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Service Disruptions

NOTICE-Service-Disrutpion

Notices may also be posted on the TDSB or school website where available.

Is there a service disruption in your school or office? Please contact your Principal or Site Manager, or let us know at accessiblity@tdsb.on.ca.

Under the Customer Service Standard of the AODA, service providers must notify customers about temporary service disruptions. Temporary service disruptions happen when services that customers with disabilities might rely on are temporarily unavailable.

Use the following Word Template to Display a Temporary Service Disruption

 

Temporary Service Disruptions

There are many reasons why different kinds of services might be temporarily unavailable, including:

Scheduled maintenance on structural features, such as:

  • Accessible parking spaces
  • Ramps

Unexpected events, such as:

  • An out-of-order accessible washroom
  • A broken elevator or lift

Technical difficulties, such as with:

  • Captioning equipment
  • TTY technology
  • Hardware for making alternate formats, like photo-copiers or Braille printers
  • Software, like screen readers or speech recognition programs
  • Systems for broadcasting audio or visual announcements

It is important for service providers to inform the public about service disruptions as soon as possible. When a provider knows in advance about a coming disruption, such as elevator maintenance, the provider should give the public advance notice as well.

What Notifications Should Include

Moreover, whether notifications offer advance notice or breaking news, they should include:

  • What the disrupted service is
  • The reason for the disruption
  • How long the disruption will last
  • Alternate methods of service

Use the following Word Template to Display a Temporary Service Disruption

These details will help customers plan how they want or need to proceed. Some customers may prefer to use the service they normally use and will want to know when it will be available again. Others may need service at a certain time, even if the service they normally use is still disrupted. They will need to know how the provider will meet their needs in spite of the disruption. Some alternate methods of service include meeting customers outside the premises or on the first floor, using other communication strategies, or recommending other locations where the customer can access needed services immediately.

Notification Formats

Furthermore, providers must post notifications in different places and formats so that all customers have access to them. Providers can post signs outside their doors and next to the disrupted service. Additionally, they should alert all customer service personnel to the disruption so that staff can give customers the information in person. Finally, they should also post notifications on their websites and on phone-answering services, such as answering machines or automated answering systems.

When providers alert the public to temporary service disruptions, they show customers that they understand their specific needs. When they make alternative arrangements to meet those needs if services are disrupted, customers view them as reliable no matter what.

Actions that are required by Caretaking Staff & Shift Leaders:

If there is a service disruption at the site/school/administration building – i.e. elevator/lift, accessible door opener is out of service, and it will impact staff, students, or community members, the caretaker should report the problem and assist during the service disruption in consultation with the Principal and Maintenance through the Team Leader.

Ensure the following steps are taken, if necessary -

  1. Follow normal Notification procedures. If there is ANY known individual who uses the services, the notification should be categorized as emergency.
  2. Discuss the disruption with the Principal. Depending upon the type of disruption and the need for immediate repair, the notification may have to be adjusted. Request that the Office Assistant/Administrative Assistant help will be needed to create a sign (Template - Out of Service attached).
  3. Provide details to the Office Assistant/Administrative Assistant:
      1. What the disrupted service is
      2. The reason for the disruption
      3. How long the disruption will last
      4. Alternate methods of service
      5. Print on a 8 ½ X 11 sheet of paper, as many copies as required for posting
      6. Post one notice at the Main Entrance #1 and another at the location of the service disruption, if practical
      7. Upon correction of the disruption of service, remove notice(s).