CNIB's policy on accessible customer service


CNIB's Mission Statement

CNIB passionately provides community-based support and a national voice to ensure Canadians who are blind or partially sighted, have the confidence, skills and opportunities to fully participate in life.

CNIB will continue to promote and lead the way to a more inclusive society by facilitating full compliance with, and demonstrating leadership in, the Customer Service Standard (O.reg 429/07) of the AODA in advance of its legislative requirements, as follows:

  1. We will ensure that our goods and services are readily accessible to all customers.

  2. We will use reasonable efforts to ensure that our policies, practices and procedures are consistent with the core principles of independence, dignity, integration and equality of opportunity.

  3. We will allow people to use personal assistive devices to access our goods and use our services.

  4. We will communicate with a person with a disability in a manner that takes into account his or her disability.

  5. We will allow people with disabilities to be accompanied by their guide dog or service animal.

  6. We will permit people to be assisted by a support person while accessing our goods or services.

  7. We will provide notice ahead of time on what admission, if any, would be charged for a support person of a person with a disability.

  8. We will provide notice when facilities or services that people with disabilities rely on to access or use our goods or services are temporarily disrupted.

  9. We will train staff and volunteers who interact with the public and any agents or like involved in the provision of our goods or services in order to demonstrate leadership on Accessible Customer Service.

  10. We offer opportunities for people to give feedback on how we provide goods or services to people with disabilities. We have a mechanism in place to address the complainant’s concern.

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