Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Kastl & Zuch Plumbing & Heating Ltd. is committed to excellence in serving all customers including people with disabilities.

Assistive Devices

We will allow all types of assistive devices in our workplace.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Service Animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Training

Kastl & Zuch Plumbing & Heating will provide training to all Office Staff, Plumbers, Apprentices & Labourers.

Training will include:

• 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 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
• How to assist people with disabilities who need help accessing our goods or services

Feedback Process

Customers who wish to provide feedback regarding the way Kastl & Zuch Plumbing & Heating provides goods and services to people with disabilities can provide feedback in the following way: by phone, by mail, email or in person.

All feedback, including complaints, will be discussed with customers and they can expect to hear back from our office within 3 days.

Our Accessible Customer Service Plan will be posted on our website as well as in our Staff Lunch Room.

Any policy, practice or procedure of Kastl & Zuch Plumbing & Heating that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.