Accessible Customer Service Policy and Plan
Our commitment
Signal49 Research (Signal49 Research) is committed to providing services in a manner that respects the dignity and independence of all people, including people with disabilities.
We are committed to ensuring that people with disabilities can access our goods and benefit from our services in the same place and in a similar manner as other customers.
Remote
Signal49 Research is now a fully remote organization, so most of our services and products are distributed virtually. However, Signal49 Research may still host in-person events and meetings from time to time.
Communications
When communicating with people with disabilities, Signal49 Research will do so with sensitivity, taking the person’s disability into account.
Assistive devices
Signal49 Research is 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 are familiar with the various assistive devices that may be used by people with disabilities when accessing our goods or services.
We will also ensure that staff know how to use the assistive devices that are made available for customer use at our in-person events and meetings.
Service animals
Signal49 Research will welcome people with disabilities and their service animals at our in-person events and meetings. Service animals are allowed in the parts of our premises that are open to the public. In the event that a service animal is prohibited by law from the premises where an in-person meeting or event is being held, we will ensure that other measures are available to enable the person with a disability to obtain, use, or benefit from our services. It is the responsibility of the person using the service animal to ensure that it is kept under control at all times.
Support persons
A support person accompanying a person with a disability will be welcome to accompany them to our in-person events and meetings. No fees will be charged for support persons to access Signal49 Research’s in-person events and meetings.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Signal49 Research will notify customers promptly. Such notice may be provided via a variety of methods, depending on the circumstances at our in-person events and/or meetings. This notice will include the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
Signal49 Research’s ability to provide appropriate notice of a disruption may be limited in cases where an emergency causes the temporary disruption.
Training for Staff
Signal49 Research will provide training to every person who deals with members of the public (or other third parties) and every person who participates in developing our policies, practices, and procedures.
All employees will receive training during their orientation as new hires. Ongoing training will be provided as required if there are modifications to this policy/plan, if new or potential barriers are identified, or to refresh employees’ general awareness of and sensitivity to accessibility issues.
Employee training will include:
- an overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
- provision and review of Signal49 Research’s Accessible Customer Service Policy and Plan;
- information about how to interact and communicate with people with various disabilities;
- information about how to interact with people with disabilities who use assistive devices or require the assistance of a service animal or a support person;
- how to use TTY telephone services;
- the location of elevators at our in-person events and meetings;
- what to do if a person with a disability is having difficulty accessing Signal49 Research’s goods and services.
Records of the training provided will be maintained by HR, including the dates of training sessions and the names of participants.
Feedback process
Signal49 Research welcomes feedback about the delivery of our services to people with disabilities. Feedback can be provided by telephone, in writing, by email, or using the submission form below.
We will investigate and respond to all such feedback in a timely, thorough, and objective manner. The following actions will be taken to respond:
- The feedback will be directed to the appropriate person for action.
- The feedback will be assessed for appropriate action. (Note: our customer service standard does not require a response to be provided for all feedback.)
- Where the appropriate action includes a response to the customer, we will endeavour to provide one within four (4) business days.
Accessible reports and report assets
Report assets include charts, exhibits, infographics, tables, and downloadable data/PDFs.
Accessible PDFs
Signal49 Research is dedicated to supporting all of our clients by providing accessible versions of our reports upon request.
If you require an accessible version of a report, please request it through our contact form below. We will review your request and provide an email response within one to two business days, outlining our turnaround timeframe. We will then create an accessible version of the report and provide it to you via email.
Accessible report assets and online experiences
If you require an accessible version of an online experience or report asset(s), please request it through our contact form below. We will review your request and provide an email response within one to two business days, outlining our turnaround timeframe. We will then create an accessible version of the online experience and, if necessary, provide Excel versions for data and charts that can be easily read by screen readers. Once complete, you will receive the link to the accessible online experience and, if applicable, the Excel files, via email.
Videos
As of 2023, our promotional or explainer videos have either transcripts available, closed captioning, or a written explanation of what the video covers. Should you require more accessible assistance, please contact us via our contact form below. We will respond in one to two business days with our turnaround time.
In-person and virtual events
During the event registration process, as part of Signal49 Research procedures, we inquire whether our clients require accommodations to attend . These may include, but are not limited to, providing presentation materials in advance of the event, ensuring accessible locations and, if needed, arranging for ASL interpreters . Once an event attendee advises Signal49 Research that they require accommodations, our team will follow up to confirm what is needed.
Should you have any additional requirements, please contact us via our contact form below.
Past event transcripts
Clients can request copies of transcripts for past webinars, virtual events, or virtual conferences . Please request a transcript via our contact form below, indicating the desired past webinar. Our team will review your request and respond, providing the estimated turnaround time. Once the file is ready, it will be sent to you via e-mail.
Council and centre meeting transcripts
Members of Executive Councils and funders of Research Centres have the opportunity to attend closed-door meetings. If, for accessibility reasons, a transcript of the recorded meeting (virtual only) is requested, our team can make this available to members on the members-only website..
If you are a Research Centre funder and/or an Executive Council member, please contact your Centre or Council lead to request transcripts of past virtual meetings. When a request is made, the lead will assess and get back to you within one to two business days with an estimate of turnaround. Once the file is ready, it will be posted to the members-only website and an email sent advising it is now available.
Podcast transcripts
Signal49 Research has several podcast series. Our Future Skills Centre series already offers podcast transcripts, while transcripts for our other series are created upon request only. If you require transcripts of podcasts for accessibility reasons, please contact us via our contact form below. When a request is made, the lead will assess the request and provide an estimate of turnaround time within one to two business days. Once the file is ready, it will be sent to the requester via email.