All goods and services provided by ISG shall follow the principles of dignity, independence, integration and equal opportunity.
Assistive Devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. Although ISG does not provide assistive devices in our facilities, persons with disabilities may use their own assistive devices as needed when accessing goods or services provided by ISG.
Communication
We will communicate with people with disabilities in ways that accommodate their needs. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
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 individual with a disability who is accompanied by a support person will be allowed to enter ISG 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. The individual with a disability and their support person will be required to adhere to all ISG policies and applicable regulations, including but not limited to, health and safety, harassment and confidentiality of information.
ISG does not charge admission fees to customers or support persons.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities ISG will notify affected customers promptly. This 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.
When disruptions occur ISG will provide notice by:
- Posting notices in conspicuous places including at the point of the disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the ISG website,
- Contacting customers with appointments,
- Verbally notifying customers when they are making appointments; or,
- By any other method that may be reasonable under the circumstances.
Training for Staff
ISG will provide training to employees, volunteers and others who deal with the public or other third parties on its behalf; for example, all salespersons, drivers, vendors, event operators, and office personnel.
Training will be provided as soon as practicable. Revised training will be provided in the event of changes to legislation, or changes to ISG procedures and/or practices related to customers with disabilities.
Training will include:
- An overview of the Americans with Disabilities Act and the requirements of the customer service standard,
- ISG's accessible customer service plan,
- How to 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 if a person with a disability is having difficulty in accessing ISG's goods and services,
- Staff will also be trained when changes are made to your accessible customer service plan.
Feedback
The goal of ISG 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.
Customers who wish to provide feedback on the way ISG provides goods and services to people with disabilities can e-mail our company directly: .
Customers can expect to hear back within 48 business hours. Complaints will be addressed according to our organization’s regular complaint Management procedures.
Modifications to This Policy
ISG is 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 ISG that does not respect and promote the dignity and independence of people with disabilities will be reviewed for appropriate modification or removal.
Questions about This Policy
This policy exists to achieve service excellence for customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, contact Human Resources.
