Accessible Customer Service Policy
TELUS Health (Canada) Ltd. (“TELUS Health”) is committed to excellence in serving all customers including people with disabilities. The policy below is our plan for ensuring that all interactions between TELUS Health and members of the public are considerate and welcoming to those with disabilities.
If you have had an experience you would like to share or suggestions for how TELUS Health could enhance accessibility, please don't hesitate to follow the Feedback Process described below.
Assistive Devices
We will ensure that staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.
Communication
We will communicate with people with disabilities in ways that take into account their disability.
Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, TELUS Health 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 on TELUS Health’ website and at an affected location, if required.
Training for Staff
TELUS Health provides accessibility training to all employees including the people involved in the development of policies, plans, practices and procedures related to the provision of our services.
This training is provided to staff as part of new hire training.
Training will include:
- An overview of the applicable law and the requirements around customer service
- TELUS Health’ accessible customer service policy
- 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
- How to use any assistive devices that are available on-site or otherwise that may help with providing goods or services to people with disabilities
- What to do if a person with a disability is having difficulty in accessing TELUS Health’ services
Staff will also be trained when changes are made to this policy.
Feedback Process
Customers who wish to provide feedback on the way TELUS Health provides services to people with disabilities can call Customer Service at any of TELUS Health’ locations or visit our website at telushealth.com to submit your comments electronically.
All feedback will be directed to Human Resources. Customers can expect to receive a response in 3 business days. Complaints will be addressed according to our organization's complaint management procedures.
TELUS Health will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
Multi-Year Accessibility Plan
This 2016-21 accessibility plan outlines the policies and actions that TELUS Health (Canada) Ltd. (“TELUS Health”) will put in place to meet the needs of people with disabilities.
TELUS Health has established a separate Accessible Customer Service Policy which outlines our plan for ensuring that all interactions between TELUS Health and members of the public are considerate and welcoming to those with disabilities.
Our Accessible Customer Service Policy outlines TELUS Health’ training for staff, procedures in the event of temporary service disruptions and feedback process.
Statement of Commitment
TELUS Health is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting the accessibility requirements under applicable law.
Accessible Emergency Information
TELUS Health is committed to providing customers and clients with publicly available emergency information in an accessible way upon request. We also provide employees with disabilities with individualized emergency response information when necessary.
Information and Communications
TELUS Health is committed to meeting the communication needs of people with disabilities. We will receive feedback from people with disabilities to determine whether their information and communication needs are being met. We will respond in a timely manner to all requests to make publicly available information accessible.
TELUS Health is committed to making the login pages of its webpages conform with WCAG 2.0, Level A in early 2017. TELUS Health intends to validate that all its external-facing webpages and content conform with WCAG 2.0, Level A before the end of 2017.
The law does not require intranet content (accessed through a portal) to conform with WCAG 2.0 Level A. Currently, not all of the web content within the telushealth.com portal conforms with WCAG 2.0 Level A. However, we continue to increase accessibility and usability of TELUS Health and adhere to many of the accessibility standards and guidelines. We have taken the initiative with using alt tags, audio tips and transcripts to help aid those with disabilities. In the future, we will continually seek out solutions to provide our users with a better overall experience.
TELUS Health has ensured that existing feedback processes are accessible to people with disabilities by posting an Accessibility link on the footer of all external-facing web content.
TELUS Health intends to make all websites and content conform with WCAG 2.0, Level AA by 2021.
Employment
TELUS Health is committed to fair and accessible employment practices.
We notify the public and staff that TELUS Health will accommodate people with disabilities during the recruitment and assessment processes and when people are hired. We ask candidates to advise of how TELUS Health might be able to support their participation in these processes and advise that we will work with candidates to ensure any planned interviews are accessible and accommodation is provided.
TELUS Health collaborates with individuals who require accommodation plans or return-to-work plans after having been absent due to a disability.
TELUS Health has:
- documented our processes for individual accommodation plans and return-to-work plans
- examined the accessibility of our performance management, career development and redeployment processes