Transcript

Establishing policies, practices, and procedures on serving customers with disabilities

Every organization has some form of customer service policies, practices and procedures on serving customers with disabilities. Some of these are formal, documented practices. Others are "the way we do things around here."

Under the standard, service providers must do the following:

1. Establish policies, practices and procedures on governing the provision of goods or services to people with disabilities. These policies, practices and procedures are in addition to those specifically identified in other sections of the standard.
2. Use reasonable efforts to ensure the policies, practices and procedures on providing services to people with disabilities are consistent with the principles laid out in the customer service standard. These principles are dignity, independence, integration and equal opportunity.
3. Develop a policy on allowing people to use their own personal assistive devices and on any situations where such use may not be permitted.