Accessible Customer Service Policy
Goods and Services to People with Disabilities (PDF Version)
Star Coach Services is committed to excellence in serving all customers, including people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We are committed to meeting the needs of people with disabilities to the best of our abilities. We will do this by removing barriers to accessibility where possible in a timely manner.
Communication and Documentation
When communicating with a person who has a disability, Star Coach Services’ employees
will do so in a manner that takes into account the person’s disability.
If a person with a disability requests a copy of this policy, we shall provide the policy, or the information contained within the policy, in a format that takes into account the person’s disability.
We train our staff to communicate with customers over the phone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by email if telephone communication is not suitable to their communication needs.
Use of service animals
We welcome people with disabilities and their service animals on parts of our premises that are
open to the public and other third parties.
We will ensure that all staff, volunteers and others dealing with the public are properly trained
on how to interact with people with disabilities who are accompanied by a service animal.
Use of support persons
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 Star Coach Services’s public premises with his or her support person.
We will accommodate assistive devices belonging to our customers to the best of our abilities at all times. We operate an array of vehicles that are variable in nature and style, and we may not always be able to accommodate certain types of assistive devices.
Our staff will be trained on what is and is not possible, and we will strive to share this information with the public.
We are continually working to provide and implement new procedures for accommodating assistive devices as we grow as a company.
If you are unsure about whether your device can be accommodated on one of our vehicles, please contact us by phone, email, or in person.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Star Coach Services will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, 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.
Star Coach Services will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf.
This training will be provided to staff in all departments within the first four weeks of employment. Current staff will receive it as part of their spring retraining routine.
Training will include:
1) An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
2) Star Coach Services’s plan related to the customer service standard.
3) How to interact and communicate with people with various types of disabilities
4) How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
5) What to do if a person with a disability is having difficulty in accessing The Magic Bus
Company’s goods and services
Staff will also be trained when changes are made to our accessible customer service plan.
Customers who wish to provide feedback on the way Star Coach Services provides goods and services to people with disabilities can call or email us.
All feedback, including complaints, will be reviewed carefully by management. Customers can expect to hear back within 30 days.
Modifications to this or other policies
Any policy of Star Coach Services that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.