Labtician Ophthalmics  

Labtician Ophthalmics, Customer Service Policy

1. Our Commitment

Labtician Ophthalmics is committed to providing goods and services in a manner that respects the dignity of persons with disabilities. We are committed to provide persons with disabilities the same opportunities to access our products and services.

2. Providing Goods and Services to Persons With Disabilities

Labtician Ophthalmics is committed to excellence in serving all customers including persons with disabilities and we will carry out our responsibilities in the following areas:

a. Communication
We will communicate with person with disabilities in ways that take into account their disability. We will train our employees who communicate with customers on how to interact with people with various types of disabilities.

b. Telephone Services
We will provide full accessible telephone services to our customers. We will train employees to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will provide alternative communications to our customers by e-mail, relay services, fax or in person if telephone communications is not suitable to their needs.

c. 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 employees are trained and familiar with various assistive devices that may be used by customers with disabilities.

d. Billing
We will provide accessible invoices to all of our customers. Upon request, invoices may be provided hard copy, fax or e-mail. We will answer any questions customers may have about their invoice in-person, by phone or e-mail.

3. Use of Service Animals and Support Persons

Labtician Ophthalmics is committed to welcoming persons with disabilities who are accompanied by a service animal or support person on the parts of our premises that are open to the public and other third parties. We will also train our employees and others dealing with the public to properly interact with persons with disabilities who are accompanied by a service animal or support person.

4. Notice of Temporary Disruption

We will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. This notice will include the reason for the disruption, the anticipated duration and a description of alternative facilities or services, if available. The notices will be placed al all public entrances and service counters.

5. Training for Employees

Labtician Ophthalmics will train all Ontario based employees 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 and practices.

This training will be provided within the first 4 weeks after an employee commences their duties.

Training will include:

  • 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 persons with disabilities who use an assistive device or require the assistance of a service animal or support person
  • What to do if a person with a disability is having difficulty in accessing Labtician’s goods and services
  • Labtician’s policies, practices and procedures relating to the customer service standard.
Employees will be trained on an ongoing basis when changes are made to these policies and practices.

6. Feedback Process

Labtician’s objective is to meet and surpass customer expectations while serving customers with disabilities. Comments on our service regarding how well those expectations are being met are welcomed and appreciated. Feedback regarding the way Labtician Ophthalmics provides goods and services to persons with disabilities can be made by e-mail, verbally or in person. All feedback will be directed to the Chief Financial Officer, Labtician Ophthalmics. Customers can expect to hear back within 5 business days.

7. Modifications to this or other Policies

Labtician is committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities. Any policy that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.

8. Questions about this Policy

If anyone has a question about this policy or the purpose of this policy, an explanation will be provided by:

Larry Cooper
Chief financial Officer
Labtician Ophthalmics
2140 Winston Park Dr.
Oakville, ON L6H 5V5
(905) 829-0055