AODA Customer Service Accessibility Policy

Customer Service Policy for Providing Goods and Services to Persons with Disabilities

1. Our mission
The mission of SKF Canada Limited (SKF) is to deliver industry-leading, high value products, services and knowledge for our customers, distributors and suppliers.

2. Our commitment
In fulfilling our mission, SKF is committed to providing its goods and services in a way that respects the dignity and independence of persons with disabilities. We are also committed to giving persons with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

3. Providing goods and services to persons with disabilities
SKF is committed to excellence in serving all customers including persons with disabilities and we will carry out our functions and responsibilities in the following areas:
a. Communication
We will communicate with persons with disabilities in ways that take into account their disability.
We will train employees who communicate with customers on how to interact and communicate with people with various types of disabilities.
b. Telephone services
We are committed to providing fully accessible telephone service 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 offer to communicate with customers by email if telephone communication is not suitable to their communication needs or is not available.
c. Assistive devices
We are committed to serving persons 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 while accessing our goods or services.
d. Billing
We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy or large format, when available.
We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.

4. Use of service animals and support persons
We are committed to welcoming persons 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 employees, volunteers and others dealing with the public are properly trained in how to interact with persons with disabilities who are accompanied by a service animal.
We are committed to welcoming persons 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 SKF’s 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.

5. Notice of temporary disruption
SKF 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 information about the reason for the disruption, the anticipated duration, 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.

6. Training for employees
SKF will provide training to all employees, volunteers and all those who are involved in the development and approvals of customer service policies, practices and procedures.
This training will be provided during the orientation process.

Training will include the following:
• 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 a support person
• How to use any current or future devices that may be acquired to support persons with disabilities.
• What to do if a person with a disability is having difficulty in accessing SKF’s goods and services
• SKF’s policies, practices and procedures relating to the customer service standard.
Employees will be trained on policies, practices and procedures that affect the way goods and services are provided to persons with disabilities. Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

7. Feedback process
The ultimate goal of SKF is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way SKF provides goods and services to persons with disabilities can be made by established feedback process, telephone, email or in person. All feedback will be directed to the Manager, Human Resources. Customers can expect to hear back in within five working days.

8. Modifications to this or other policies
We are 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 of SKF that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.

9. Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, please contact:

Email: hr.canda@skf.com
Phone: 416-299-1220 (HR Department)
Mail: HR Department, 40 Executive Court, Toronto, Ontario Canada M1S 4N4

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