Accessible Service Policy

1. POLICY

ADT and Protectron Security Services strive to deliver security products and services in a way that respects the dignity and independence of people with disabilities. We are committed to ensuring everyone has the same opportunity to access our offerings and benefit from the same services, in the same place, and in a similar way.

ADT and Protectron support the full inclusion of persons with disabilities as set out in the Canadian Charter of Rights and Freedoms, Ontario Human Rights Code, the Ontarians with Disabilities Act (ODA), 2001 and the Accessibility for Ontarians with Disabilities Act (AODA), 2005. Accessibility standards will set requirements in a number of other key areas and will be reviewed regularly and new requirements may be added over time. When new or revised standards are developed under the AODA or other body, this policy will be reviewed and updated as necessary to ensure consistency.

The policy is intended to benefit the full range of persons with disabilities, as defined in the Ontario Human Rights Code. Whether a person’s disability is apparent or not, everyone should be treated with courtesy, made to feel welcome, and have their need for accommodation respected whenever they interact with ADT and Protectron Security Services across the country.

This policy is available in alternate formats upon request.

2. PURPOSE

Management at each operating unit is responsible for the implementation of and compliance with this Policy and applicable federal, provincial, and local laws. Further, Management shall provide leadership regarding this Policy, and shall make all Associates at each operating unit aware of the Policy and ADT and Protectron’s commitment to providing goods and services to people with disabilities. Management and Human Resources will provide guidance and assistance to the operating units in fulfilling the intent of this Policy.

3. APPLICABILITY

This policy applies to all Associates who service customers in Ontario as well as its agents, consultants, guests, customers, vendors, and other non-employees including applicants for employment with the Company.

4. PROCEDURES

4.1. Providing goods and services to people with disabilities

ADT and Protectron are committed to excellence in serving all customers, including people with disabilities, and we will carry out our functions and responsibilities in the following areas:

4.1.1. Communication

We will communicate with people with disabilities in ways that take into account their disability. This means staff will communicate in a means that enables persons with disabilities to communicate effectively for purposes of using, receiving and requesting ADT and Protectron goods, services and when requiring facility access.

We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

4.1.2. Telephone services

ADT and Protectron are committed to providing fully accessible telephone service to our customers. We will offer to communicate with customers by TTY or Language Line interpretation services.

Our staff will communicate with customers over the telephone clearly and slowly, using clear and plain language. If telephone communication is not suitable to their communication needs, or if it is not available, we will offer to communicate by email or other written methods.

4.1.3. Assistive devices

ADT and Protectron are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services remotely, in electronic environments or when they might be visiting our facilities.

We will also ensure that the staff have the resources available to them with the required understanding to use the assistive devices available on our various premises for customers.

4.1.4. Billing

We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, PDF and e-mail. Scale may be modified in an electronic format.

We will answer any questions customers may have about the content of the invoice in person, by telephone at 1.888.298.0750, by e-mail at arenglish@adt.ca or carfrancais@adt.ca, or through the Contact Us page on our web site at www.adt.ca.

4.2. Use of service animals and support persons

ADT and Protectron 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 will 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 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 ADT and Protectron’s premises with his or her 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.

4.3. Notice of temporary disruption

ADT and Protectron 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 and service counters on our premises. Where applicable it may be posted on internal and/or external web portals.

4.4. Training for staff

ADT and Protectron will provide training to all employees, contractors, volunteers 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 will be provided within the regular onboarding processes of each function but no longer than 3 months after staff commence their duties.

Training will include the following:

  • The purposes 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
  • Use of any assistive equipment that may be available to them in their facility or that may be useful with the provision of goods or services to people with disabilities.
  • What to do if a person with a disability is having difficulty in accessing ADT’s or Protectron’s services
  • ADT and Protectron’s policies, practices and procedures relating to the customer service standard

ADT and Protectron staff, or those otherwise engaged by ADT to perform any functions, will be trained on an ongoing basis when changes are made to these policies, practices and procedures.

4.5. Feedback process

The ultimate goal of ADT and Protectron 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 and appreciated.

Feedback regarding the way ADT provides goods and services to people with disabilities can be made by either verbal expression at your local office, e-mail to accessibility@adt.ca or online through the Contact Us page on our web site at http://www.adt.ca. If one of these methods is not suitable, customers may request another method. Privacy will be respected and all feedback will be reviewed for possible action that can be taken to improve the ministry of services.

All feedback will be directed to and managed by the human resources group in Canada who may choose to engage location specific representation or follow their defined escalation path as required by any instance.

Where possible, complaints will be addressed immediately. However, some complaints may require more effort to address, and must be reviewed for action, possibly at a higher level.

Customers can expect an acknowledgement of the complaint within 5 business days. The acknowledgement will indicate when the matter will be addressed and when the customer will be notified. Follow up with any required action will be noted within the acknowledgement. ADT and Protectron will endeavour to ensure that all feedback/responses be in a format that is accessible to the complainant.

4.6. Modifications to this or other policies

ADT and Protectron are committed to developing customer service policies, practices and procedures 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 ADT or Protectron that do not respect and promote the dignity, independence, integration and equal opportunity of persons with disabilities will be modified or removed.

4.7. Questions about this policy

This policy exists to ensure we provide service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation can be provided for:

Associates (Internal) by contacting your local Human Resources Link, Management Team or corresponding to accessibility@adt.ca.

Customers (External) by corresponding to accessibility@adt.ca where they can expect to have the same experience as outlined in 4.5 Feedback Process above.