Accessible Customer Service Policy (Ontario)

Sterling Crane is committed to excellence in serving all customers and all employees of its customers, including people with disabilities. Sterling Crane will provide accessible customer service in a way that respects the dignity, equality and independence of people with disabilities. Sterling Crane is committed to compliance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Accessibility Standard for Customer Service.

Sterling Crane will communicate with people with disabilities in ways that take into account their disability. To do this, we will teach employees of Sterling Crane who interact with our customers and members of the public how to interact and communicate with people with various types of disabilities.

Requests by persons with disabilities for alternative methods of communication will be fulfilled as promptly as feasible.

Our employees will be able to help customers with disabilities navigate within our facilities as requested and/or as allowed by the individual using an assistive device, taking into consideration and respecting the dignity and independence of the individual.

Sterling Crane welcomes people with disabilities who are accompanied by a service animal on the parts of our premises which are open to the public. Unless prohibited by law or a safety concern, the service animal may stay with the individual at all times.

Any person with a disability who is accompanied by a support person will be allowed to enter the company 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.

Sterling Crane will provide training to our employees who deal with the public, Sterling Crane’s customers or potential customers, or other third parties on Sterling Crane’s behalf. Training will be provided to all regular, part-time and temporary employees who interact with the public; management employees; and persons who develop Sterling Crane’s policies, practices and procedures governing the provision of services to members of the public or third parties.

The goal of the training will be to ensure that our employees interact and communicate appropriately with individuals with various disabilities.

Training will include:

An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;

Sterling Crane’s 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;

What to do if a person with a disability is having difficulty accessing Sterling Crane’s goods and services

Employees will be trained when they are hired or placed into a position where they interact with members of the public or Sterling Crane’s customers, and will be re-trained when changes are made to the Policy and Plan. The training will be provided to staff within 30 days of their date of hire or change in position.

Records of all training provided under this Policy and Plan will be retained within their employee file and within Sterling’s Passport system.

Sterling Crane aims to meet and exceed our customer expectations in all ways, including when we provide services to customers with disabilities.

Customer feedback regarding the way our company provides services to people with disabilities may be made by mail, e-mail and telephone.

Sterling Crane can be reached by:

Box 8610, Stn. South
Edmonton, AB T6E 6R2

Phone: (780) 440-4434

or by filling out the form below.

All feedback, including complaints, will be directed to Sterling Crane’s Vice President Risk Management Matters which require action on the part of Sterling Crane will be referred to the appropriate person.

Sterling Crane endeavours to respond to all complains with 7 days.

To obtain a copy of the Policy and Plan, please contact Sterling Crane’s Vice President Risk Management

Sterling Crane will provide this Policy and Plan in a format that recognizes the disability of the person requesting it.

Any Policy and Plan of Sterling Crane that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.