Accessibility Standards and Customer Service Policy
The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) was passed by the Ontario legislature with the goal of creating standards to improve accessibility across the province.
Cornwall Gravel Company Limited, Grant Ready Mix Limited and RJ Bender Company Limited (CGC, GRM, RJB) shall use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles;
- Persons with disabilities will be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.
- Persons with disabilities may use assistive devices and/or support persons in the access of goods and services.
- CGC, GRM, RJB employees when communicating with a person with a disability shall do so in a manner that takes into account the person’s disability.
This policy shall apply to every person who deals with members of the public or other third parties on behalf of CGC, GRM and RJB.
CGC, GRM, RJB shall, upon request, supply a copy of the policies, practices and procedures required under the Ontario Regulation 429/07 – Accessibility Standards for Customer Service to any person.
Review and Amendments
Review and amendments shall take place on an ongoing basis, and at a maximum interval of every two years.
Feedback from our customers provides CGC, GRM, RJB with opportunities to learn and improve. CGC, GRM, RJB recognizes the right of our customers to make a complaint, compliment or make suggestions on ways to improve our services.
To assist CGC, GRM, RJB in ensuring that the delivery of goods and service to those with disabilities is provided in an effective and timely manner, the customer is invited to provide their feedback as follows:
In writing, in person, e-mail, or telephone, addressed to:
P.O. Box 67
390 Eleventh St W.
Cornwall, Ontario K6H 5R9
Phone: (613) 932-6571 Ext. 237
Fax: (613) 937-3634
All complaints will be investigated and responded to.
Service Animals and Support Persons
- CGC, GRM, RJB employees shall use reasonable efforts to allow persons with disabilities to use their own assistive devices to access goods and/or services when entering the Main Office or Dispatch Office. Due to safety concerns all customers including those with disabilities entering any quarry is not allowed to out of their vehicles.
- CGC, GRM, RJB employees shall allow persons with disabilities to be accompanied by their guide dog or service animal unless the animal is excluded by law.
- When a service animal is unruly or disruptive (jumping on people, biting, or other harmful behaviour) an employee may ask the persons with disability to remove the animal from the area or refuse access to goods or services. In this event, other reasonable arrangements to provide goods or services shall be explored with the assistance of the person with a disability.
- Persons with disabilities may be accompanied by their support person while accessing goods and/or services.
- Every person who deals with the public on behalf of CGC, GRM, RJB must complete training in relation to this Policy.
- New employees shall receive training as soon as “practicable”, after being assigned.
- Ongoing training on changes to policies, procedures, and new equipment shall be provided.
- Training records shall be kept, including the dates when the training is provided.
Best Practices and Procedures
Most orders for our products are called into our dispatch office. The order is relayed to the quarry or concrete plant and is delivered to the customer’s address. In the event that they would pick up material from our quarry, no one is allowed to disembark from their vehicle due to safety issues. They must drive up the scales where an employee will give them instructions on how to get the material needed. At all times the personnel will conduct themselves with the utmost respect for any person with a disability.
Providing Customer Service for Persons with Disabilities
Best practices and procedures for Customer Service for Physical Disabilities:
There are many types and degrees of physical disabilities, and not all require a wheelchair. It may be difficult to identify a person with a physical disability.
- Speak normally and directly to your customer. Don’t speak to someone who is with them
- People with physical disabilities often have their own way of doing things. Ask before you help.
- Wheelchairs and other mobility devices are part of a persons personal space, don’t touch, move or lean on them
- Keep entrances free of clutter
- If a counter to too high or wide, step around it to provide service
- Provide seating for those that cannot stand in line
- Be Patient. Customers will identify their needs to you.
