OSMT Customer Service Policy for Providing Goods and Services to People with Disabilities
Policy and Procedures:
The OSMT is committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place, and in a similar way as other customers.
The OSMT is committed to excellence in serving all customers including people with disabilities and we will carry out our functions in the following areas:
We will communicate with people with disabilities in ways that take into account their disability.
We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
Communications and information will be adjusted according to the needs of the person with the disability.
The Customer Service Policy will be posted on the OSMT’s website and will be available in other formats upon request.
b) Telephone services
We will provide fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by email or letter if telephone communication is not suitable to their communication needs or is not available.
c) Assistive devices
d) Medical Laboratory Assistant/Technician (MLA/T) Certification Exam Candidates
We will provide reasonable accommodation to people with disabilities who qualify to write the OSMT MLA/T exam. In this respect, the candidates are requested to make known the nature of their disability to the OSMT Exam Co-ordinator no less than sixty (60) days prior to the exam sitting. In cases where the disability is non-visible, recommendations for special accommodation will be required from the candidate’s healthcare provider.
Candidates will be notified individually as to the accommodations that will be made by the OSMT in order to facilitate their needs.
Security for the confidential content of the MLA/T exam will be taken into account when determining what special accommodations can be made for exam candidates.
Special circumstances are routinely documented by the OSMT office.
Use of service animals
We will welcome 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 will welcome 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 the OSMT’s premises with his or her support person. In the event that a customer with a disability who requires a support person is writing the OSMT MLA/T examination, an alternate support person may be provided by the OSMT. This decision will be at the discretion of the OSMT and will be based on the need to maintain confidentiality and the security of the OSMT MLA/T exam.
Notice of temporary disruption
The OSMT will provide customers with notice in the event of a planned disruption in the facilities or services usually used by people with disabilities. In the event of an unexpected disruption in facilities, every effort will be made to provide adequate notice to customers with disabilities. The notice will be placed at public entrances, on service counters on our premises, and will be posted on the OSMT’s website.
The OSMT will provide training to employees, 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 approval of customer service policies, practices, and procedures.
The goal of the OSMT is to meet 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 OSMT provides goods and services to people with disabilities can be made by mail, telephone, fax, email or any other means that is convenient for the person providing feedback. All feedback will be directed to the Executive Director. Customers can expect to hear back in five business days. Complaints will be addressed according to the OSMT’s established complaint management procedures.
Modifications to this or other policies
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 the OSMT 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 about the policy, or if the purpose of a policy is not understood, an explanation will be provided by:
234 Eglinton Avenue East, Suite 402
Toronto, ON M4P 1K5
Phone: 416-485-6768 or 1-800-461-6768
This is an abbreviated version of the policy.