customer accessibility policy

EF Educational Tours and its Canadian associated services (“EF”) support the inclusion of persons with disabilities as set out by the Accessibility for Ontarians with Disabilities Act (AODA) 2005. In accordance with the AODA, EF is committed to respecting the dignity and independence of people with disabilities at all times. The following policy outlines EF processes in accordance with the AODA in accordance Ontario Regulation 429/07.

Assistive Devices:

EF will ensure that employees are trained and familiar with basic assistive devices that may be used by customers. Assistive devices include, but are not limited to: wheelchairs, crutches, braces and hearing aids.

EF has the interest of the customer in mind, but even with our best effort, there may be possible restrictions and challenges while on tour. Many overseas destinations and modes of transportation may not have the same Canadian standards of accessibility and could potentially cause restrictions for people with disabilities.

If a customer requires an assistive device, an EF representative should be informed as soon as possible in order to understand travel expectations and arrange cost-conscious alternatives for a particular tour.

Service Animals & Support Persons:

EF welcomes all service animals and support persons accompanying people with disabilities. Service animals will be allowed on premises open to the public. In situations where a service animal is prohibited from a space in accordance with laws, EF will search for alternatives. On tour, there may be possible expenditures related to a service animal or support persons. In such a case, EF will try to reduce that cost whenever possible.

Communications:

EF will communicate with people with disabilities in ways that take into account their disability. We will communicate in a manner that is most comfortable for them.

Notice of Temporary Disruption:

Unpredictable events can happen at any time during a tour. In the event of planned or unplanned disturbances to people with disabilities, EF will notify customers as soon as possible with the reason, estimated time frame, and alternatives for the disturbance.Training for Employees and Tour Directors:

EF will provide training to customer-facing employees.

Training includes:
  • An overview of the Accessibility for Ontarians with Disability Act, 2005, along with a customer service standards plan.
  • 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 a support person.
  • How to use equipment or devices available at our premises or otherwise provided by EF that may help disabled customers.
  • What to do if a person with a particular type of disability is having difficulty accessing our tours.
  • EF’s policy related to customer service standards in Canada or abroad.

Additionally, training will be provided when policies, practices or procedures regarding persons with disabilities have changed.

Feedback:

EF welcomes feedback regarding the policies, procedures and service regarding disabled persons. Please contact any one of our representatives in person, via phone, mail or email. All feedback is directed to the Customer Service Manager and then forwarded to the proper channels. Customers can expect a reply outlining suggested actions or an expected date of suggested actions within five business days. Please send all email feedback to: HR.Canada@EF.com

Modifications to this or other policies:

EF will assure that all policies and guidelines will respect and promote the dignity and independence of people with disabilities. Procedures that do not comply will be modified or removed from the documents.

Click here to view a printable version of our Customer Accessibility Policy.