Accessibility for Ontarians with Disabilities Act 2005

Customer Service Policy

Policy Statement

NexCycle Industries is committed to providing quality service that is accessible to all customers. The implemented policies, practices and procedures strive to, at all times, provide goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to ensuring that people with disabilities have equal opportunity to benefit from our goods and services and that whenever possible they are able to do so in the same manner as customers who do not have disabilities.

Assistive Devices

Personal Assistant Devices

A person with an assistive device is permitted to use his or her own assistive device while accessing goods and services by NexCycle Industries. All staff will be trained and familiar with various personal assistive devices that customers with disabilities may use when inquiring or accessing goods and services.

Support Persons

NexCycle welcomes people with disabilities who are accompanied by a 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 NexCycle’s premises.

Service Animals

The accompaniment of a service animal is allowed in areas that are permitted for customers. The person accompanied by the service animal must keep the animal under their control at all times while on the premises. NexCycle staff will be trained in how to interact with people with disabilities who are accompanied by a service animal.

1.0 Communication

NexCycle Industries will communicate with people with disabilities in a way that takes in to account their disability. All staff who deals with customers, will be trained on how to communicate with people who have various types of disabilities.

NexCycle information will be provided in an accessible format if an employee asks for it. This includes:

2.0 Notice of Service Disruption


NexCycle will provide customers with notice in the event of a planned or unplanned unavailability of goods, facilities or services. NexCycle will include information about the reason for the disruption, its anticipated duration and the description of alternate facilities or services (if available) Notice will be posted on NexCycle premises. Customers may specifically be contacted if advanced notice is possible.

3.0 Hiring


NexCycle welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

4.0 Training

Training will be provided for any staff member who interacts with customers. Training will be provided in part with NexCycle’s orientation package. Training will consist of:

Training records will be logged and NexCycle will provide training to reflect any changes made to the Accessibility Standards for Customers Service (Ontario Regulation 429/07)

Third party contractors who deal with the public or other third parties on behalf of NexCycle shall ensure that their employees or subcontractors have received training in accordance with this policy.

5.0 Feedback

Should a member of the public wish to provide feedback they can do so;

  1. In person at our Brampton Facility located at 235 Wilkinson Road, Brampton Ontario, Monday to Friday from 8:00am to 5:00pm. Guelph office: 50 McLean Road, Guelph, Ontario N1H 6H9 from 8:30am to 4:30 pm.
  2. By telephone at 519-836-5981 Extension 222
  3. In writing to the attention of Human Resources, 235 Wilkinson Road, Brampton Ontario L6T 4M2 or 50 McLean Road, Guelph, Ontario.
  4. Electronically via email, jjames@nexcycle.com or ddavidson@strategicmaterials.com

Feedback will be used to improve the way NexCycle provides goods and services to people with disabilities. If the person who submitted the feedback requests a response, staff will dutifully respond within a reasonable time frame.