 |
| Purchase Information |
| Use this form to request purchase information on CSA online subscriptions. |
|
|
Document CSA B480-02 is offered by IHS as part of an online subscription. This subscription contains many documents on the same topic.
You may also purchase this document alone from the IHS Standards Store.
CSA B480-02 Document Information:
Title
Customer Service Standard for People with Disabilities
Canadian Standards Association
Publication Date:
Jun 1, 2002
Scope:
Objectives
This Standard is for use by organizations that intend to provide
people with disabilities with
customer service that is equivalent to the quality of service provided
to the population at large.
The objectives of this Standard are to assist individuals and
organizations in planning and
implementing good service delivery, verifying the service performance
of the organization, and
ensuring that the quality of service is continuously improved.
Application
The Standard sets out
(a) general requirements, including core principles and the overall
framework of the Standard;
(b) requirements for the provision of customer service, including
requirements for management
leadership, provision of resources, service planning and delivery, and
responsibilities of staff
and associates;
(c) important considerations in understanding disabilities, and how to
interact with and meet the
needs of people with disabilities;
(d) a management system that can be implemented to monitor and improve
customer service; and
(e) further references and resources (see Appendices A to G).
Note: See Clause 4.7.4 for suggested approaches to appropriate timing
for implementing changes to
existing facilities and practices.
The Standard applies to all service delivery modes and may include,
and not be limited to, those
(a) in person, by telephone, or by electronic or mail correspondence;
(b) through an intermediary, intervenor, or third party; and
(c) by all personnel, whether professional, administrative, or full-
or part-time.
Intended Users
This Standard is for use by those who are responsible for developing
and bringing services to the
public, which includes people with disabilities. It is applicable to
large and small organizations,
including public, commercial, and not-for-profit service providers.
Users of the Standard may include, but not be limited to, the
following sectors:
(a) communications;
(b) education;
(c) entertainment, recreation, and community (theatres, sports
facilities and stadiums, arenas,
places of worship, food service, restaurants, etc);
(d) financial services (banks, insurance, etc);
(e) government;
(f) health care (hospitals, clinics, dentists, chiropractors, etc);
(g) retail (food, clothing, etc);
(h) property management (shopping malls, meeting rooms, libraries,
etc);
(i) service agencies for people with disabilities;
(j) transportation and travel (air, rail, bus, taxi, travel agents,
etc); and
(k) accommodation (hotels, motels, lodges, bed and breakfast premises,
etc).
Limitations
This Standard does not apply to the physical features or
characteristics of a built environment or
a product, unless they include a service delivery component.
Barrier-free requirements for the
built environment are addressed in CSA Standard CAN/CSA-B651.
The requirements of this Standard do not reduce or substitute for
regulatory or other requirements
for safety and functional provisions of a product, service, or
environment.
When establishing a management system for customer service for people
with disabilities,
organizations should be knowledgeable about legislation and
regulations that affect the safety of
their customers.
Terminology
Though use of this Standard is voluntary, it is written in
prescriptive language. In this Standard,
"shall" is used to express a requirement, ie, a provision that the
user is obliged to satisfy in
order to comply with the standard; "should" is used to express a
recommendation or that which is
advised but not required; and "may" is used to express an option or
that which is permissible
within the limits of the standard. Notes accompanying clauses do not
include requirements or
alternative requirements; the purpose of a note accompanying a clause
is to separate from the text
explanatory or informative material. Notes to tables and figures are
considered part of the table
or figure and may be written as requirements. Legends to equations and
figures are considered
requirements.
About IHS
IHS (NYSE: IHS) is a leading global provider of critical technical information, decision-support tools and related services in a number of industries including aerospace and defense, automotive, construction, electronics, and energy. IHS serves customers ranging from large governments and multinational corporations to smaller companies and technical professionals in more than 100 countries. IHS been in business for more than 45 years and employ more than 2,300 people around the world.
