Accessibility for Ontarians: Customer Service Standards Policy

OUR MISSION

Nielsen is the world's leading provider of global marketing information, consumer insights, business media products, and services. Our mission is to provide clients with the most complete understanding of consumers and markets worldwide.

OUR COMMITMENT

In fulfilling our mission, Nielsen strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are 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.

PROVIDING GOODS AND SERVICE TO PEOPLE WITH DISABILITIES

Nielsen 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

We will communicate with people with disabilities in ways that take into account their disability. We will train those who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone Services

We are committed to providing fully accessible telephone services to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by e-mail if telephone communication is not suitable to their communication needs or is not available.

Assistive devices

We are committed to servicing people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our goods or services. We will also ensure that staff knows how to use assistive devices available on our premises for customers.

Billing

We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: For example, hard copy, large print e-mail, etc. We will answer any questions customers have about the content of the invoice in person, by telephone or e-mail.

USE OF SERVICE ANIMALS AND SUPPORT PERSONS

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and other dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Nielsen's premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

NOTICE OF TEMPORARY DISRUPTION

Nielsen 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 all public entrances.

TRAINING OF STAFF

Nielsen will provide training to all employees, volunteers and others 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 services policies, practices and procedures.

This training will be provided immediately after staff commences their duties.

Training will include the following:

  • The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • 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 Nielsen's goods and services
  • Nielsen's policies, practices and procedures relating to the customer service standard
  • How to use equipment or devices that are available on the Company premises or that the Company provides to assist people with disabilities

Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to the policies, practices and procedures.

FEEDBACK PROCESS

Feedback regarding the way Nielsen provides goods and services to people with disabilities can be made by e-mail or verbally. All feedback will be directed to the associates Human Resources Business Partner. Individuals who provide the Company with feedback will receive acknowledgement of their feedback and will be notified of any actions that result from the feedback, if any. Click here to complete a form to contact us. If you prefer to speak with someone, please call (905) 475-3344 and ask to speak with the Vice President, Human Resources.

MODIFICATIONS TO THIS OR TO 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 Nielsen that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

QUESTIONS ABOUT THIS POLICY

Customers with questions about this policy are welcome to contact the Vice President, Human Resources. Please click here to send an e-mail message. If you prefer to speak with someone, please call (905) 475-3344 and ask to speak with the Vice President, Human Resources. View Nielsen Canada's latest Multi-Year Accessibility Plan

and the AODA Integrated Accessibility Standard Policy.