Accessible customer service

Rushproof answers after-hours emergency calls for property managers across Canada. We want every resident, owner and manager to be able to reach us and be understood, whatever their disability. This policy follows Ontario's Accessibility for Ontarians with Disabilities Act and its customer service standard, and we apply it in every province.

How the phone desk works

The Rushproof desk is an automated voice assistant. It answers in English and French and waits for the caller to finish before it answers. Callers can ask it to repeat anything it said.

Relay and support persons

We accept calls placed through a relay service, including Bell Relay Service, IP Relay and SRV Canada VRS (video relay). The desk speaks with the relay operator or interpreter the way it would with the caller, and gives them time to pass each turn along.

A support person may speak for the caller on any call. The desk asks only for the building, the unit and the problem, and takes them from whoever is speaking.

Texts and links

After an emergency call, we text the resident a link to a plain page that shows where their job stands. If texts do not work for you, tell us or your manager and we will reach you another way.

Disruptions

If the phone desk or the texts are down, we tell each property manager we serve, say what is affected and when we expect it back, and they tell their residents.

Training

Everyone at Rushproof who deals with residents, owners or managers is trained on this policy and on serving people with disabilities, and is trained again when it changes.

Feedback

Tell us how we did, or what got in the way. Email admin@rushproof.ca, call 236 204 0609, or write to Rushproof, 422 Richards Street, unit 170, Vancouver, BC V6B 2Z4. We reply within 5 business days, in the format you used or the one you ask for.

This policy in another format

Ask by any of the ways above and we will send this policy in large print, plain text, or read aloud by phone, at no cost.