Ice River Springs
Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities
Our firm is committed to excellence in serving all customers 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 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 on our premises. Fees will not be charged for support persons.

Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities we will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
The notice will be placed at the entrance to our location and on our washrooms.

Training
Ice River Sustainable Solutions will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. All staff will be trained commencing 1 week after starting employment.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Ice River Sustainable Solutions 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

Feedback process
Customers who wish to provide feedback on the way Ice River Sustainable Solutions provides goods and services to people with disabilities can email, write or telephone with their feedback. All feedback will handled directly by the Health and Safety Committee. Customers can expect to hear back within seven working days. The Ice River Sustainable Solutions’ accessibility compliance report mandated by the Accessibility for Ontarians with Disabilities Act, 2005 is available on request by calling 519-925-2929.

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