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Canadian Manufacturers& Exporters Accessible Customer Service Policy: CME Ontario

Updated November 1, 2012

Policy Statement
Canadian Manufacturers & Exporters Ontario Division (CME) is committed to providing accessible customer services in a manner that respects the dignity and independence of persons with disabilities. As part of CME's commitment to excellence, we seek to recognize and to remove obstacles to facilitate access to CME programs and services.

Providing Goods and services to persons with disabilities:
Communication
CME Ontario will communicate to people with disabilities in ways that take into account their disability.
CME Ontario will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone Services
CME Ontario is committed to providing full accessible telephone service to our customers. We will train staff on clear telephone communications. We will offer to communicate via email if telephone communication is not suitable to the customer communication needs.

Assistive Devices
CME Ontario is committed to serving people with disabilities who use assistive devices when using CME Ontario services. We will ensure that staff who interact with Ontario customers are trained and familiar with various assistive devices that may be used by persons with disabilities while accessing our services.

Invoice Statements and other written communication
We are committed to providing accessible invoices and other written communication to all of our customers. Our standard invoice is hard copy with 12 point font. Upon request we will be please to provide hard copy invoices in larger font or verbal communication of invoice. We are also please to provide upon request, other written communication in larger font or verbally.

Support persons
CME Ontario is committed to welcoming people with disabilities who are accompanied by a support person. CME Ontario does require that persons with disabilities with support persons must register their support person to assist in attendance at workshops, seminars, events, etc. A fee will not be charged to support persons while attending an event to support a person with disability.

Use of service animals
Persons with disabilities are permitted to be accompanied by their service animal, keeping the service animal with them, while accessing CME Ontario services, unless the service animal access is prohibited by law. In the event service animal access is prohibited, CME Ontario will seek other measures to enable the person with disability to access CME Ontario service.
It is the responsibility of the person with the service animal to ensure that the service animal is under control.

Notice of temporary disruption
CME Ontario Division will make reasonable effort to provide notice in the event of a disruption of services to persons with disabilities. The notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative plans, if available.

Training for staff
CME will train all employees who deal with the Ontario public or other third parties on their behalf, and all those who are involved in the development and approvals of customer services policies, practices and procedures.
Training records will be kept in the Human Resources office.

Training will include:
➢ The purposes of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the customer service standard.
➢ 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 support person or service animal.
➢ What to do if a person with disability is having difficulty in accessing CME's services
➢ CME Ontario policy, practices and procedures relating to the customer service standard.

Feedback Process
The ultimate goal of CME Ontario is to meet and surpass customer service expectations including service to customers with disabilities. Comments on our services regarding how well we are meeting expectations are welcome and appreciated.
Feedback regarding services to persons with disabilities may be submitted via telephone, letter or email to CME Vice President Organizational Excellence at:

CME Corporate Office
6725 Airport Road Suite 200
Mississauga ON L4V 1V2
905 672 3466

E-mail: customerexperience@cme-mec.ca or joanneheighway@cme-mec.ca

CME will acknowledge and respond within seven business days.

Modifications to this or other policies
CME is committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. No changes will be made to this policy before considering the impact on persons with disabilities.


Questions about this policy

This policy exists to achieve service excellence to Ontario customers with disabilities. Questions regarding this policy may be directed in writing, via telephone or by email to:
CME Corporate Office
Office of Organizational Excellence
6725 Airport Road Suite 200
Mississauga ON L4V 1V2
905 672-3466
Email: customerexperience@cme-mec.ca

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