- Documents describing policies, practices and procedures for providing accessible customer service, including the use of personal assistive devices and other assistive measures.
- Documents that describe policies, practices and procedures in relation to service animals and support persons.
- A document that sets out the steps you will take in connection with a temporary service disruption.
- A document that describes your training policy on providing goods or services to people with disabilities, including a summary of the contents of training and the details of when the training will be provided.
- A document describing your feedback process including the actions to be taken on any complaints received.
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Since front-line customer service employees may be asked for these documents, it's a good idea to keep them handy. Here is the list of documents required under the standard:
- Documents describing policies, practices and procedures for providing accessible customer service, including the use of personal assistive devices and other assistive measures.
- Documents that describe policies, practices and procedures in relation to service animals and support persons.
- A document that sets out the steps you will take in connection with a temporary service disruption.
- A document that describes your training policy on providing goods or services to people with disabilities, including a summary of the contents of training and the details of when the training will be provided.
- A document describing your feedback process including the actions to be taken on any complaints received.