Cardel Customer Service Policy



Cardel is committed to diversity, inclusion and accessibility in everything we do. These core values are fundamental to the way we do business and come through in the experiences we build for people. With this in mind, we are continuously taking steps to improve the overall accessibility of the Cardel experience.

In compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Cardel Homes Inc. (“Cardel”) wishes to make available our customer service policy:

Our Commitment

It is the policy of Cardel that all of our locations are committed to providing accessibility and equitable customer service to each and every one of our diverse and valued customers. We strive to design and operate our spaces so that they are accessible to all persons with disabilities, and we are committed to providing services in a manner that respects the dignity and independence of persons with disabilities.

Scope of Policy

This policy applies to all employees of Cardel in Ontario. This policy applies not only during working time, but to any activities on or off Cardel premises which could reasonably be associated with the workplace.

Principles

Cardel will provide exceptional customer service to all its clients, third parties and members of the public.

Reasonable efforts will be made to ensure that:

  • Persons with disabilities are provided equal opportunity to obtain, use and benefit from the services/products of Cardel Homes.
  • Services/products are provided in a manner that respects the dignity and independence of persons with disabilities.
  • Services allow people with disabilities to fully benefit from the same services/products, in the same place and in the same or similar way as other persons.
  • ommunications with a person with a disability are conducted in a manner that takes the person’s disability into account.
  • Persons with disabilities may use assistive devices, service animals and support persons as is necessary to access services/products of Cardel Homes, unless superseded by other legislation.

Definitions

Definition of people with disabilities: The definition recognizes visible and non-visible disabilities and includes any degree of physical disability, vision, sensory, intellectual or developmental, learning, mental health disabilities and multiple disabilities.

Barrier: A barrier is anything that stops a person with a disability from fully taking part in society because of that disability. A barrier may be:

  • Physical or structural (stairs, doorways, the width of hallways and even room layout);
  • Information and communications (small print size, low colour contrast between text and background, confusing design of printed materials and unclear language);
  • Technology (or lack of it);
  • Systemic (denying access to someone with a service animal)

Assistive Devices: Assistive devices are technical aids, communication devices, or medical aids modified or customized, that are used to increase, maintain, or improve the functional abilities of persons with disabilities in seeing, hearing, speaking, mobility, walking, breathing, performing manual tasks, learning, working or self-care.

Guide dog: A guide dog, as defined in section 1 of the Blind Persons Rights’ Act, is a dog trained as a guide for a person who is blind and having qualifications prescribed by the regulations under the Blind Persons’ Rights Act.

Service animal: A service animal means any animal used by a person with a disability for reasons relating to their disability. It may be readily apparent that the animal is used by the person for reasons relating to his or her disability or the person may provide a letter from a physician or nurse confirming that he or she requires the animal for reasons relating to his or her disability, or the person may provide a valid identification card or a certificate of training from a recognized guide dog or service animal training school.

Support Person: A support person is a person who accompanies a person with a disability for the purpose of assisting them with communication, mobility, personal care, medical needs or with access to goods or services.

Providing Goods and Services

Communication
Cardel will communicate with persons with disabilities in ways that take into account their disability.

Cardel will train employees who communicate with clients as to how to most effectively interact and communicate with persons with various types of disabilities.

Telephone Service
Cardel is committed to providing fully accessible telephone service to our clients. Cardel will train employees to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly.

Cardel will offer to communicate with clients by e-mail, fax or letter if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices
The use of assistive devices by persons with disabilities to obtain, use or benefit from Cardel Homes’ services/products is recognized unless otherwise prohibited due to health and safety or privacy issues.

When applicable, assistive devices owned and operated by Cardel Homes will be made available for use by persons with disabilities.

It is the responsibility of the person with a disability to ensure that his/her assistive device is operated in a safe and controlled manner at all times.

Service Animals
Persons with disabilities may enter any Cardel premises accompanied by a service animal and keep the animal with them, if the public has access to such premises, and the animal is not otherwise excluded by law. While visiting Cardel, it is the responsibility of the person with a service animal to control the animal at all times. When visiting Cardel show homes, it is the responsibility of the person with a service animal to ensure the paws of service animals are clean before entering.

In the event a Cardel employee or customer is allergic to animals, alternative arrangements will be negotiated.

Support Persons
Persons with disabilities may enter Cardel premises accompanied by a support person and may have access to that support person at all times.

Cardel may require a person with a disability to be accompanied by a support person while on Cardel premises or on construction sites in situations where it is necessary to protect the health and safety of the person with a disability, or the health and safety of others.

Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.

Notice of Temporary Disruption

Cardel will make reasonable effort to provide customers with notice in the event of a disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, and its anticipated duration, and a description of alternative facilities or services, if available. We may not be able to give advance notice in case of an emergency disruption.

In order to make information accessible, the signs and printed notices should be clearly laid out. The signs and printed notices will be displayed prominently at the entrance of any Cardel office, sales centre, show home or home under construction.

Training for Employees

Cardel will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Service. In addition, training will be provided on a continuous basis to all newly hired employees of Cardel as part of our onboarding process.

A record of training received by Cardel employees will be kept by the HR department. Training will include:

  • The purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
  • The requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/08);
  • Information about Cardel policies and procedures pertaining to the provision of Cardel goods & services to persons with disabilities;
  • How to interact and communicate with persons with various types of disabilities;
  • What to do if a person with a disability is having difficulty accessing a Cardel location;
  • How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person.

Feedback Process

Cardel welcomes feedback, including feedback about the delivery of our services to persons with disabilities. Cardel will investigate and respond to all complaints relating to such services in a timely, thorough and objective manner. All customers can submit feedback or questions to 613.820.1959 or by email at ottawainfo@cardelhomes.com .

Modifications to This or Other Policies

Cardel is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Cardel retains the right to amend or change this policy at any time; however, any such change will only be made after considering the impact on people with disabilities.