Accessible Customer Service Plan
Providing Goods and Services to People with Disabilities
World-Link Communications Inc., ("WORLD-LINK") is committed
to excellence in serving all customers including people with disabilities.
Assistive devices
We will ensure that our staff are trained and familiar with various
assistive devices that may be used by customers with disabilities
while accessing our services, including and not limited to guide dogs
and support person.
Communication
We will communicate with people with disabilities in ways that take
into account their disability. Please note that our office is located
on the second floor and there is not any elevator service, our Customer
Service Representatives are trained to help customers over the phone
for all of our products. Product informations and Terms and Conditions
can also be found on our website: www.wlink.ca.
Customers can also e-mail us with question or suggestions to csr1@wlink.ca.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services (direct
or indirect long distance service) for customers with disabilities,
"WORLD-LINK" will notify customers promptly. This clearly
posted notice will include information about the reason for the disruption
and its anticipated length of time, if available.
The notice will be placed on our web or auto answering system.
Training for staff
"WORLD-LINK" will provide training to employees who deal
with the customers. All our members in the accounting department and
customer service teams will be trained. The training will be provided
to staff after their three months probation period.
Training will include:
- An overview of the Accessibility for Ontarian with Disabilities
Act, 2005 and the requirements of the customer service standard
- "WORLD-LINK"s plan related to the customer service standard
- How to interact and communicate with people with various types of disabilities
- What to do if a person with a disability is having difficulty
in accessing "WORLD-LINK"s service
Staff will also be trained when changes are made to our plan.
Feedback process
Customers who wish to provide feedback on the way "WORLD-LINK"
provides service to people with disabilities can visit our web, email
or verbally.
All feedback will be directed to manager@wlink.ca.
Customer can expect to hear back in seven working days.
Complaints will be addressed according to our company's regular complaint
management procedures.
Modifications to this or other policies
Any policy of "WORLD-LINK" that does not respect and promote
the dignity and independence of people with disabilities will be modified
or removed.
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