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To ensure accessible customer service, the London and District Construction Association will use reasonable effort to ensure that all policies, procedures and practices related to the provision of goods and services to people with disabilities are consistent with the following principles:

Dignity

  • Goods and services will be provided in a way that allows people to maintain self-respect and the respect of others.
  • People with disabilities are as valued and as deserving of full and effective services as any other

Independence

  • Goods and Services will be provided without unnecessary help or interference from others
  • Independence means freedom to make one’s own choices and decisions

Integration

  • Integrated services are those that are designed to be accessible to everyone including people with disabilities
  • People with disabilities will be able to benefit from the same services, in the same place, and in the same or similar ways as other clients
  • In some cases alternative measures to integration will be provided

 

Equality of Opportunity

  • Goods and services will be provided in such a way that a person with a disability will have the same opportunity to benefit from our goods and services as other clients
  • A person with a disability should not have to make significantly more effort to access or obtain our goods and services and should not have to accept less quality or more inconvenience

 

A person with a disability should not have to make significantly more effort to access or obtain our goods and services and should not have to accept less quality or more inconvenience.  Employees, Management and Board Members can improve their level of customer service by incorporating the

  • Asking how you can help or assist
  • Offering a variety of communication methods
  • Understanding the nature and scope of the services the London and District Construction Association offers

Information and Communication Support Standards

  • When asked, London and District Construction Association will provide information and communications materials in accessible formats or with communication supports. This includes publicly available information about our goods, services and facilities.
  • The London and District Construction Association will consult with people with disabilities to determine their information and communication needs.

Accessible Formats and Communication Supports

  • The London and District Construction Association, upon request, and in consultation with the person making the request, will provide or make arrangements to provide accessible formats and communication supports for persons with disabilities.
  • Accessible formats and communication supports shall be provided in a timely manner, taking into account the person’s accessibility needs and at a cost that is no more than the regular cost charged to other customers.

 

Temporary Disruptions in Services and Facilities

The London and District Construction Association is aware that the operation of its services and facilities is important to our members.  However, temporary disruptions in the service may occur due to reasons that may or may not be within the organization’s control or knowledge.

The London and District Construction Association will make reasonable effort to provide notice of disruption to the public, including information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if any that may be available.  The London and District Construction Association will make reasonable effort to provide prior notice of planning disruption if possible, recognizing that in some circumstances such as in the situation of unplanned temporary disruption, advance notice will not be possible.  In such cases, the London and District Construction Association will provide notice as soon as possible.

 

When service disruptions (either temporary or unexpected) occur within the service, the London and District Construction Association will provide notice electronically on the organization’s website and written notice which will be posted in a conspicuous place.

Feedback

  • Feedback on how services were delivered to people with disabilities shall be invited, forwarded to the Executive Director, responded to, documented and tracked
  • Feedback shall be collected by
    • phone
    • in-person
    • by email

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