Process to receive and respond to feedback

Hatch has a process in place for receiving and responding to feedback about how goods and services are provided to customers with disabilities. The process to receive and respond to feedback is available in accessible formats upon request.

Customers with disabilities can offer their feedback in the following ways:

The customer is requested to provide their name, email address and phone number as well as the Hatch office they intend to visit or have visited.

Once feedback is received, the following actions are taken to respond:

  • The feedback is directed to the appropriate person for action
  • The feedback is assessed for appropriate action (Note: the customer service standard does not require a response to be provided for all feedback)
  • Customers who require feedback can expect an answer within 5 business days

The feedback process is readily available to the public through:

  • A notice on the Hatch web site
  • Signs in the reception areas
  • Other communication channels, as appropriate

Download Hatch's Accessibility for Ontarians with Disabilities Act (AODA) policy [pdf, 418 KB]

Download Hatch's AODA Self-Certified Accessibility Report [pdf, 160 KB]

Download Hatch's AODA Accessibility Plan [pdf, 233 KB]