Jostens Canada Customer Service Policy Statement

 

Customer Service Policy Statement

Providing Goods and Services to People with Disabilities

Jostens Canada Ltd is committed to excellence in serving all customers including people with disabilities. Services will be provided to persons with disabilities in a manner that is integrated unless an alternate measure is necessary and carried out in a manner that respects dignity, independence, and equality of opportunity.

About Jostens

Jostens is a leading provider of products, programs and services that help people celebrate important moments, preserve memories, recognize achievements and build affiliations. Our products include yearbooks, memory books, class rings, graduation products and products for athletic champions and their fans.

Application

This policy applies to all employees of Jostens Canada:

  • District Sales Managers
  • Regional Sales Managers
  • Territory Sales Representatives
  • Sales Associates
  • Temporary Sales Staff

Assistive Devices

We will ensure that our staff is aware of various assistive devices that our customer may use or that are available at the different locations where we conduct our business. May require having a staff member at the location available to assist with the device. (Schools, Community Centers, other).

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Service Animals

As Jostens employees conduct business in public buildings, guidelines for service animals are up to the individual location. If service animals are not permitted on the premises, alternate locations may be suggested.

Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them at all times.

Notice of temporary disruption

It is the responsibility of the public facility to notify customers of any disruptions, Jostens employees are not in control of these facilities.

Training

Jostens will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained:

  • District Sales Managers
  • Regional Sales Managers
  • Territory Sales Representatives
  • Sales Associates
  • Temporary Sales Staff

Staff will be trained on Accessible Customer Service as soon as possible after they have started in their position. Training will be provided on an ongoing basis in connection with changes to the policy, practices and procedures governing the provision of foods and services to persons with disabilities. Records will be kept identifying training dates and names of employees.

Training will include

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Jostens plan related to the customer service standard
  • How to interact and communicate with people with various 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
  • Ensuring that a local staff member to the facility is available to assist with the use of equipment or devices 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 trouble accessing Jostens goods and services.

Feedback Process

Customers who wish to provide feedback on the way Jostens provides goods and services to people with disabilities can do so in the following way(s):
By email:    wpghr@jostens.com
By phone:  (204) 783-1310
By mail:      Jostens Canada Ltd.
                  1643 Dublin Ave.
                  Winnipeg, MB R3H 0G9

All Feedback, including complaints, will be handled in the following manner:
Investigation handled by Human Resources and applicable Senior Management

Customers can expect to hear back within a reasonable time period if requested.

Notice of availability

Jostens will notify the public that our documents related to accessible customer service, are available upon request by posting a notice on our website.

Modification to this or other policies

Any policy, practice or procedure of Jostens Canada that does not respect and promote the principles of dignity, independence integration and equal opportunity for people with disabilities will be modified or removed.