Canada

Sigma-Aldrich Canada Co. AODA Policy

Accessible Customer Service Policy


Intent

This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

The provision of all goods and services by Sigma-Aldrich Canada Co. (SIAL) shall follow the principles of dignity, independence, integration and equal opportunity.

Definitions

Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

  • any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
  • a condition of mental impairment or a developmental disability;
  • a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
  • a mental disorder; or
  • an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Service Animal – as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:

  • it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
  • if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Support Person – as reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

General Principles

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:

  1. The Provision of Goods and Services to Persons with Disabilities
  2. The Use of Assistive Devices
  3. The Use of Service Animals
  4. The Use of Support Persons
  5. Notice of Service Disruptions
  6. Customer Feedback
  7. Training
  8. Notice of Availability and Format of Required Documents

A. The Provision of Goods and Services to Persons with Disabilities

Sigma-Aldrich Canada Co. will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

  • ensuring that all customers receive the same value and quality;
  • allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
  • using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
  • taking into account individual needs when providing goods and services; and
  • communicating in a manner that takes into account the customer's disability.

B. Assistive Devices

Assistive devices provided by Sigma-Aldrich Canada Co.:

The following assistive device is available to assist customers in accessing our services:

  • TTY Device

C. Service Animals

A customer with a disability that is accompanied by service animal will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

Recognizing a Service Animal:

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Sigma-Aldrich Canada Co. may request verification from the customer.
Verification may include:

  • a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
  • a valid identification card signed by the Attorney General of Canada; or,
  • a certificate of training from a recognized guide dog or service animal training school.

Care and Control of the Animal:

The customer that is accompanied by a service animal is responsible for maintaining care and control of the animal at all time.

Allergies:

If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Sigma-Aldrich Canada Co. will make all reasonable efforts to meet the needs of all individuals.

D. Support Persons

If a customer with a disability is accompanied by a support person, Sigma-Aldrich Canada Co. will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person. In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.

E. Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Sigma-Aldrich Canada Co. In the event of any temporary disruptions to services that customer's with disabilities rely on to access or use Sigma-Aldrich Canada Co.'s services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

Notifications will Include:

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

  • services that are disrupted or unavailable
  • reason for the disruption
  • anticipated duration
  • a description of alternative services or options

Notifications Options:

When disruptions occur Sigma-Aldrich Canada Co. will provide notice by:

  • posting notices on the Sigma-Aldrich website;

F. Feedback Process

Sigma-Aldrich Canada Co. offers the opportunity to provide feedback on the service provided to customers with disabilities. Please complete the feedback form located at the bottom of this page or alternatively complete the PDF version of the Feedback form and submit it per the instructions below. Feedback can also be made verbally (in person or by telephone) or written (hand written, delivered, or email).

Submitting Feedback:

Customers can submit feedback to:

  • Customer Service & Logistics Supervisor
  • 800-268-5063 x1340
  • 2149 Winston Park Drive, Oakville, Ontario, L6H 6J8
  • Canada@sial.com

Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

G. Training

Training will be provided to:

  1. all SIAL employees, and applicable individuals who interact with Ontarians on behalf of Sigma-Aldrich Canada Co.

Training Provisions:

As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:

  • A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
  • A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
  • Instructions on how to interact and communicate with people with various types of disabilities.
  • Instructions on how to interact with people with disabilities who:
    • use assistive devices;
    • require the assistance of a service animal; or
    • require the use of a support person
  • Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
  • Instructions on what to do if a person with a disability is having difficulty accessing your services.
  • Sigma-Aldrich Canada Co.'s procedures and processes pertaining to providing accessible customer service to customers with disabilities.

Training Schedule:

Sigma-Aldrich Canada Co. will provide training to all employees, and applicable individuals who deal with Ontarians or act on our behalf. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Record of Training:

Sigma-Aldrich Canada Co. will keep a record of training that includes the dates training was provided and the names of employees who attended the training.

Notice of Availability and Format of Documents:

Sigma-Aldrich Canada Co. has attached a PDF version of this policy at the bottom of this page, along with a Web and PDF version of the Feedback Form.

Administration

If you have any questions or concerns about this policy or its related procedures please contact:

  • Customer Service & Logistics Supervisor
  • 800-268-5063 x1340
  • 2149 Winston Park Drive, Oakville, Ontario, L6H 6J8
  • Canada@sial.com

This policy and its related procedures will be reviewed as required in the event of legislative changes.

Customer Service Feedback Form

Thank-you,
Sigma-Aldrich Canada Co.

Files available for download:

  • Sigma-Aldrich Accessible Customer Service Policy (33 Kb PDF)
  • Sigma-Aldrich Customer Service Feedback Form (23 Kb PDF)