Customer Service Charter

The PHWDG will provide excellent customer service to all clients including people with disabilities. The PHWDG policy and procedures outline our commitment to all clients with a disability to access our services while remembering its guiding principles of independence, dignity, inclusion and equal opportunity. The PHWDG endeavours to deliver inclusive services free from discrimination on the grounds of ethnic or social origin, gender, disability, age, sexual orientation, religion or nationality. 

The PHWDG team endeavours to provide the best service and support to our clients by continuous improvement of our people, policies and processes.  We are relationship builders who strive to connect the right people to the right solutions to advance local labour market conditions in Peel and Halton Region. 

Our customer service charter sets out our commitment to you and outlines the standard of service that you can expect when dealing with us.

 OUR PROMISE TO YOU

>     We will provide quality advice, professional service, technical expertise and highly skilled people to support you;

>     We will provide fair and equitable access to our research, information and services;

>     We will listen to you and commit to providing a timely response;

>     We will be respectful and courteous at all times;

>     We will maintain confidentiality at all times;

>     When things go wrong, we will endeavour to make them right. See Our PHWDG Complaints & Resolution Policy for further information; and

>     We will always welcome your feedback. Whether you have a customer compliment or complaint, we encourage you to reach out to us by mail, email, telephone or in person

 HOW YOU CAN HELP

>     By providing feedback to enable us to improve our services.

>     By taking part in our online surveys so we have a better understanding of your needs and interests.

FACILITY ACCESSIBILITY

>     The PHWDG will be accessible to those using assistive devices. 

>     The public area of the office is confined to the central reception area and will be kept clear to maintain accessibility to all clients.

>     Any meetings held at a third-party location will include accessibility as part of the selection considerations.

COMMUNICATION

>     We will strive to communicate in a format that meets the needs of the client.

>     We will endeavour to provide communication in formats widely accessible and in simple language.

SERVICE ANIMALS

>     Service animals are welcome in all public areas of our premises, except where excluded by law.

SUPPORT PERSONS

>     A support person is welcome to accompany any client with a disability to the PHWDG office or any PHWDG hosted event.

>     Where the PHWDG is hosting an event, we will waive any attendance costs for the support person.

>     Where there is a cost for a support person to attend, which we cannot waive, we will communicate with clients directly.

SERVICE DISRUPTION

>     If there are any issues with our facilities, equipment or services, we will post notice to the public on the specific nature of the disruption (i.e, the elevator is closed for repairs). 

>     We will communicate the nature of the problem, the estimated length of the disruption and how we are addressing the issue.

STAFF TRAINING

All staff will receive written training covering:

>     A review of the purposes of the AODA Customer Service requirements.

>     Best ways to interact with and communicate with people with various types of disabilities.

>     Instructions on how to use equipment, devices or services that may help people with disabilities access our services, such as Bell Relay Services.

Each staff member will be required to keep this training document as an ongoing resource. Training will be part of staff orientation and at least once a year all PHWDG employees will review the policy as a group and consider revisions to procedures.

WEBSITE ACCESSIBILITY

WHAT IS WEBSITE ACCESSIBILITY?

When designing the PHWDG website, accessibility was a primary consideration. Our designers committed to making the website content available to all users, particularly those with disabilities, including visual, auditory, physical, speech, cognitive, and neurological disabilities regardless of their browsing technology.

As a result of our commitment to accessibility, the PHWDG website is optimized to be used across accessibility devices and employs industry-standard techniques and best practices, including:

>     High contrast, easy to read fonts that can be toggled to increase size;

>     Large, easy to read menu buttons;

>     Alternate text tags on images; and

>     Adoption of the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA according to the schedule set out in the AODA Integrated Accessibility Standards.  

ACCESSIBILITY & CUSTOMER SERVICE FEEDBACK

If you experience problems accessing any of the information on our website or at our location or for more information on our customer service policies, please contact our Communications Specialist at info@peelhaltonworkforce.com or call (905) 306-9588 and we will try our best resolve the situation or provide the information in an alternative format. You may also contact us in person or by mail at the address listed below:

CUSTOMER CONTACT INFORMATION

Peel Halton Workforce Development Group

6755 Mississauga Road

Suite 415

Mississauga, ON L5N 7Y2

Tel: (905) 306-9588

email: info@peelhaltonworkforce.com

Hours of Operations

Monday: 9 am – 5 pm

Tuesday: 9 am – 5 pm

Wednesday: 9 am – 5 pm

Thursday: 9 am – 5 pm

Friday: 9 am – 5 pm

Saturday: Closed

Sunday: Closed