Customer Service Standards

Customer Service Policy

Customer Service Standard

CCOC is committed to being responsive to the needs of all tenants and customers. We strive to provide quality goods and services that are accessible to all. CCOC will make reasonable efforts to ensure policies, practices and procedures and the delivery of goods and services provided to all our tenants and customers are in keeping with the principles of dignity, equity/equality of outcome, independence and integration.

CCOC Office Response Standards

CCOC office staff will strive to respond to e-mails, faxes, phone calls and voice mail messages from tenants and customers within 2 business days.

Notice of Temporary Service Disruptions

CCOC will let the public know when facilities or services that people usually use to access goods and services are temporarily unavailable, whether it is a planned or unplanned interruption. Notices for temporary service disruptions will be available in a timely fashion, and will be given in ways that are accessible to tenants with disabilities.

Customer Service Feedback

CCOC welcomes feedback on our customer service to help us continually improve. Feedback can be provided in several ways (by phone, e-mail or in person) all of which are listed in our tenant handbook, on our website, and at our reception desk.
CCOC will investigate and respond to all customer service complaints within a reasonable time. Tenants may send complaints to the manager of the department, or to the executive director. Complaints involving the executive director can be sent to the President of the Board.

Accessible Customer Service

Assistive Devices

People may choose to use their own personal assistive device while accessing CCOC goods and services. If a person is unable to access CCOC goods and services, even with the use of their own personal assistive device, CCOC will work with the person to identify service options that meet the needs of the individual.

Service Animals

Service animals are welcomed at all CCOC properties in areas that are open to the public including lobbies, laundry rooms, office and meeting rooms, yards, decks and rooftops. The owner of the service animal is responsible for the care, supervision and control of the service animal while on CCOC property.

Support Persons

CCOC welcomes support persons, as they help us provide good customer service. The tenant/ applicant/ customer should be asked if they prefer their support person to remain present when confidential information is disclosed. If the support person is present when confidential information is to be disclosed, the tenant/ applicant/ customer must provide consent.

Accessible Customer Service Training

All new and existing CCOC staff and volunteers are trained on accessible customer service and CCOC’s Customer Service Standard. All contractors are required to comply with Accessibility for Ontarians with Disabilities Act (AODA) requirements as part of their contract with CCOC.

This information is available in other formats upon request.

We observe and uphold Ontario’s Human Rights Code

Our organization respects and follows the letter and spirit of the Ontario Human Rights Code.

We support and protect the dignity and worth of everyone. We provide equal rights and opportunities for all employees, clients and volunteers.

Our policies, programs and processes are designed to address, prevent and eliminate discrimination in all aspects of employment and when we provide services to others. We do not tolerate harassment or unwelcome comments and actions. We take prompt action if such problems occur.

These are the prohibited grounds of discrimination under the Code: race, ancestry, place of origin, ethnic origin, citizenship, sexual orientation, sex, gender identity, gender expression, disability, colour, creed, age (18 and over, 16 and over in housing), marital status, family status, reprisal, receipt of public assistance (in housing), record of offences (in employment) and discrimination because of association.

The Code requires equal treatment in employment, housing, contracts, goods, services and facilities, and membership in vocational associations and trade unions.