RCT Renewed Computer Technology
    
 

Customer Service Policy

Customer Service Policy Statement

Providing Goods and Services to People with Disabilities

Customer Service Mission:
Our mission is to provide continuous learning through computers for schools, charities, and low income learners.

Our Commitment:
In fulfilling our mission, Renewed Computer Technology (RCT) strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people 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.

Providing goods and services to people with disabilities:

RCT is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

1. Communication

We will communicate with people 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.

2. Telephone services

We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by e-mail, if telephone communication is not suitable to their communication needs or is not available.

3. Assistive devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

4. Billing

We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, large print or e-mail.

We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.

Use of service animals and support persons:

We are committed to welcoming people 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, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

We are committed to welcoming people 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 RCT’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.

A service animal may be evicted or separated from its owner only if the animal’s actual behaviour poses a threat to the health or safety of others.

Notice of temporary disruption:

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

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

Training for Staff:

RCT will provide training to all employees and volunteers and all those who are involved in the development and approvals of customer service policies, practices and procedures.

Training will include the following:

The purposes 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 people with disabilities who use an assistive device or require the assistance of a service animal or a support person
How to use the assistive devices on premises
What to do if a person with a disability is having difficulty in accessing RCT’s goods and services
RCT’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 people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback process:

The ultimate goal of RCT is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way we provide goods and services to people with disabilities can be made by e-mail: feedback@rcto.ca or verbally. If staff receives feedback verbally, they will be required to complete the on-line form on behalf of the customer. All feedback will be directed to the Executive Director. Customers can expect to hear back in 5 business days.

Modifications to this or other policies:

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.
Any policy of RCT that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions about this policy:

This policy exists to achieve service excellence to customers with disabilities. If anyone has questions about the policy, or if the purpose of the policy is not understood, an explanation should be provided by or referred to, the Executive Director of RCT.


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HEAD OFFICE
945 Meyerside Drive,
Mississauga, Ontario, L5T 1P9
Telephone: 1-866-206-0008
Telephone: 905-795-5388
Fax: 905-795-5240
Email: info@rcto.ca
RCT Head Office London
Please note that the RCT office in London is temporarily closed. Any inquiries should be submitted to the Mississauga location.

Phone: 1-866-206-0008
E-mail: lon@rcto.ca

RCT London Office  
         
Niagara Region
91 Bunting Road,
St. Catharines, Ontario, L2P 3G8
Telephone: 905-682-3883
Fax: 289-480-1004
Email: nia@rcto.ca


RCT Niagara Region Office Ottawa

RCT is partnered with La Relance to help deliver our Computers for Schools program in Ottawa. Please submit orders at our GTA Centre & donations online.

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