PHILADELPHIA, PA — The U.S. Attorney’s Office has secured a settlement with Aqua Services, Inc. to improve access to customer service for individuals with disabilities. The settlement, announced by U.S. Attorney Jacqueline C. Romero, addresses compliance with the Americans with Disabilities Act (ADA) and aims to ensure equitable communication for Aqua’s vast customer base across eight states, including Pennsylvania.
The settlement arose from a complaint lodged with the Department of Justice by an Aqua customer who uses a relay service due to being nonspeaking. The customer alleged repeated instances where Aqua’s customer service representatives disconnected his calls, thereby hindering his ability to resolve billing issues promptly. This complaint highlighted a critical need for businesses to facilitate effective communication with all customers, including those with speech, hearing, or vision disabilities.
Under the ADA, businesses like Aqua Services must provide auxiliary aids and services, such as telephone relay services, to ensure that communication with individuals with disabilities is as effective as with those without.
To address the concerns raised, Aqua Services has committed to several corrective actions. The company will appoint an ADA Coordinator to oversee compliance efforts and introduce a dedicated telephone line and email address for addressing accessibility concerns. Additionally, Aqua will implement and publicize an Effective Communications Policy to guide interactions with customers with disabilities. As part of the settlement, Aqua will also compensate the complainant financially.
“Many individuals who have hearing or speaking disabilities use relay services to communicate by phone,” stated U.S. Attorney Romero. “Businesses must ensure that their employees are prepared to communicate effectively with customers who use such services. My office appreciates Aqua’s cooperation during this investigation and its commitment to effective communication with its customers who have disabilities.”
This settlement underscores the paramount importance of ADA compliance, serving as a reminder to businesses nationwide of their obligations to accommodate customers with disabilities. By enhancing their communication protocols, Aqua Services sets a precedent for inclusivity, ensuring that all customers receive the service and respect they deserve.
While the settlement resolves the specific allegations, it highlights broader implications for ADA adherence across various industries. As companies continue to adapt to regulatory standards, this agreement serves as a vital step toward eliminating communication barriers and fostering a more inclusive society for individuals with disabilities.
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