Customer Service to Persons with Disabilities

1. Purpose

Travel Industry Jobs is committed to providing accessible Customer Service to people with disabilities.

2. Scope

In fulfilling our vision, Travel Industry Jobs is committed to providing its goods and services in a way that respects the dignity and independence of persons with disabilities. We are also committed to giving persons 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.

3. General

Travel Industry Jobs is committed to excellence in serving all customers including persons with disabilities and we will carry out our functions and responsibilities in the following areas:

a) Communication
We will communicate with persons with disabilities in ways that take into account their disability.
We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities

b) Telephone Services
We are committed to providing fully accessible telephone services to our customers. We will train staff to communicate with customers over the phone in a clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by email and handwriting if telephone communication is not suitable to their communication needs or is not available.

c) Assistive Devices
We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from goods and service. We will ensure that our staff are trained and familiar with the various assistive devices that may be used by customers with disabilities while accessing our goods and services.

d) Billing
We are committed to providing accessible invoices to all our customers. For this reason, invoices will be provided in the following formats upon request: Hard copy and email. We will answer any questions customers may have about content of the invoice in person, by phone or email.

e) Use of service animals and support persons
We are committed to welcoming persons with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff and others dealing with the public are properly trained in how to interact with persons with disabilities.

We are committed to welcoming persons with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Travel Industry Jobs’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on the premises.

4. Notice of temporary disruption

Travel Industry Jobs will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. This notice will include information about the reason for disruption, the anticipated duration, and a description of alternative facilities or services, if available.

The notice will be placed at all public entrances and service counters on the premises.

5. Training for Staff

Travel Industry Jobs will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approval of customer service policies, practices, and procedures.

All individuals who have interaction with our customers, vendors, suppliers, consultants, and all third parties in Canada or whom are servicing Canadians will be trained.

This training will be provided within 3 months of the staff commencing their duties.

Training will include the following:

• The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• How to interact and communicate with people with various types of disabilities
• How to interact with persons with disabilities who use assistive devices or require the assistance of a service animal or support person
• How to use the equipment and devices that Travel Industry Jobs has provided on the premises or that will help with the goods or services to a person with disabilities
• What to do if a person with a disability is having difficulty in accessing Travel Industry Jobs’s goods and services
• Travel Industry Jobs’s policies, practices and procedures relating to the customer service standard

Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to persons with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

6. Feedback process

Travel Industry Jobs’s ultimate goal, is to meet and surpass customer expectations while serving persons with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated.

Feedback regarding the way Travel Industry Jobs provides goods and services to persons with disabilities can be made by email, fax and verbally. All feedback will be directed to legal@Travel Industry Jobs.com. Customers can expect to hear back within 14 days.

7. Modifications to this or other policies

We are committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities.

Any policy of Travel Industry Jobs that does not respect and promote dignity and independence of persons with disabilities will be modified or removed.

8. Questions about the policy

This policy exists to achieve 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 will be provided by a member of Travel Industry Jobs’s legal department.

9. Competent authority

The human resources department is responsible for managing and communicating this policy and for providing support to managers and employees to ensure its application.

Effective Date: February 15, 2021