Customer Service Policy: Providing Goods and Services to People with Disabilities

Purpose

To ensure all programs and services are accessible to everyone in the community in accordance with Customer Service Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005.

Policy Overview

These policies and procedures apply to all goods and services that are delivered by the organization, by any means including in person, by telephone, electronically, by mail, visually, orally or by written means.

This policy applies to all staff, volunteers, and third parties who deal with the public on behalf of the organization.

Our Mission Statement

To provide our policyholders with quality insurance products using sound business practices while serving as a good corporate citizen.

Our Commitment

In fulfilling our mission, we strive at all times to provide our goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities equal opportunity to access and benefit from our goods and services in the same place and in a similar way as other customers.

We will promote accessibility through the development of policies, procedures, and practices that consider the needs of people with disabilities.

Principles

Reasonable efforts will be made to ensure the following:

  • That goods and services be provided in a manner that respects the dignity and independence of persons with disabilities.
  • Persons with disabilities will be given equal opportunity to obtain, use and benefit from goods and services.
  • The provision of goods and services will be integrated unless alternate measures are required to enable accessibility.

Key Practices

Procedures will strive to reflect the following:

  • Provide full access to goods and services to persons with disabilities.
  • Communication will consider the nature of a person’s disability.
  • Allow personal assistive devices.
  • Permit guide dogs or service animals in public areas.
  • Permit support persons to accompany individuals.
  • Provide notice of temporary disruptions to accessible services or facilities.
  • Train staff appropriately.
  • Offer a feedback process for accessibility issues.
  • Provide access to required documents upon request in various formats.

Definitions

Alternate Format – Non-traditional ways of presenting information (e.g., large print, electronic).
Assistive Devices – Tools that aid individuals (e.g., wheelchairs, hearing aids).
Customers – Any person receiving goods or services.
Disabilities – As defined in the Ontario Human Rights Code.
Employees – Anyone dealing with the public on behalf of the organization.
Persons with Disabilities – Defined under the Ontario Human Rights Code.
Service Animals – Defined under the Blind Persons Rights’ Act or with physician/nurse confirmation.
Support Persons – Individuals who assist a person with a disability.

Provision of Goods and Services

We are committed to excellence in serving all customers, including those with disabilities, and will ensure:

  • Dignity and independence are respected.
  • Integration of services where possible.
  • Equal opportunities are provided.
  • Individual needs are considered.

Specific Policies, Practices, and Procedures

  1. A male customer with a disability may access the women’s washroom (in private) if the men’s washroom is not accessible.
  2. Opposite-gender support persons may access the universal men’s washroom on the first floor.
  3. The receptionist will assist with front door access until automatic openers are installed.
  4. Accessible parking and ramp locations will be shared during appointment bookings.

Communication

We will communicate with customers in ways that consider their disabilities:

a) Staff will be trained in accessible communication.
b) Alternate formats will be offered.
c) Documents will be available in accessible formats as needed.
d) Non-telephone communication (email, written) will be offered as required.

Assistive Devices

Customers may use personal assistive devices. Staff will be trained to support customers using them.

Service Animals

Service animals must be:

  • In the direct care of the handler.
  • Handled in a way that ensures safety of others.
  • Accommodated with staff support where necessary.

All public-facing staff will be trained on how to interact with customers accompanied by service animals.

Support Persons

Support persons are welcome to accompany individuals with disabilities. Consent and confidentiality agreements may be required due to the nature of discussions.

Disruption of Service

In the event of disruption to accessible services or facilities (e.g., parking lot, ramps, elevators, washrooms), notice will include:

  • Reason, duration, and alternatives.
  • Posted signs, verbal notice during booking, email, or voicemail updates.

Training

Training will be provided to all public-facing staff and those involved in creating customer service policies. Topics include:

  • AODA and Customer Service Standard.
  • Interacting with persons with disabilities.
  • Use of assistive devices and communication alternatives.
  • Handling access challenges.

Training formats include in-person, e-learning, or required readings. Records will be maintained.

Feedback

Feedback is welcomed and may be submitted:

  1. In person or by phone
  2. Via email
  3. Via written feedback form or mail

Feedback will be acknowledged within 7 days. External accessibility consultants may be engaged if internal resolution is insufficient.

Policy Updates

Policies and practices will be reviewed and updated to support dignity, independence, integration, and equality. Non-compliant policies will be modified or removed.

Documentation Requirements

We will notify customers that AODA-related documents are available upon request and provide them in formats such as:

  • Website
  • Large print
  • Accessible Word documents