Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

HME Ltd is committed to excellence in serving all its customers, especially those with disabilities. This commitment is a foundation of our Company Mission Statement striving for service excellence and maximizing our clients independence.

Assistive Devices

Our staff are trained and familiar with all assistive devices that may be used by customers with disabilities while accessing our services.

Communication

We will communicate with people with disabilities in a manner that takes into consideration their needs. We will accommodate an alternative accessible format of communication for receiving and responding to customer feedback.

Service Animals

We welcome persons with disabilities who are accompanied by a service animal or support person in all areas of our premises. Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of the support person.

Notice of Temporary Disruption

In the event of a planned or unexpected service disruption to services usually used by persons with disabilities, HME Ltd will post a notice indicating the reason and anticipated timeframe for the disruption and a description of alternative facilities or services if available. The notice will be posted on site and to our website at www.hmemobility.com

Training for Staff

HME will provide training to all employees who deal with the public on its behalf. All HME staff will be trained on the Customer Service Standard. Training will be provided within three months of hire and on a continual basis as required.

Training will include the following:

• An overview of the Accessibility for Ontarians with Disabilities Act 2005 and the requirements of the customer service standard.
• How to interact and communicate with persons with various types of disabilities
• How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person
• How to use equipment or devices that may help with providing services to people with disabilities
• What to do if a person with a disability is having difficulty in accessing the service or information provided by HME

Feedback Process
HME welcomes feedback that is positive or offers ways to improve our services to people with disabilities. Feedback may be given verbally, by e-mail or by fax. All feedback will be responded to within 30 days.

Feedback should be directed to:
HME Ltd
77 St. Regis Cres. S
Toronto, ON
M3J 1Y6
Phone: (416) 633-9333
Fax: (416) 633-5640
E-mail: sales@hmemobility.com