AODA Customer Service Guidelines
Amped is committed to giving customers with disabilities the same opportunity to access our facilities, goods and services and to allowing them to benefit from the same goods and services, in the same place and in similar ways as other customers.
Communication: We will communicate with customers with disabilities in ways that consider their disability.
Telephone Services: When dealing with customers over the phone we will speak in clear, plain language 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.
Assistive Devices: Amped welcomes customers with disabilities to their facility and allows them to use their own personal assistive devices within our facility. We will ensure our staff are familiar with assistive devices we may have on site or that we may provide for use by customers with disabilities while accessing our goods and services, such as handicap shower stall facilities.
Billing: Upon request we will provide hard copy, large print or email receipts, invoices. We will answer questions customers may have about the content of the invoice in person, by telephone or email.
Other Documents: Publicly available documents can be provided in an accessible format (e.g. large print, text, email, audio). We will consult with the person making the request to determine the most suitable format and provide it in a timely manner.
Use of Service Animals and Support Persons: We welcome customers with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public unless otherwise prohibited by law. Customers should ensure that they have the proper documentation that identifies their animal as a certified service animal. Customers with a support person will not be prevented to having access to his or her support person while on our premises. No fees will be charged in association with the participation or attendance of such support persons.
Notice of Temporary Disruption: We will provide notice to the public when there is a temporary disruption of facilities or services used by customers with disabilities to access our goods or services. The notice will include information about the reason for the disruption, it’s anticipated duration. The notice will be placed at public entrances and service counters on our premises. When possible, disruptions that are known in advance will be posted online and or through our social media feeds Twitter, Facebook, Instagram.
Training of Employees: Customer-facing employees are aware and educated on properly serving all customers, including those with disabilities.
Employment Practices: During our recruitment process if an applicant requires an accommodation please inform the recruiter. We are committed to building an inclusive process that respects the dignity and independence of people with disabilities.
Feedback Process: Our goal is to meet customer expectations with serving customers with disabilities. Available methods of submitting feedback to Amped is described below. All feedback should be directed to our team in the method most preferred by the individual.
In Person – While attending a program or event at Amped, individuals may approach any program or event staff to provide feedback.
In Writing – Written comments or questions may be mailed or delivered in person to:
Amped Sports Lab and Ice Complex, 2600 Leitrim Rd, Ottawa Ontario, K1T 3V3
By Email – Written comments or questions may be emailed to firstname.lastname@example.org
By Telephone – Individuals may call 613-822-9000 during business hours to speak with the Owners of Amped.
If the customer wishes to be contacted about their feedback, individuals should provide their name and contact information. Amped will provide a timely response to any feedback where requested.
Any complaints received will be forwarded to a member of the Amped management team for a review and response. We will provide a timely response to any complaints received.