM Canadian Province (Loretto) is committed to excellence in serving all customers/guests including people with disabilities.

Assistive devices

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers/guests 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 on the parts of 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 in the public areas of our premises. Fees will generally not be charged for support persons, except for the standard charges for residence and meals. We will notify customers/guests of this through a notice posted on our websites and in material distributed to inform customers/guests of our courses, retreat and spirituality programs, residence and other services.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers/guests with disabilities, Loretto will notify customers/guests promptly. This notice will be clearly communicated (either by posting a notice, sending an email or making a phone call) and will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Training

Loretto will provide training to employees, volunteers and others 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. This training will be provided to new staff within 90 days of their start work date.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Loretto’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
  • How to use any equipment or devices on-site which may help with providing goods or services to people with disabilities
  • What to do if a person with a disability is having difficulty in accessing Loretto’s goods and services

 

Staff will also be trained when changes are made to our accessible customer service plan.

Feedback process

Customers/guests who wish to provide feedback on the way that Loretto provides goods and services to people with disabilities can call the Institute Leader at 416-483-2238 or email us at ibvmadm [at] rogers [dot] com.

All feedback will be delivered to the Institute Leader of the Loretto Sisters. Customers/guests can expect to hear back within 30 days.

Notice of availability

Loretto will notify the public that our policies are available upon request by posting them on the website for the Loretto Sisters in Canada (www.ibvm.ca).

Modifications to this or other policies

Any policy of Loretto that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Approved by Loretto Leadership – February 12, 2015