Accessible Service

PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES
Tyco is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

COMMUNICATION
We will communicate with people with disabilities in ways that take into account their disability. This means employees will communicate in a manner that enables persons with disabilities to communicate effectively for purposes of obtaining, using or benefiting from Tyco’s goods, services and facilities, when necessary.

We will train employees who communicate with customers on how to interact and communicate with people with various types of disabilities.

TELEPHONE SERVICES
Tyco is 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 either e-mail (or other written means), TTY or Language Line if telephone communication is not suitable to their communication needs or if it is not available.

ASSISTIVE DEVICES
Tyco is 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 while accessing our goods or services remotely, in electronic environments or when they might be visiting our facilities.

If there is a physical, technological or other type of barrier that prevents the use of an assistive device on the Company’s premises, we will make best efforts to remove that barrier. If we are not able to remove the barrier, we will ask the individual with the disability how he or she can be accommodated, what alternative measures would enable equal access to the Company’s goods and services and the Company will make its best effort to provide the individual with alternative means of assistance.

We will also ensure that the employees have the resources available to them with the required understanding to use the assistive devices available on our various premises for customers.

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, PDF and e-mail. Scale may be modified in an electronic format.

DATABASE MANAGEMENT
At the commencement of a new client relationship a security analysis/assessment may be completed. That information may be carried forward in the customer’s electronic file as reference when future contact or work may be completed either at or for their protected premises.

USE OF SERVICE ANIMALS AND SUPPORT PERSONS
Tyco is committed to welcoming people with disabilities who are accompanied by a service animal (unless otherwise excluded by law) 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 Tyco Integrated Security Canada, Inc.'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.

Note: If a service animal must be excluded from the premises, the Company will provide the individual with the reasons for the exclusion and explore alternative ways to meet the individual’s needs.

We are also 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 Tyco’s premises with his or her support person. In some cases, the Company may require people with disabilities to be accompanied by a support person where it is necessary to protect the health or safety of the person with a disability or others on the premises.

NOTICE OF TEMPORARY DISRUPTION
Tyco 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 facility or service that is unavailable, 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 on our premises. Where applicable it may be posted on internal and/or external web portals.

TRAINING FOR STAFF
Tyco will provide training to: (a) all employees; (b) all persons who participate in developing Tyco’s policies; and (c) all other persons who provide goods, services or facilities on behalf of Tyco.

This training will be provided within the regular on boarding processes of each function.

Records of the training provided, including the training protocol, the dates on which the training is provided and the number of individuals who attended the training will be maintained in accordance with the requirements of the AODA.

TRAINING WILL INCLUDE THE FOLLOWING:
 The purposes of the AODA and the requirements of the customer service standard and the Integrated Accessibility Standard (“IAS”) and on the Human Rights Code.
 How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
Use of any assistive equipment that may be available to them in their facility or that may be useful with the provision of goods or services to people with disabilities.
What to do if a person with a disability is having difficulty in accessing’s goods and services.
Tyco policies, practices and procedures relating to the customer service standard.
Staff will be trained, as appropriate, on policies, practices and procedures that affect the way goods and services are provided to persons with disabilities. staff or those otherwise engaged by Tyco o perform any functions will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

ACCESSIBLE WEBSITE
Tyco will ensure that its new internet websites, including web content, conform to the World Wide Web Consortium Web Content Accessibility Guidelines (“WCAG”) as required by the AODA guidelines.
Tyco will take action to ensure that its internet websites and web content conform with WCAG 2.0 Level AA, (except where this is impracticable), as outlined by the IAS. The requirements of WCAG 2.0 Level AA will be met by the Company by the compliance date of January 1, 2021.

EMPLOYMENT STANDARDS
The Company will identify, prevent and remove barriers at all stages of the employment life cycle for persons with Disabilities. These practices/processes will be put in place in accordance with the IAS timelines.

WORKPLACE EMERGENCY RESPONSE INFORMATION
The Company will provide individualized workplace emergency response information to employees with Disabilities if we are made aware of the need for accommodation. The Company will provide this information as soon as practicable after becoming aware of the need for accommodation.
In circumstances where the employee requires assistance, we will, with the consent of the employee, provide the workplace emergency response information to those designated by the Company to provide assistance to the employee (e.g., immediate supervisor, fire warden, etc).
Individualized workplace emergency response information will be reviewed when an employee moves to a different location within the office, when the individual overall accommodation needs or plans are modified when, from time-to-time, the Company reviews its general emergency response plans.

FEEDBACK PROCESS
Feedback regarding the way Tyco provides goods and services to people with disabilities can be made by either verbal expression at your local office, e-mail to aoda@tycoint.com or by contacting Human Resources at 1-888-888-7838.. If a method is not suitable, customers may request another method. Privacy will be respected and all feedback will be reviewed for possible action that can be taken to improve the ministry of services.

All feedback will be directed to and managed by the human resources group in Canada who may choose to engage location specific representation or follow their defined escalation path as required by any instance. Where possible, complaints will be addressed immediately. However, some complaints may require more effort to address, and must be reviewed for action, possibly at a higher level. Customers can expect an acknowledgement of the complaint within 5 business days. The acknowledgement will indicate when the matter will be addressed and when the customer will be notified. Follow up with any required action will be noted within the acknowledgement. Tyco will endeavor to ensure that all feedback/response be in a format that is accessible to the complainant.

MODIFICATIONS TO THIS OR OTHER POLICIES
Tyco is committed to developing customer service policies, practices and procedures 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 Tyco that does not respect and promote the dignity, independence, integration and equal opportunity of persons with disabilities will be modified or removed.

QUESTIONS ABOUT THIS POLICY
This policy exists to ensure we provide service excellence to customers and employees with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation can be provided.

FOR QUESTIONS RELATED TO TYCO:
Please contact a Human Resources Representative at 1-888-888-7838 or aoda@tycoint.com. employees of Tyco may also direct questions to local management.
Please click here for INTEGRATED ACCESSIBILITY STANDARDS – Multi Year Plan