Customer Service Policy

Fulfilling our mission

Excellence in customer service for everyone.

This policy applies to all Magnes staff members, including full time, part time and contractors, who deal with the public, or other third parties, as well as persons involved in developing policies, procedures, and practices pertaining to the provision of goods and services to the public or other third parties.

 Customer Service Standard Policy

At Magnes we are committed to meeting the requirements of the accessibility standards, established by Accessibility for Ontarians with Disabilities Act (AODA), 2005, Customer Service Standard regulations, by January 1, 2012. Accessibility Standards for Customer Service applies to every organization and to every person that provides goods or services to members of the public or other third parties and that has at least one employee in Ontario. The Workplace Accessibility Barriers Assessment is an organization-wide assessment that aims at ensuring that we meet the legislative requirements as set out in Bill 118, the Accessibility for Ontarians with Disabilities Act, Customer Service Standard for January 1, 2012 and continue to do so through periodic assessments.

  Our mission

To make reasonable efforts to ensure that policies, procedures, and practices, pertaining to the provision of goods and services to the public and other third parties, align with the independence, dignity, integration and equal opportunity guiding principles, as set out in Bill 118.

Magnes values excellence in customer service for everyone who may benefit from our goods and services. This policy supports the principles as it provides respectful services that focus on the unique needs of each individual. This policy enables Magnes to ensure that persons with disabilities have access to accessible and exceptional customer service.

  Our commitment

In fulfilling our mission, Magnes at all times aims to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our goods and services.

Through these policies and procedures, Magnes aims to be respectful to the dignity and independence of persons with disabilities and we are committed to providing accessible integrated programs and services that are designed to meet individual needs.



  • We will communicate with people with disabilities in ways that take into account their disability.
  • We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone services

  • We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
  • We will offer to communicate with customers by email or regular mail if telephone communication is not suitable to their communication needs or is not available.

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 employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.


  • We are committed to providing accessible invoices to all of our customers. For this reason, invoices can be provided in the following formats upon request: hard copy, large print, e-mail.
  • We will answer any questions customers may have about the content of the invoice in person, by telephone or email as required.

Use of service animals and support persons

  • We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
  • 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 Magnes premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Notice of temporary disruption

  • Magnes will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
  • The notice will be placed at all public entrances and service counters or reception on our premises.

Training for staff

  • Magnes will provide education & training material to all employees, volunteers and others who deal with the public or other third parties on their behalf.

Feedback process

  • The ultimate goal of Magnes is to meet and exceed customer expectations in serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
  • Feedback regarding the way Magnes provides goods and services to people with disabilities can be made by using the Customer Feedback Form on the Magnes website. All feedback will be directed to the Manager of Human Resources.

Magnes is committed to developing, implementing and enforcing accessibility standards in order to achieve accessibility for Ontarians with disabilities with respect to goods and services. Our policies and procedures will aim at making our customer service operations accessible to people with disabilities.

A disability includes, but is not limited to, the following:

  • Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis amputation, lack of physical co-ordination, blindness or visual impediment deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
  • A condition of mental impairment or a developmental disability;
  • A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
  • A mental disorder, or
  • An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Accessible shall mean capable of being entered or reached, approachable; easy to get at; capable of being influenced, obtainable; able to be understood or appreciated.

Barrier: Anything that keeps someone with a disability from fully participating in all aspects of society because of their disability. Barriers can be visible and invisible. They can be: architectural, physical, communication, attitudinal, technological and organizational.

Assistive Device shall mean a device used to assist persons with disabilities in carrying out activities or in accessing the services of persons or organizations covered by the Customer Service Standard. Assistive devices help people with a variety of disabilities.

Here are some examples:

  • For people who have vision loss: magnifier – makes print and images larger and easier to read, white cane – helps people find their way around obstacles
  • For people who are deaf, deafened, oral deaf, hard of hearing: hearing aid – makes sound louder and clearer, teletypewriter (TTY) – helps people who are unable to speak or hear to communicate by phone
  • For people who have physical disabilities: mobility device (e.g., a wheelchair, scooter, walker, cane, crutches) – helps people who have difficulty walking
  • For people who have learning disabilities: electronic notebook or laptop computer – used to take notes and to communicate
  • For people who have intellectual/developmental disabilities: communication boards that are used to pass on a message by pointing to symbols, words or pictures/li>

Guide Dog shall mean a dog trained as a guide for a person who is blind and having the qualifications prescribed by the appropriate regulations.

Goods and Services shall mean goods and services provided by Magnes

Service Animals shall mean animals that are used as a service animal for a person with a disability.

Support Person shall mean an individual hired or chosen by a person with a disability to provide services or assistance with communication, mobility, personal care, medical needs or with access to goods or services.