The Ontario College of Pharmacists (OCP) Customer Service Policy (Providing Goods and Services to People with Disabilities) shown below, outlines our commitment to excellence in providing goods and services to all members of the public, including people with disabilities.

It was developed to comply with the Ontario Government’s Accessibility Standards for Customer Service, Ontario Regulation 429/07, which became law on January 1, 2008. It is the first accessibility standard under the Accessibility for Ontarians with Disabilities Act, 2005. This regulation is an important step to create a barrier-free and accessible Ontario by 2025.

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1.11 – Customer Service Policy (Providing Goods and Services to People with Disabilities)
Issue Date: October 2011

1. Our mission

The mission of the Ontario College of Pharmacists is to regulate the practice of pharmacy, through the participation of the public and the profession, in accordance with standards of practice which ensure that our members provide the public with quality pharmaceutical service and care.

2. Our commitment

In fulfilling our mission, OCP strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefits from the same services, in the same place and in a similar way as other members of the public.

3. Providing goods and services to people with disabilities

OCP is committed to excellence in providing goods and services to all members of the public, including people with disabilities and we will carry out our functions and responsibilities in the following areas:
3.1 Communication
We will communicate with people with disabilities in a manner that takes into account their disability. We will train staff on how to interact and communicate with people with various types of disabilities.
3.2 Publications
We will provide our publications in alternative formats, upon request, in a timely manner, dependent upon document specifications (e.g. length of document, format required).
3.3 Telephone services
We are committed to providing fully accessible telephone service to all members of the public. We will train staff to communicate over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with people by Teletypewriter (TTY) and email if telephone communication is not suitable to their communication needs or is not available.
3.4 Assistive devices
We are committed to providing goods and services to people with disabilities who use assistive devices to use or benefit from our goods and services. Persons with disabilities may use their own assistive devices as required when accessing our goods and services. In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of good and services.

4. Use of service animals and support persons

We are committed to welcoming people with disabilities who are accompanied by a service animal to the areas of our premises that are open to the public and other third parties.

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 OCP’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.

5. Notice of temporary disruption

OCP will provide 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 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 and posted on our website.

6. Training for staff

OCP will provide training to all employees and others who deal with the public on their behalf. Training will include the following:
• The purpose 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 service animal or support person.
• Availability of assistive devices.
• What to do if a person with a disability is having difficulty in accessing OCP’s goods and services.
• OCP’s policies, practices and procedures relating to the customer service standard.

7. Feedback process

Our goal is to make it easy for you to contact us and we offer equal access to our goods and services. We are committed to service excellence and comments on our services regarding how well those expectations are being met are welcomed and appreciated. If you are not satisfied with the level of service you received, you are encouraged to contact us in person, by telephone, in writing or by email. Qualified OCP Client Service Representatives are on hand to take your questions, provide information and lead you to appropriate resources, depending on the nature of your questions. This service is open to the public Monday to Friday between 8:30 a.m. and 5:00 p.m. Call toll-free: 1-800-220-1921 or get in touch by contacting us at ocpclientservices@ocpinfo.com.
All questions and complaints will be acknowledged within 2-3 business days. The acknowledgement will notify the recipient of further action if necessary.

8. Modifications to this or other policies

We are committed to developing accessible goods and services 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. All policies at OCP will respect and promote the dignity and independence of people with disabilities.

9. Questions about this policy

This policy exists to achieve goods and service excellence to people with disabilities. If you would like to receive a copy of this policy in an alternative format or if you have questions about this policy please contact Connie Campbell – Director, Finance and Administration at 416-962-4861 or ccampbell@ocpinfo.com or Betty Hsu, Human Resources at 416-847-8263 or bhsu@ocpinfo.com