STATEMENT OF COMMITMENT
TORLYS is committed to providing an accessible environment for all stakeholders including our customers, employees, suppliers, and any visitors who may enter our premises, access our information, consume our products or services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (“AODA”), and its associated standards and regulations.
TORLYS understands that we have a responsibility for ensuring a safe, dignified, and welcoming environment for everyone. We are committed to treating all people in a way that allows them to maintain their independence. We are committed to ensuring our organization’s compliance by incorporating the requirements of the Act and any other applicable legislation, standards and regulations into our policies, procedures, equipment requirements, training, and best practices. We will review these policies and practices annually, as organizational changes occur, and in anticipation of any compliance deadlines. In addition, we will strive to meet the needs of individuals with disabilities in a timely and effective manner, provided such accommodation does not cause TORLYS undue hardship in the circumstances.
Providing an accessible and barrier-free environment is a shared effort, and as an organization, TORLYS is committed to working with all involved parties to make accessibility for all a reality. For more detailed information on our policies, procedures, equipment requirements, training, and best practices, please contact TORLYS.
CLIENT SERVICE POLICY STATEMENT
Our Commitment
TORLYS strives to provide our products and services in a manner that is accessible to all of our clients and respects the dignity and independence of people with disabilities. We are committed to offering equal opportunity to access our products and services and to providing the benefit of the same products and services, in the same place and in a similar way to all clients.
Providing Services to People with Disabilities
TORLYS is committed to excellence in its service to all clients, including people with disabilities, and we will carry out our functions and responsibilities in the following areas:
Communication
We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with clients on how to interact and communicate with people who have various types of disabilities.
Web Content
All new web content on the TORLYS website conforms with WCAG 2.0, Level AA. This applies to websites and web content, including web-based applications that TORLYS controls directly. TORLYS is also actively taking steps to build processes and procedures that ensure WCAG 2.0 Level AA compliance for all new PDFs.
Telephone Services
We are committed to providing fully accessible telephone service to our clients and other persons who may contact TORLYS by telephone. We will train our employees to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly.
Assistive Devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our products or services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our products and services.
Use of Service Animals and Support Persons
We are committed to welcoming people with disabilities who are accompanied by a service animal on those parts of our premises that are open to the public or by invitation in the circumstances. We will also ensure that all employees are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
We are committed to welcoming people with disabilities who are accompanied by a support person.
Notice of Temporary Disruption
TORLYS will provide clients with notice in the event of a planned or unexpected disruption in services at our premises. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at the main entrance to our premises.
Training for Employees
TORLYS will provide training to all employees who deal with the public, and all those who are involved in the development and approvals of client service policies, practices, and procedures. Applicable employees will be trained on policies, practices and procedures that affect the way products and services are provided to people with disabilities. Employees will also be trained on an ongoing basis when changes are made to these policies, practices, and procedures.
Feedback Process
Feedback regarding the way TORLYS provides services to people with disabilities can be made by contacting us at 1.800.461.2573.