TDG Transit Design Group Inc. (“TDG”) is committed to providing goods and services to persons with disabilities in a way that is consistent with the principles of independence, dignity,  integration and equal opportunity. Our goal is to provide all customers and visitors, including those with disabilities, with the same opportunity to access and use TDG’s goods and services. If a barrier to accessing our goods and services cannot be removed, we will seek alternative ways to access the goods and services.  

This Accessible Customer Service Policy applies to the delivery of all goods and services by  TDG in the province of Ontario. This policy applies to all TDG employees who work in Ontario, as well as third parties who provide goods, services or facilities on behalf of TDG.  

The following policies and practices are intended to meet the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 and its Customer Service Standards.  

Communication 

TDG will communicate with customers and visitors with disabilities in ways that take their disability into account. 

Assistive Devices 

Persons with disabilities will be permitted to obtain or use goods or services through the use of their own assistive devices. If an assistive device may pose a risk to the health and safety of the customer or visitor on the premises, TDG will accommodate the customer or visitor by providing an alternative where possible.  

TDG will ensure that our employees are trained and familiar with various assistive devices that may be used by customers or visitors with disabilities when visiting our facilities.  

Service Animals 

TDG welcomes service animals that accompany people with disabilities. Services animals are free to access all areas of our premises that are open to the public except as otherwise disallowed by law.  

If a service animal is excluded from the premises by law, then TDG will ensure that other measures are made available to enable the customer or visitor with a disability to access or use the goods and services. 

TDG will ensure that all staff dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal. 

Support Persons 

Support persons that accompany someone with a disability are permitted the same access to our  facilities as the person they are accompanying. Any person with a disability who is accompanied  by a support person will be allowed to enter TDG’s premises with their support person. At no  time will a person with a disability who is accompanied by a support person be prevented from  having access to their support person while on TDG premises.  

Notice of Temporary Service Disruption 

If any services to accommodate disabled customers or visitors are interrupted in a way that would limit them from gaining access to TDG’s facilities, goods or services, customers or visitors will be notified. Notice of the temporary interruption will be placed on TDG’s website or another conspicuous location, and include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available.  

Training 

To create awareness and ensure compliance, TDG will provide customer accessibility training to all of its employees who work in Ontario and provide goods or services, and all those who are involved in the development and approvals of customer service policies, practices and procedures.  

Training will include the following:  

• The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of 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 support person.  
• How to use personal assistive devices on-premises to help with the provision of goods or services to people with disabilities.  
• What to do if a person with a disability is having difficulty accessing TDG’s goods and services.  
• TDG’s policies, practices and procedures relating to accessible customer service. 

Training will be provided during orientation and on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback 

All documents relating to accessible customer service will be made available, upon request, in a  format that takes into account the customer’s disability needs.  

Customers and visitors may provide feedback about the accessibility of our goods, services and  facilities by contacting TDG’s Manager of Human Resources using one of the following  methods:  

Phone: 905-608-9539 

Fax: 905-608-9984 

Email: accessibility@tdgdesign.com

Mail: TDG Transit Design Group Inc. 

9-3770A Laird Road, Mississauga, Ontario, L5L 0A7 

TDG will respond to feedback requests within 15 business days.