DuPont Canada has a mission to make accessible our goods and services to all markets. Please read our policy for more information.
E. I. du Pont Canada Company
Providing Goods and Services to People with Disabilities
1. Our mission
The mission of E. I. du Pont Canada Company (referred to herein as DuPont Canada) is to provide at all times its goods and services in a way that respects the dignity and independence of people with disabilities.
2. Our commitment
In fulfilling our mission, DuPont Canada is committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
3. Providing goods and services to people with disabilities
DuPont Canada 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:
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.
3.2 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 other means (e.g. e-mail, TTY, video conference etc.) if telephone communication is not suitable to their communication needs or is not available.
3.3 Assistive devices
We are committed to serving people with disabilities who use
assistive devices to obtain, use or benefit from our goods and
services. We will ensure that our staff is trained and familiar with
various assistive devices that may be used by customers with
disabilities while accessing our goods or services.
We are committed to providing accessible invoices to all of our
customers. For this reason, invoices can be provided in the following
formats upon request: hard copy, large print, e-mail, etc.
We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.
4. Use of service animals and support persons
We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public 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. Any person with a disability who is
accompanied by a support person will be allowed to enter DuPont
Canada’s premises 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 while on our
5. Notice of temporary disruption
DuPont Canada will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used 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.
The notice will be placed at all public entrances and service counters on our premises.
6. Training for staff
DuPont Canada will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Individuals in the following positions will be trained: receptionists, store operators, customer service representatives, sales associates, managers etc.
This training will be provided immediately after staff commences their duties.
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
assistance of a service animal or a support person
- How to use the equipment or devices (e.g. elevators, washrooms, automatic doors etc.) available on premises or otherwise that may help with the provision of goods or services to people with disabilities.
- What to do if a person with a disability is having difficulty in accessing Pioneer Canada’s goods and services
- DuPont Canada’s policies, practices and procedures
relating to the customer service standard. Applicable staff will be
trained on policies, practices and procedures that affect the way
goods and services are provided to people with disabilities. Staff
will also be trained on an ongoing basis when changes are made to
these policies, practices and procedures.
7. Feedback process
The ultimate goal of DuPont Canada is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way DuPont Canada provides goods and services to people with disabilities can be made in several ways (e.g. e-mail, in person, verbally, telephone etc.). All feedback will be directed to the DuPont Canada, Sales and Marketing Director. Customers can expect to hear back in a few days.
Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.
8. Modifications 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 DuPont Canada that does not respect and promote the dignity and independence ofpeople with disabilities will be modified or removed.
9. Questions about this policy
This policy exists to achieve 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 DuPont Canada, Sales and Marketing Director.