Customer Accessibility Standards Policy
OverviewThe commitment of Dell to diversity and to provide the best customer experience helps us to remain competitive in the marketplace. Dell can appreciate and respond to the needs of customers impacted by disabilities since the company itself reflects a myriad of skills, experiences, backgrounds and styles — all of which promote an environment of inclusion and respect for the many different people and cultures Dell and its employees encounter every day. Dell employs people impacted by disabilities as part of our dedication to inclusion in the workplace, and we maintain a focus of providing accessibility statements on many of our products.
In Dell’s ongoing efforts to strive for accessibility, Dell is committed to the principles and goals of the Accessibility for Ontarians with Disabilities Act, 2005 (Act) and the Regulations supporting this Act, including Accessibility Standards for Customer Service, Ontario Regulation 429/07.
Dell’s Guiding Principles on Accessibility
- Dell operates in a manner that respects the dignity and independence of persons with disabilities.
- The provision of services to persons with disabilities and others will be integrated, unless an alternate measure is necessary, to enable a person with a disability to obtain, use or benefit from Dell’s services.
- Persons with disabilities will be given an opportunity equal to that given to others to obtain, use and benefit from Dell’s services.
Purpose and Scope of This PolicyThe purpose of this Policy is to outline the practices and procedures approved by Dell in order to meet the obligations under the Act and specifically the Accessibility Standards for Customer Service Regulation. Through this Policy, Dell establishes and implements practices and procedures consistent with its goal of compliance, as well as its commitment to excellent customer service for all. Dell is committed to excellence in serving all customers, including people with disabilities.
This policy applies to every person who deals with members of the public or other third parties on behalf of Dell, including all employees, agents and volunteers.
DisabilityAs defined in the Accessibility for Ontarians with Disabilities Act, 2005, section 2, means (a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness; (b) a condition of mental impairment or developmental disability; (c) a learning disability or a dysfunction on one or more of the processes involved in understanding or using symbols or spoken language; (d) a mental disorder, or; (e) an injury or disability for which benefits were claimed or received under the Workplace Safety and Insurance Act, 1997.
CommunicationDell will communicate with people with disabilities in ways that take into account their disability whether by telephone, electronically, in person, by mail, visually, orally or by written means. Dell will train every person who deals with members of the public on how to interact and communicate with customers, including people with diverse disabilities.
Telephone Services and Electronic CommunicationDell is committed to providing fully accessible telephone service and electronic communications to all customers.
Dell will train every person who deals with members of the public to communicate over the telephone or electronically in plain language and to speak clearly.
Assistive devicesPeople with disabilities may use their own personal assistive devices, or those that may by provided by Dell, while obtaining any goods and services provided by Dell that are available and/or open to the public.
A person with a disability may enter any part of our premises that are open to the public with that assistive device unless not allowed by law. If the device is not allowed by law, the person will be so advised and alternate options will be explored. If barriers to the use of an assistive device exist at any premises that are open to the public, these barriers, where reasonably possible, will be removed.
Dell will ensure that every person who deals with members of the public are trained in and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.
Service AnimalsDell welcomes people with disabilities and their service animals at Dell’s physical premises. Service animals are allowed on the parts of Dell’s physical premises that are open to the public except where animals are not allowed by law. Where an animal is not allowed by law, alternate options will be explored to provide the service to the person with a disability.
Support PersonsA person with a disability who is accompanied by a support person will be allowed to have that person accompany them on Dell’s physical premises.
A person with a disability who requires the assistance of a support person when making contact with Dell may make contact with Dell in the presence of the support person.
In both situations, Dell will require the consent of the person with a disability before discussing confidential information in the presence of their support person.
TrainingDell will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Service Regulation. Training will be provided to Dell employees as part of orientation training for new employees.
Training will be provided to each person as soon as practicable after he or she is assigned to relevant duties. Training will also be provided on an ongoing basis in connection with changes to the policies and procedures governing the provision of goods and services to persons with disabilities.
Dell will ensure that the following persons receive training about the provisions of services to persons with disabilities:
- Every person who deals with members of the public or other third parties on behalf of Dell, whether the person does soas an employee, volunteer or otherwise; and
- Every person who participates in developing Dell policies, practices and procedures governing the provision of goods and services to members of the public.
Training will include:
- The purpose of the Act and the requirements of the customer service standard.
- Dell’s policies, practices and procedures relating to 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 assistive devices or require assistance of a service animal or support person, where applicable.
- What to do if a person with a disability has difficulty accessing the Dell’s goods and services or publicly-accessible premises, as appropriate.
The amount and format of training will depend on the person’s interaction with customers.A record of training will be kept by the Human Resources Department.
Notice of Temporary DisruptionsDell will provide customers with notice in the event of a planned or unexpected disruption to goods and services or facilities for customers with disabilities. This notice will include information about the reason for the disruption, how long the disruption is expected to last, and a description of any alternative facilities or goods and services, if available.
Dell will place such notices on Dell’s website, Dell’s telephone services and/or may be posted at physical premises of Dell. Specifically, in order to make information accessible, where appropriate:
- Notice of temporary disruptions posted on Dell’s website will be left in clear and concise language;
- Notice of temporary disruptions in Dell’s telephone services will be left in clear and concise language; and,
- Notice of temporary disruptions on physical premises of Dell will be designated with signs and printed of sufficient size that are easily readable.
Feedback ProcessThe goal of Dell is to exceed customer expectations while ensuring that customers with disabilities are served with dignity and respect, and wherever possible facilitating their independence and equal access. Dell welcomes and encourages feedback to collaborate and provide input in future initiatives for accessibility. Anyone who wants to contact Dell to discuss the manner in which Dell provides goods and services to people with disabilities, has questions about this Policy or has concerns regarding its application, can contact Dell by e-mail, through Dell’s website, in writing, electronic text on diskette, or in-person.
All feedback will be directed to:
155 Gordon Baker Road
Multi-Year Accessibility Plan