Tempco - Heating & Sheet Metal Inc

Accessibility Policy

Accessible Customer Service Policy

Tempco Heating & Sheet Metal Inc. (“Tempco”, “we”, “us”) is committed to excellence in serving all customers including people with disabilities, and ensuring that all customers receive the same value and quality of goods and services.

Assistive devices

We will ensure that our staff is trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.

Communication

We will communicate with people with disabilities in ways that take into account their disability.  We will, upon request, endeavor to provide information and communications under our control about our goods and services, to people in a format that takes into account the customer’s 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.

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. 

We will notify customers of this through a notice posted on our premises and on our website.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities at our wholesale locations, Tempco will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be placed at wholesale locations.

Training

Tempco will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained:

Counter sales staff, inside and outside sales staff, administration and management. 
Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • Tempco’s plan 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
  • What to do if a person with a disability is having difficulty in accessing Tempco’s goods and services

Staff will also be re-trained within a reasonable amount of time when changes are made to our accessible customer service plan or the law.

Feedback process

Customers who wish to provide feedback on the way Tempco provides goods and services to people with disabilities can submit feedback by e-mail, verbally, feedback card, or any other mean they see fit or possible.  If a complaint is received, the customer will be informed about the feedback process and how and when action will be taken.  Tempco will endeavor to have a manager respond within 30 days of receipt of a complaint. 

Notice of availability

Tempco will notify the public that our policies are available upon request by posting them on our website and posting a notice at the wholesale locations.

Modifications to this or other policies

We will endeavor, within a reasonable period of time, to modify or revoke any policy of Tempco that does not respect and promote the dignity and independence of people with disabilities.

If you have any questions or concerns about this policy or its related procedures please contact us at sales@tempcohvac.ca or 416.766.1237