Customer Service Policy Statement:

Providing Goods and Services to People with Disabilities

Our commitment

Lux-Bull HVAC Services (Lux-Bull) strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. Lux-Bull is also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same
place and in a similar way as other customers.

Lux-Bull, as an employer, has the obligation to operate in compliance with the Accessibility Standards for Customer Service (Ontario Regulation 429/07) and Integrated Accessibility Standards (Ontario Regulation 191-11). It is the policy of Lux-Bull to provide goods and services to persons with disabilities in a way that is consistent with the principles of independence, dignity, integration and equal opportunity.

Providing goods and service to people with disabilities

Lux-Bull is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas: Communication, Assistive Devices and use of Animals and Support persons.

Notice of temporary disruption

Lux-Bull will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice
will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at public entrances on our premises.

Training for staff

Lux-Bull will provide training to all employees who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals
of customer service policies, practices and procedures.

Feedback process

Comments on our services regarding how well we have met the expectations described above are welcome and appreciated.

Modifications to this or other policies

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Lux-Bull that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions about this policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by Lux-Bull HVAC Services.