Accessible Customer Service Plan

Over 65 Years of Excellence

Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Yale PGC strives to provide services in a manner that is accessible to all customers, and respects the dignity and independence of people with disabilities. We are committed to offering equal opportunity to access our services and to providing the benefit of the same services, in the same place and in a similar way to all customers.

Assistive Devices

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.


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 if telephone communication is not suitable to their communication needs or is not available.

Printed Materials (e.g. Billing, Newsletters, Notices)

We are committed to providing accessible printed communication materials including invoices to all our customers. For this reason, upon request, printed materials will be provided in the following formats, currently available: hard copy, large print, email. We will answer any questions customers may have about the content of the printed materials in person, by telephone or email.

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 dealing with the public are properly trained on 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 Yale PGC’s premises with his or her support person.

Fees will not be charged for support persons for admission to Yale PGC’s premises.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Building Management or Yale PGC 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 Elevators, Reception, and Website (if applicable.)


Yale PGC will provide training to staff who deal with the public or other third parties on our behalf. 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.

Individuals in the following positions will be trained:

Receptionist (Nove Grace Bumanglag), Back-up Receptionist (Anna Dunas), Back-up Receptionist (Cindy Matthews)

This training will be provided to staff within 3 months after being hired.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Yale PGC’s plan related to the customer service standard
  • How to interact and communicate with people with various type 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

Staff will also be trained when changes are made to our accessible customer service plan.

Feedback Process
The ultimate goal of Yale PGC is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well these expectations are being met are welcomed and appreciated.

Customers who wish to provide feedback on the way Yale PGC provides goods and services to people with disabilities can send an email to

All feedback, including complaints, will be forwarded to the Office Manager for review. It will be discussed to decide on an appropriate action. Customers can expect to hear back in 3-5 days.

Modification to this or other policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Yale PGC that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

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