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Accessible Customer Service Policy Statement

The purpose of this policy statement is to communicate BiddingoWest’s commitment to providing services in a manner that respects the dignity and independence of persons with disabilities and promotes the principles of integration and equal opportunity.

BiddingoWest.com will review and modify any of its policies, procedures, practices or programs that are not consistent with this commitment.

1. Policy

1.1. Communication and Feedback Response Process

Employees of BiddingoWest.com will communicate with people with disabilities taking into account their disability. BiddingoWest.com is committed to providing fully accessible customer service and open to receiving all comments suggestions and complaints via our mailing address: 1210 Sheppard Ave, East, Suite 305
Toronto, Ontario
M2K 1E3
Canada
, telephone 416-756-0955, and website comment form at Contact us.

1.2. Assistive Devices

At BiddingoWest, persons with disabilities are welcome to use their assistive devices.

1.3. Service Animals

At BiddingoWest, persons with disabilities are welcome to use a service animal except where prohibited by the law.

1.4. Support Persons

At BiddingoWest, support persons are welcome to assist persons with disabilities.

1.5. Notice of Service Disruptions

BiddingoWest.com is committed to providing customers with timely notification of temporary and extended service disruptions. Service disruptions will be posted on the home page of our website (www.BiddingoWest.com) and/or email notification will be sent to the email address registered to the account, and/or you can call at 416-756-0955.

1.6. Training

All employees of BiddingoWest.com who provide direct service to customers, as well as others who provide direct service to customers on BiddingoWest.com’s behalf or who are involved in developing customer service policies, procedures, practices or programs, receive customer service training.

All customer service training includes as a minimum:

  • An overview of the purpose of the Accessibility for Ontarians with Disabilities Act (AODA), the requirements of Ontario Regulation 429/07 (Customer Service Standard), and TTC policies, procedures and practices relating to the provision of services to people with disabilities.
  • Instruction on how to interact and communicate with people with various types of disabilities.
  • Instruction on interacting with people with disabilities who use assistive devices or require the assistance of a service animal or support person.
  • Instruction on the use of accessibility equipment or devices such as lifts, ramps, securement systems, elevators and escalators, etc.
  • Instruction on what to do if a person with a disability is having difficulty accessing BiddingoWest.com’s services.

All new front-line employees involved in the provision of customer service receive customer service training prior to assuming the duties and responsibilities of their jobs and at least once every five years thereafter. Others involved in the provision of customer service on BiddingoWest.com’s behalf and/or involved in developing BiddingoWest.com’s customer service policies, procedures, practices or programs, also receive customer service training prior to carrying out their customer service role(s) for BiddingoWest.com. Moreover, changes to customer service-related policies, procedures, practices or programs are communicated on a regular basis.

The modes of accessible customer service training used by BiddingoWest.com consist of on-line training, and in class training modules which include print materials.

1.7. Notice of Availability of Documents

This policy statement describes BiddingoWest.com’s customer service policies, practices and procedures on the provision of services to people with disabilities.

In addition to this web version of BiddingoWest.com’s policy statement, the Statement and all other documents required by the Customer Service Standard pertaining to BiddingoWest.com’s policies, practices and procedures on the provision of services to persons with disabilities) can also be obtained by contacting BiddingoWest.com’s Customer Service at 416-756-0955 or at info@biddingowest.com.

This documentation will be made available upon request to customers with disabilities in a format that takes into account their disability. The length of time it will take to provide information in alternative formats will depend on the format requested. Every effort will be made, however, to process requests in a timely fashion.

2. References

Ontario Regulation 429/07, Accessibility for Ontarians with Disabilities Act (2005).