Providing Services to People with Disabilities

Providing Services

Providing Services

In fulfilling our mission, Phoenix Contact Ltd. strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities.

Customer Service Policy Statement

This Policy has been adopted by Phoenix Contact Ltd. for the purpose of compliance with the Accessibility for Ontarians with Disabilities Act 2005 and the Accessibility Standards for Customer Service Ontario Regulation 429/07.

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Our Mission

Phoenix Contact Ltd. is dedicated to progress, powered by inspiring, innovative solutions. At the same time, we are focused on building trusting relationships with our customers and partners so that all can share in the common benefits.

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Our Commitment

In fulfilling our mission, Phoenix Contact Ltd. strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to giving those with disabilities the same opportunities to access our services and permitting them to benefit from the same services in the same place and in a similar way as all other customers.

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Providing Goods and Services to People with Disabilities

Phoenix Contact Ltd. is committed to excellence in serving all customers, including people with disabilities, and we will carry out our functions and responsibilities in the following areas:
 

  1. Communication – We will communicate with people with disabilities in ways that take into account their disability.

    We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

  2. Telephone services – We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.

    We will offer to communicate with customers by e-mail if telephone communication is not suitable to their communication needs or is not available.

  3. Assistive devices – We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services.

    We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.

  4. Billing – We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, and e-mail. We will answer any questions the customer may have about the invoice by telephone or by e-mail.
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Use of Service Animals and Support Persons

We are committed to welcoming people with disabilities who are accompanied by a service animal or a support person to the areas of our premises that are open to the public and other third parties.  Any person with a disability who is accompanied by a support person will be permitted to enter Phoenix Contact Ltd. offices with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person whilst in our offices.

We will ensure that all staff are properly trained in how to interact with people with disabilities who are accompanied by a service animal or support person.

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Notice of Temporary Disruption

Phoenix Contact Ltd. will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually utilized by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available. This notice will be published via our customer internet site and via our telephone system.

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Training for Staff

Phoenix Contact Ltd. will provide training to all employees who deal with the public or other third parties in Ontario and all those who are involved in the development or approval of customer service policies, practices and procedures. All Phoenix Contact Ltd. employees who are based in Ontario will receive this training. New staff members will be required to take the training as part of the orientation process.

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.
  • What to do if a person with a disability is having difficulty in accessing Phoenix Contact Ltd. services.
  • How to use any equipment offered by the Company that may help in providing services to people with disabilities.
  • Phoenix Contact Ltd. policies, practices and procedures relating to the customer service standard.

Staff will be trained on polices, practices and procedures that affect the way services are provided to people with disabilities. Staff also will be trained on an ongoing basis when changes are made to these policies, practices and procedures.

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Feedback Process

The ultimate goal of Phoenix Contact Ltd. is to meet and indeed exceed customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated.

Feedback regarding the way Phoenix Contact Ltd. provides services to people with disabilities can be made by sending an e-mail to sbleeks@phoenixcontact.ca. All feedback will be directed to the Management Team. Customers can expect to receive a response within 15 days of Phoenix Contact Ltd. receipt of the feedback. Any complaints will be addressed promptly.

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Modification to this or Other Policies

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Phoenix Contact Ltd. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

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Questions about this policy

This policy exists to provide service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, the Management Team of Phoenix Contact Ltd.

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PHOENIX CONTACT Ltd

8240 Parkhill Drive
Milton, Ontario L9T 5V7
1-800-890-2820

New Product Catalogs Available

Phoenix Contact's 2017/2018 catalogs are now available in PDF format for download! There are eight catalogs to choose.

Product Catalogs
Get an overview and browse through our current print catalog

HIGHLIGHTS 2019

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HIGHLIGHTS 2019 from Phoenix Contact
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