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Accessible Customer Service Policy & Multi-Year Plan


Siltech Corporation is committed to excellence in serving all customers including people with disabilities. This 2014-21 accessibility plan outlines the policies and actions that Siltech Corporation will put in place to improve opportunities for people with disabilities.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Siltech will ensure all websites and content conform with WCAG 2.0, Level AA by January 1, 2021.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Siltech Corporation 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 on our website www.siltech.com and on the front door of the affected facility.

Accessible Emergency Information:

Siltech is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information, when necessary.

Training for staff

Siltech Corporation will provide training to employees, volunteers and others who deal with the  public or other third parties on their behalf. This training will be provided to staff by January 1, 2015 and during each employees' probationary period.

Training will include:

- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
- Siltech Corporation's accessible customer service plan.
- 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 equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities.
- What to do if a person with a disability is having difficulty in accessing Siltech Corporation's goods and services.

Staff will also be trained when changes are made to this plan.

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 and where protective equipment is not required.

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.

Employment

Siltech is committed to fair and accessible employment practices.

Siltech will post job openings that notify the public and staff that, when requested, we will accommodate people with disabilities during the recruitment and assessment processes and when people are hired.

The accessibility needs of employees with disabilities will be taken into account when Siltech uses performance management and career development processes.

Siltech has an Accommodation Policy (SOP A136) that addresses the process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to disability.

Feedback process

Customers who wish to provide feedback on the way Siltech Corporation provides goods and services to people with disabilities can email hr@siltech.com. All feedback will be directed to the Manager, HR. Customers can expect to hear back in 7 days. Complaints will be  addressed according to our organization's regular procedures.

Modifications to this or other policies

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

This plan will be reviewed at least every 5 years.

For More Information on this accessibility plan, please contact Emma Stevens, HR Manager at 905-270-5534 ext 2444 or emma.stevens@siltech.com

Accessible formats of this document are available free upon request.

 

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Head Office
Siltech Corporation
225 Wicksteed Avenue, Toronto
Ontario, Canada, M4H 1G5

Telephone: [416] 424-4567
Facsimile: [416] 424-3158

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