Accessibility Policy
CUSTOMER SERVICE POLICY
Accessibility for Ontarians with Disabilities Act, 2005
Our Mission
Walden International School is dedicated to cultivating and preparing principled, compassionate and confident young women and men who will become globally responsible citizens. Our balanced world class education, with a unique focus on wellness, fosters respect and harmony for self and with others; and, empowers students to imagine, explore and achieve a peaceful and sustainable future. We are committed to the provision of services to people with disabilities in a manner consistent with the principles of dignity, independence, integration, and equal opportunity.
Our Commitment
In fulfilling our mission, Walden International School strives at all times to provide its services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
Providing Goods and Services to People with Disabilities
Walden International School is committed to excellence in serving all customers including people with disabilities in the following areas:
Communication | We communicate with people with disabilities in ways that take into account their disability. We train staff and volunteers who communicate with customers on how to interact and communicate with people with various types of disabilities.
Telephone services | We are committed to providing fully accessible telephone service to our customers. We train staff and volunteers to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We offer to communicate with customers by email or by mail if telephone communication is not suitable to their communication needs or is not available.
Assistive devices | We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We ensure that our staff and volunteers are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.
Billing | We are committed to providing accessible invoices to all of our customers. For this reason, invoices are provided in the following formats upon request: hard copy, large print, e-mail. We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.
Use of Service Animals and Support Persons
We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
We are also committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Walden International School’s premises with their 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.
Notice of Temporary Disruption
Walden International School will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at all public entrances on our premises.
Training for staff
Walden International School provides training to all employees, volunteers, contractors, and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. This training is provided as soon as possible after staff/volunteers commence their duties.
Staff and volunteers will be trained on policies, practices and procedures that affect the way services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures. The amount and format of training will depend on the person’s interaction with customers. A record of training received by staff and volunteers will be kept in the Human Resources Department.
Feedback Process
The ultimate goal of Walden International School is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome. Feedback regarding the way Walden International School provides services to people with disabilities can be made by email, verbally, or feedback card. All feedback will be directed to the Administration. Customers can expect to hear back in three (3) business days.
Modifications to this Policy
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Walden International School that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Questions about this Policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question or requires clarification about the policy please contact the Administration of Walden International School.