Legal Information and Policies → Accessibility Policies → Docupace Accessible Customer Service Policy and Plan

 

In fulfilling our mission, Docupace strives to always provide services in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our services and allow them to benefit from the same services as other customers.

Communication

We will communicate with people with disabilities in ways that take into account their disability. This may include the following:

  • By email
  • Or other means identified by the person with a disability

 

We will work with the person with a disability to determine what method of communication works for them. Employees of Docupace who communicate with Customers will be trained on how to interact and communicate with people with various types of disabilities.

Assistive Devices

We are committed to serving people with disabilities who use assistive devices to obtain, use, or benefit from our services. We will ensure that our Employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services. Our Employees are ready to assist users with disabilities and enjoy the services we offer, taking into consideration and respecting the dignity and independence of the individual.

Service Animals & Support Persons

Docupace welcomes people with disabilities, their support persons, and/or their service animals to the parts of our premises that are open to the public. Docupace Employees dealing with the public will be trained in how to interact with people with disabilities accompanied by their Support Person and/or Service Animal. To the extent that Customers with disabilities are invited on the company’s premises, a Support Person and/or Service Animal may accompany such users always during their visit, unless prohibited by law at which point, we would work together to address those needs.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services for customers with disabilities or special access needs, Docupace will notify customers promptly, subject to the requirements of the AODA. This communication will include information about the reason for the disruption, its anticipated length of time, and a description of alternative services, if available. Such notices would be posted conspicuously on applicable websites. To the extent that the disruption pertains to our physical space accessible by Customers, notices will be placed on public entrances.

Training

Docupace may provide accessible customer service training to all Employees, and anyone involved in developing our policies or anyone who provides services to customers on our behalf. The goal of the training will be to ensure that our Employees interact and communicate appropriately with individuals with various disabilities or special access needs.

Training will include:

  • The purposes of Title III of the Americans with Disabilities Act (ADA) which prohibits discrimination on the basis of disability in the activities of public accommodations;
  • Docupace’ s commitment to complying with the ADA;
  • 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;
  • What to do if a person with a disability is having difficulty in accessing Docupace’s services.

 

Employees will also be trained when changes are made to our policies. Records of all training provided under this policy are maintained by Docupace’s internal team.

Feedback Process

Docupace’s goal is to meet and exceed customer expectations when serving customers with disabilities. Comments, questions, and compliments on how those expectations are being met are welcomed and appreciated! Customers who wish to provide feedback can do so through contact options on Docupace’s website or by emailing communications@docupace.com. If necessary, the feedback may be referred to designated individuals within the Customer Service Department, or to other Employees who will work with the Customer to address the concerns and improve our service. Complaints will be addressed according to established customer complaint management policies and procedures.

Changes to Existing Policies

Modifications to this or other policies will not be made unless the impact of the changes on persons with disabilities has been considered. Docupace reserves the right to make amendments to this policy without prior notice to you. Docupace is committed to communicating with persons with disabilities in ways that take into account their disability, so if you require a different format that is more accessible to you, please let us know.

Notice of Availability of Documents

Docupace will provide this document in an accessible format or with communication support, upon request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and at no additional cost. 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 is unclear, an explanation should be provided or referred by communications@docupace.com.