HYLAND SOFTWARE, INC.
ONTARIO ACCESSIBLE CUSTOMER SERVICE POLICY
Hyland Software, Inc. (“Hyland”) Accessible Customer Service Policy in Compliance with Accessibility for Ontarians with Disabilities Act, 2005 (AODA).
We are committed to excellence in serving all customers including people with disabilities and it is our policy to comply with all applicable national and local laws pertaining to non-discrimination and equal opportunity. As such, Hyland shall meet its duties and responsibilities under the Accessibility for Ontarians with Disabilities Act, Ontario Regulation 429/07 by adhering to the principles and practices set forth herein. This Policy, and other Hyland policies, will be applied in a manner consistent with the core principles of independence, dignity, integration and equal opportunity for people with disabilities.
This Policy applies to the delivery of goods and services in the Province of Ontario by Hyland.
This Policy applies to all Hyland employees who work in Ontario and where noted to other Hyland employees who provide services in Ontario regardless of where they are located, as well as other entities who interact with the public and/or other third parties on behalf of Hyland in Ontario.
2. Assistive Devices
Persons with disabilities may obtain, use, or benefit from goods or services utilising their own assistive devices. If a person with a disability is hindered or prevented from accessing Hyland goods or services using his or her assistive device, Hyland will consult with the person and accommodate them by providing alternative means where practical. If Hyland provides assistive devices that may be used by customers with disabilities, we will provide staff with training regarding those assistive devices.
We will communicate with people with disabilities in ways that take into account their disability.
4. Service Animals
We welcome people with disabilities and their guide dogs or other service animals. Service animals are allowed on any parts of our premises that are open to the public unless otherwise prohibited by law.
Definition of Service Animal (AODA 2005):
An animal is a service animal for a person with a disability,
(a) If it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
(b) If the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
A service animal is not a pet.
5. Support Persons
A person with a disability who is accompanied by a Support Person will be allowed to have that person accompany them on any parts of our premises open to the public, or as otherwise approved by appropriate Hyland personnel.
Definition of Support Person (AODA 2005):
“Support Person” means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.
If there is a charge by Hyland to attend an event, such fees will not be charged for Support Persons.
6. Notice of Temporary Disruption
Hyland will give notice of planned or unexpected disruption to services used by persons with disabilities in Ontario. This notice shall be posted appropriately on the applicable Hyland website or provided via email or other communication as appropriate and will include information about the reason for the disruption, its anticipated length of time, and a description of alternative services, if available.
To create awareness and ensure compliance, applicable AODA training will be provided to all applicable employees and individuals who deal with the public or other third parties on our behalf in Ontario. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services in Ontario.
All new Hyland employees required to complete the training, shall complete such training within ninety (90) days of hire.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005, the requirements of the Customer Service Standard and this Policy
- How to service, interact and communicate with people with various types of disabilities
- How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
- What to do when a person with a disability is having difficulty accessing Hyland’s goods and services
- Applicable staff will also be trained when material changes are made to our Policy.
- Hyland will ensure that third party organisations providing goods or services on behalf of Hyland to Ontarians shall provide relevant training, learning opportunities or direction to their employees and volunteers regarding their roles and responsibilities under the AODA.
8. Feedback Process
Customers who wish to provide feedback on the way Hyland provides goods and services to people with disabilities in Ontario or have any questions about this Policy can provide such feedback or questions directly to the service provider or via mail, telephone, e-mail, or verbally. Feedback and questions can be directed to the Customer Experience Team at Hyland at 28500 Clemens Road, Westlake, Ohio 44145, by telephone at 440-788-500, or email at [email protected].
9. Availability of Policies
Hyland’s applicable policies will be made available upon request to Hyland via mail or email.