Effective Date: 2024/09/25
At Qvelo, we are committed to providing exceptional customer service to all individuals, including persons with disabilities. We believe in equal opportunity and aim to provide accessible and inclusive services that meet the diverse needs of our clients and stakeholders. This Accessible Customer Service Policy outlines how we strive to ensure that our services are accessible to everyone.
1. Purpose
The purpose of this policy is to ensure that Qvelo provides services in a manner that respects the dignity and independence of people with disabilities. We are committed to ensuring that our services are accessible to all and comply with the applicable accessibility standards, such as the Accessibility for Ontarians with Disabilities Act (AODA) or other relevant accessibility regulations.
2. Scope
This policy applies to all employees, contractors, volunteers, and third-party service providers who interact with customers on behalf of Qvelo. It covers any services offered by our company, whether in person, via phone, email, or other digital communications.
3. Our Commitment to Accessibility
We are committed to ensuring that people with disabilities have the same access to our services as others. This includes:
- Communication: We will communicate with people with disabilities in ways that consider their accessibility needs. This may include providing information in accessible formats (e.g., large print, braille, plain language, or accessible PDFs) and using appropriate methods such as written communication, phone calls, or video conferencing platforms that support assistive technology.
- Assistive Devices: We welcome the use of assistive devices (e.g., screen readers, hearing aids, mobility aids) by customers with disabilities to access our services. Our staff is trained to assist customers who use assistive devices.
- Service Animals: We welcome people with disabilities and their service animals in areas of our premises that are open to the public, where applicable. Employees and contractors are trained on how to interact with individuals who are accompanied by service animals.
- Support Persons: Any person with a disability who is accompanied by a support person will be allowed to have that person accompany them while accessing our services. We will not charge support persons any fees to access services on behalf of the individual they are supporting.
4. Training
We provide accessibility training to all employees, contractors, and volunteers who interact with the public or act on behalf of Qvelo. The training includes:
- An overview of the purpose and requirements of applicable accessibility laws.
- How to interact and communicate with people with various types of disabilities.
- How to accommodate individuals with assistive devices, service animals, and support persons.
- How to offer assistance if a person with a disability has difficulty accessing our services.
- Instruction on what to do if a person with a disability requests an accessible format of information or requires an alternative communication method.
- Training will be provided during onboarding for new employees and updated regularly as policies or laws change.
5. Feedback Process
We welcome feedback on the accessibility of our services. Feedback can be submitted by:
- Form: Use the form below.
- Mail:
Accessible Customer Service Policy
Qvelo Corporation
200-195 Colonnade Road, Ottawa ON Canada K2E 7J5
Feedback is accepted in various formats (e.g., written & electronic) to accommodate the preferences of individuals with disabilities. Once feedback is received, we will acknowledge it and take appropriate action to address any concerns or suggestions for improvement. We aim to respond within [insert time frame] days of receiving feedback.
6. Accessible Formats and Communication Supports
Upon request, Qvelo will provide or arrange for accessible formats and communication supports for people with disabilities in a timely manner, at no additional cost. These formats will be tailored to the individual’s needs and preferences, whether for customer service inquiries, billing, or general information.
7. Temporary Disruptions
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, we will promptly notify those affected. Notices will include information about:
- The reason for the disruption.
- The estimated duration of the disruption.
- A description of any alternative services or facilities available, if applicable.
Notice will be provided via our website, email notifications, or posted signage at the location of the disruption.
8. Modifications to this Policy
We are committed to continually improving accessibility and making our services more inclusive.
Therefore, we reserve the right to modify this policy as necessary to ensure compliance with updated accessibility standards and regulations.
When changes are made, they will be communicated to all employees, and the revised policy will be made available on our website. Feedback on proposed changes is always welcome.
9. Questions About This Policy
This policy is available in accessible formats upon request. If you have any questions about this Accessible Customer Service Policy or would like to request additional information, please contact us at:
- Mail:
Accessible Customer Service Policy
Qvelo Corporation
200-195 Colonnade Road, Ottawa ON Canada K2E 7J5