Accessible Customer Service

Accessible customer service for those with disabilities.

Our Commitment

Hamilton District Christian High is committed to practising Christian hospitality in the form of exceptional customer service to anyone who visits our school or who attends our events, including anyone with disabilities.

This commitment means that we do our best to provide our goods and services to people with disabilities in a manner that respects their dignity and independence, while at the same time gives them the same opportunity to access our goods and services, and allows them to benefit from the same services, in the same place and in a similar way, as all other customers.

Assistive Devices

We will ensure that all members of our organisation are trained and familiar with any assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.

All members of our organization have been trained and are familiar with various types of assistive devices that may be used by customers with disabilities while accessing our goods and 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. On the rare occasion when it is not readily apparent, members of our organisation may ask for clarification confirming that the service animal is required for reasons relating to disability, and/or may ask for documentation from a regulated health professional confirming the need for the service animal.

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. HDCH does not charge additional fees to support workers who are attending with a disabled person at one of our workshops or other events. In certain cases, HDCH may require a person with a disability to be accompanied by a support person for health and safety reasons. Before making such a decision, HDCH commits to consultation with the person with disabilities to better understand their needs, to consider health or safety reasons based on available evidence, and to determine if there is no other reasonable way to protect the health of anyone on our premises.

Employment

HDCH is committed to fair and accessible employment practices.

We will notify employees, potential hires and the public that accommodations can be made during recruitment and hiring.

We will notify staff that supports are available for those with disabilities, have a process to develop individual accommodation plans for employees. Our staff development processes will take into account the accessibility needs of all employees.

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, we will promptly notify customers– whether it is planned or unplanned – in such facilities or services. This notice will include the reason for the disruption, its anticipated duration, and any alternative facilities or services available. The notice will be placed at our front entrance, in our main office, and on our website.

Details about HDCH’s notice of temporary disruption process are posted on our accessibility webpage at www.hdch.org/accessibility, in newsletters and on our intranet.

Training

HDCH will provide training to employee members of our organisation. Whenever possible, such training will be provided within one month of hiring.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard,
  • HDCH’s policy 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 any equipment or devices available at HDCH or otherwise that may help provide our goods and services to people with disabilities, and
  • What to do if a person with a disability is having difficulty in accessing HDCH’s goods and services.

Staff are also be trained on updates and changes.

Feedback process

Customers who wish to provide feedback on the way HDCH provides goods and services to people with disabilities can contact us in person, by telephone, in writing, or by email, online, or otherwise to the Principal

By Mail:        Hamilton District Christian High, 92 Glancaster Road, Ancaster, ON L9G 3K9
By Phone:    905-648-6655
By Email:      principal@hdch.org

All feedback, including complaints, will be brought to the attention of the Principal. Where possible, feedback will be addressed immediately. Some feedback may, however, require more time to address and may need to be reviewed before an action is taken.

Availability of Accessible Customer Service Documents

All documents related to accessible customer service are available both from our office and online at www.hdch.org/accessibility. HDCH will provide the document, or the information it contains, in a format that takes into account any person’s disability. Requests for copies of these documents are welcome, and should be made to the Office Coordinator, info@hdch.org.

Modifications to this or other policies

Any HDCH policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.