Best practices and procedures for Customer Service for Hearing Impaired:
- Attract the customer’s attention before speaking. The best way is a gentle touch on the shoulder or gently waving your hand
- Always ask how you can help. Don’t shout. Speak clearly
- Be clear and precise when giving directions, and repeat or rephrase if necessary. Make sure you have been understood
- Face the person and keep your hands and other objects away from your face and mouth
- Deaf people may use a sign language interpreter to communicate- always direct your attention to the Deaf person –not the interpreter
- If the person uses a hearing aid, try to speak in an area with few competing sounds
- If necessary, write notes back and forth to share information
- Don’t touch service animals – they are working and have to pay attention at all times
Best practices and procedures for Customer Service for Deaf-Blindness Impaired:
Most people who are deaf-blind will be accompanied by a professional (Intervener) who helps with communicating.
- Do not assume what a person can or cannot do. Some people who are deaf-blind have some sight or hearing, while others have neither.
- A customer who is deaf-blind is likely to explain to you how to communicate with them or give you an assistance card or a note explaining how to communicate with them
- Do not touch or address the service animals – they are working and have to pay attention at all times
- Never touch a person who is deaf-blind suddenly or without permission unless it’s an emergency
- Understand that communication can take some time- be patient.
- Direct your attention to your customer, not the Intervener.
Best practices and procedures for Customer Service for Vision Disabilities:
Vision disabilities may restrict your customers’ abilities to read signs, locate landmarks or see hazards. In some cases, it may be difficult to tell if a person has a vision disability, while others may use a guide dog and/or white cane.
- Verbally identify yourself before making physical contact
- If the person uses a service animal- do not touch or approach the animal- it is working.
- Verbally describe the setting, form, location as necessary
- Offer your arm to guide the person. Do not grab or pull.
- Never touch your customer without asking permission, unless it is an emergency
- Don’t leave your customer in the middle of a room. Show them to a chair, or guide them to a comfortable location
- Don’t walk away without saying good-bye
Best practices and procedures for Customer Service with Intellectual or Developmental Disabilities:
As much as possible, treat your customers with an intellectual or developmental disability like anyone else. They may understand more than you think, and they will appreciate your treating them with respect.
- Do not assume what a person can or cannot do
- Use clear, simple language
- Be prepared to explain and provide examples regarding information
- Remember that the person is an adult and unless you are informed otherwise, can make their own decisions
- Be patient and verify your understanding
- If you can’t understand what is being said, don’t pretend. Just ask again
- Provide one piece of information at a time
- Speak directly to your customer, not to their companion or attendant
Best practices and procedures for Customer Service with Speech Disabilities:
Some people have problems communicating. It could be the result of cerebral palsy, hearing loss, or another condition that makes it difficult to pronounce words, causes slurring or stuttering, or not being able to express oneself or understand written or spoken language. Some people who have severe difficulties may use communication boards or other assistive devices.
- Where possible, communicate in a quiet environment
- Give the person your full attention. Don’t interrupt or finish their sentences.
- Ask them to repeat as necessary, or to write their message.
- If you are able, ask questions that can be answered ‘yes’ or ‘no’
- Verify your understanding
- Patience, respect and willingness to find a way to communicate are your best tools
Best practices and procedures for Customer Service with Learning Disabilities:
- Learning disabilities are generally invisible and ability to function varies greatly
- Respond to any requests for verbal information, assistance in filling in forms, etc. with courtesy.
- Allow extra time to complete tasks if necessary.
Best practices and procedures for Customer Service with Mental Health Issues:
- Treat each person as an individual. Ask what would make him/her the most comfortable and respect his/her needs to the maximum extent possible.
- Try to reduce stress and anxiety in situations.
- Stay calm and courteous, even if the customer exhibits unusual behaviour, focus on the service they need and how you can help.
Disabilities are not always visible or easy to distinguish.
Failure to comply with this policy may result in disciplinary action
For More Information
To review the Accessibility for Ontarians with Disabilities Act, Ontario Regulation 429/07 in its entirety, please visit:
For additional information visit the Ministry of Community and Social Services (MCSS) website at:
For more information regarding preferred language when dealing with people with disabilities, please visit: