Accessible Customer Service Plan

VVC is committed to excellence in serving all clients including people with disabilities.

Assistive Devices
We will ensure that our staff members are trained and familiar with various assistive devices that may be used by clients or audience members while accessing our services.

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.

Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, VVC will notify clients promptly.

Training for Staff
VVC will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.
AODA training was completed for current VVC staff on October 4, 2011.
Training for new staff will be completed within 6 months of their hire date.

Training Includes:
• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• VVC’s plan related to 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 use the various types of devices (e.g. TTY, wheelchair lifts, etc) available on-site or otherwise that may help with providing goods or services to people with disabilities Staff will also be trained when changes are made to the AODA.

Feedback Process
Clients who wish to provide feedback on the way VVC provides goods and services to people with disabilities can notify us through email or by telephone.