Related pages: [ Policy: Customer Service Accessibility Standard ]
This information is also available in PDF:
Providing goods and services to people with disabilities
Customer Service Policy Statement:
Providing Goods and Services to People with Disabilities
Office of the Lobbyist Registrar
City of Toronto
Effective: August 31, 2009
Our Mission
The Office of the Lobbyist Registrar, City of Toronto promotes and enhances the integrity of City government decision-making through a public lobbyist registry and regulation of lobbyists’ conduct.
Our Services
We provide a lobbyist registry that is accessible to the public on our website. We register lobbyists at the City and regulate their conduct. We provide advice and information about the lobbyist registry to members of the public, public office holders and lobbyists.
Our Commitment
In fulfilling our mission, the Office of the Lobbyist Registrar will at all times provide its goods and services in a way that respects the dignity and independence of people with disabilities. We give people with disabilities the same opportunity to access our goods and services and allow them to benefit from the same services, in the same place, and in a similar way as others.
Providing Goods and Service to People with Disabilities
The Office of the Lobbyist Registrar is committed to excellence in service, including service to people with disabilities, and we carry out our functions and responsibilities in the following areas:
Communication
We communicate with people with disabilities in ways that take into account their disability. We train our staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
Telephone Services
We provide fully accessible telephone service to all. We offer to communicate by email or TTY or other methods if regular telephone communication is not suitable to someone’s communication needs.
Assistive Devices
We serve all people with disabilities, including those who use assistive devices. We ensure that our staff are trained and familiar with various assistive devices that may be used by people with disabilities while accessing our goods or services.
We also ensure that staff know how to use the assistive devices at their respective work locations which are applicable to their positions.
Use of Service Animals and Support Persons
We welcome people with disabilities, including those who are accompanied by a service animal, on the parts of our premises that are open to the public and other third parties.
We welcome people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person is allowed to enter Office of the Lobbyist Registrar’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 our premises. The Office of the Lobbyist Registrar does not normally charge admission to access events or programs, but if we do, we will not charge support persons.
We ensure that all staff dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by either a support person or a service animal.
Notice of Temporary Disruption
We give notice when our services are disrupted or our facilities closed in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice includes information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
We post notice of disruption of our services on our website.
Training for Staff
The Office of the Lobbyist Registrar provides training to employees, including those who deal with the public and all those who are involved in the development and approval of customer service policies, practices and procedures. The training is in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. This training is provided to all staff who deal with the public or are involved in the development and approvals of customer service policies, practices and procedures within three months of their start date.
Feedback Process
The goal of the Office of the Lobbyist Registrar is to meet and surpass expectations while serving people with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way the Office of the Lobbyist Registrar provides goods and services to people with disabilities can be made by e-mail, verbally, and in writing. All written feedback will be directed to the Lobbyist Registrar:
Email: lobbyistregistrar@toronto.ca
Phone: 416-338-5858
Fax: 416-338-5859
TTY: 416-338-6623
Address: Lobbyist Registrar
City Hall, 100 Queen Street West
Toronto, Ontario M5H 2N2
Once received, the feedback is redirected to the appropriate staff person. In person feedback should be provided directly to a lobbyist advisor. We will acknowledge receipt of phone and email feedback within one business day (24 hours). An acknowledgement will be sent to fax and mailed feedback will be within four business days of receipt.
Modifications to This or Other Policies
Given our commitment to respecting the dignity and independence of people with disabilities, any policy of the Office of the Lobbyist Registrar that does not do this will be modified or removed.
Questions about This Policy
This policy exists to achieve service excellence to people with disabilities. If anyone has a question about the policy, or if the purpose of this policy is not understood, an explanation should be provided by the Lobbyist Registrar:
Email: lobbyistregistrar@toronto.ca
Phone: 416-338-5858
Fax: 416-338-5859
TTY: 416-338-6623
Address: Lobbyist Registrar
City Hall, 100 Queen Street West
Toronto, Ontario M5H 2N2
|
