Customer Service Statement

Providing Goods and Services to People with Disabilities

Sudbury Credit Union strives at all times to provide its products and services in a way that respects the dignity and independence of people with disabilities.  We are committed to giving people with disabilities the same opportunity to access our products and services and allow them to benefit from the same services, in the same place and in a similar way as other member owners.

This policy explains some of the things that Sudbury Credit Union has done to ensure individuals can use our products and services without barriers.  At the same time, individuals may have other needs that may need to be considered on a case-by-case basis.  This policy sets out a process to notify Sudbury Credit Union about these situations so that we can work with member owners to make our products and services accessible.

Principles

The following principles will guide Sudbury Credit Union in making its processes accessible:

Products and services should be provided in a manner that respects the dignity and independence of member owners.

• Products and services should be provided in a manner that fosters physical and functional access to Sudbury Credit Union and promotes the inclusion, and full participation of member owners and potential member owners.
• All persons within our Bond of Association should be given equal opportunity to obtain, use, and benefit from Sudbury Credit Union’s products and services.  Where required, individualized accommodation will be provided, short of undue hardship.

Sudbury Credit Union is committed to excellence in serving all member owners and will carry out our functions and responsibilities as outlined in the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) in the following areas:

1. Communication

We will communicate with people with disabilities in ways that take into account their disability.  We will train our staff who communicate with our member owners to interact and communicate with people with various types of disabilities in a manner that respects the needs of the individual.

2. Telephone Services

We are committed to providing fully accessible telephone service to our member owners.  We will train our staff to communicate with customers over the telephone in clear and plain language.

3. Assistive Devices

Sudbury Credit Union recognizes that some individuals require the use of support services to assist with daily needs including communication or mobility devices.  Sudbury Credit Union will work to accommodate such services but will not generally arrange for them.  As these needs are brought to our attention, we are committed to familiarizing our staff with the assistive devices that our member owners require in order to access our products and services.  Requests for accommodation should be forwarded to the Human Resources department.

4. 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. While conducting business, it is the responsibility of the person with a service animal to control the animal at all times.

We will ensure that staff, 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.  At no time will a person with a disability who is accompanied by a support person be prevented from having access to his/her support person while on our premises.  Fees will not be charged for support persons.

5. Notice of Temporary Disruption

Sudbury Credit Union will make reasonable effort to provide member owners 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, on our web page, and telephone message.  In order to make information accessible the signs and printed notices should be clearly laid out, of sufficient size, and easily readable.

6. Training for Staff

Sudbury Credit Union will provide training to all personnel who deal with the public and all those who are involved in the development and approval of policies, practices, and procedures.  Individuals in the following positions will be trained:  Senior Managers, Middle Managers, Administrative Support, Supervisors, Financial Service Representatives, Member Service Representatives, and Board of Directors. Training will be completed with each new employee during the first month of employment. 

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.
• How to initiate the automatic door device, how to contact Bell Telephone Relay services.
• What to do if a person with a disability is having difficulty in accessing Sudbury Credit Union’s products and services.
• Sudbury Credit Union’s policies, practices, and procedures relating to the customer service standard.

Applicable staff will be trained on policies, practices and procedures that affect the way products and services are provided to people with disabilities.  Staff will be trained on an ongoing basis when changes are made to these policies, practices, and procedures.

7. Feedback Process

The ultimate goal of Sudbury Credit Union is to meet and surpass member expectations while serving member owners with disabilities.  Comments on our service regarding how well those expectations are being met are welcomed and appreciated.

Feedback regarding the way our products and services are delivered to people with disabilities can be made by email, verbally, suggestion box, and over the phone.  All feedback will be directed to the Human Resources department.  Member owners can expect to hear back within two business days, upon receipt of the feedback.

8. Modifications

We are committed to developing member 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.

9. Questions about this policy

This policy exists to achieve service excellence to member owners with disabilities.  If anyone has a question about the policy, or if the purpose of this policy is not understood, an explanation will be provided by Human Resources department.