BRUCE STREET COVID-19 POLICIES

We apologise in advance for the requirement of needing our customers to follow and respond to such a formal document and process. We’re a small local company that takes pride in its friendly interactions and customer service. However, unprecedented times require unprecedented actions.

Bruce Street is focused on maintaining the resiliency of our networks, and protecting our facilities and critical business functions to ensure service continuity, including capacity management, backup, recovery and relocation of systems as necessary.

Our Meaford office is currently open for business as per standard Ontario Covid protocols and we continue to conduct the necessary repairs and maintenance required to ensure our network is functioning properly. All orders that do not require a technician such as service package changes, service transfers, etc. will be processed as usual as they can be administered internally. All onsite appointments will be booked between 9am and 5pm Monday to Friday. Please note:

Bruce Street Technologies Limited is currently performing onsite installations and repairs based on recommendations by Ontario medical agency officials and governmental restrictions.

Our technicians maintain the right to not enter the homes of customers who recently traveled outside the country, are exhibiting symptoms, or are quarantined or self-isolating. In accordance with the Health and Safety Act, employees have the right to refuse unsafe work conditions and Bruce Street supports this right.

In these instances, the technician will do everything possible outside the home to provide, restore or improve service, and will supply the necessary equipment for the customer to use inside the home.

Please note that these measures are temporary and will be followed until the proper Health officials deem it unnecessary. Your understanding and collaboration are essential and appreciated in these extraordinary times. We appreciate your support in our ongoing effort to provide service while ensuring the health and safety of Canadians. If you have any questions about this notification please contact a Bruce Street representative at 519-599-3689 or info@brucestreet.com.

The following precautions are consistent with the recommendations and guidelines set out by the World Health Organization (WHO) and the Government of Canada to keep our customers and employees safe during the COVID-19 pandemic. Please review the following onsite visit procedures:

• Technicians will only enter a customer’s home if and when it is required to complete the work and is deemed safe to do so.
• If the work is able to be completed outside, the technician will communicate with the customer from a suitable distance, or by phone.
• If technicians are required to go inside the home, prior to entering the home the technicians are required to call the customer and ask the questions below to determine if it is safe to enter the home.
• These questions are necessary to determine:
a) if a customer or close family member has contracted the virus
b) if a customer or close family member has a travel history which may indicate the presence of the virus
c) if a customer or family member might be considered vulnerable to effects of the virus

STEPS
1. Bruce Street agents who have determined that a technician visit is necessary must ask the customer:
a) Have you or any of your family members traveled outside of Canada in the past 14 days (as of the date of the customer’s call)?
b) Are you or a family member displaying flu-like symptoms of a cough, fever or difficulty breathing?
c) Are you or a family member considered vulnerable? If the customer isn’t sure who might be considered vulnerable, they can view the criteria at the Government of Canada’s website to determine if there is a potential risk:
https://www.canada.ca/en/public-health/services/publications/diseases-conditions/vulnerable-populations-covid-19.html

2. If the customer responds YES to questions 1 or 2, Bruce Street agents must ask them to call back:
a) 14 days after their return to Canada (provided they’re not displaying any symptoms)
b) When any symptoms they are currently displaying have subsided

3. If the customer responds NO to all 3 questions, Bruce Street agents can schedule the technician’s visit as per the usual process.

4. If the customer responds NO to the first two questions, but YES to the 3rd question (vulnerable person on the premises), Bruce Street agents must advise the customer that while we strive to ensure the health and safety of our staff, some COVID-19 infections are asymptomatic (not showing symptoms) and we can’t guarantee that our staff are free of infections.
If the customer still wants the technician to visit, Bruce Street agents can schedule it as per the usual process.
If the customer responds YES to the 3rd question but does NOT consent to a technician coming to their home, an appointment will not be scheduled.

5. Before/during the technician visit:
Bruce Street agents will proceed with a call-ahead process, 30 minutes prior to the visit and/or at the site, to identify cases where the situation has changed from the time the order was first booked.

Technicians must ask the same questions to ensure that they are still able to proceed with the onsite visit:
a) Have you or any of your family members traveled outside of Canada in the past 14 days (as of the date of the customer’s call).
b) Are you or a family member displaying flu-like symptoms of a cough, fever or difficulty breathing?
c) Are you or a family member considered vulnerable?

If the situation has changed and the customer responds YES to any of the questions, technicians will not enter the premises.

If the customer responds NO to either of the above questions, the technician will again advise the customer that, while we strive to ensure that all of our employees are healthy, some COVID-19 cases show no symptoms and we can’t guarantee that they are free of infection.