ACCESSIBLE CUSTOMER SERVICE POLICY
Providing Goods and Services to People with Disabilities
ACCESSIBLE STANDARDS FOR CUSTOM SERVICE
POLICY FOR PEOPLE WITH DISABILITIES
Tradition Mutual Insurance Company is committed to excellence in serving all customers, including people with disabilities. All services provided by Tradition Mutual will be delivered in a manner that respects the dignity and independence of all customers, the provision of services will be integrated and those with disabilities will be given equal opportunity to obtain, use and benefit from the services provided.
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:
- The provision of services to persons with disabilities
- The use of assistive devices
- The use of guide dogs, service animals and service dogs
- The use of support persons
- Notice of service disruptions
- Feedback on accessibility to our services
- Training
Scope
This Policy applies to all persons who deal with members of the public or who participate in developing our company’s policies, practices and procedures governing the provision of services to the public, including staff, agents and directors.
Practices and Procedures
Tradition Mutual Insurance Company shall meet its duties and responsibilities under Ontario Regulation 429/07 by adhering to the following practices and procedures:
1. Training
Tradition Mutual will ensure that all persons to whom this Policy applies receive training as required by the Accessibility Standards for Customer Service. The training will be tailored to suit each person’s interactions with the public and his or her involvement in the development of policies, procedures and practices on topics pertaining to the customer service standard.
The training will include the following:
- a) a review of the purposes of the Accessibility for Ontarians with DisabilitiesAct, 2005
- b) the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07
- c) Tradition Mutual’s policies, procedures and practices pertaining to providing accessible customer service to individuals with disabilities
- d) instructions on how to interact and communicate with persons with various types of disabilities
- e) instructions on how to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or support person
- f) instructions on how to use equipment or assistive devices that are available on our premises (or that we provide) that may help individuals with disabilities
- g) what to do if a person with a disability is having difficulty accessing the company’s goods or services.
The training will be provided to all new employees as part of their orientation process. Revised training will be provided in the event of changes to legislation, practices or procedures.
Tradition Mutual will keep a record of training that includes the training materials, the names of participating employees and the dates training was provided.
2. Assistive Devices and other Measures that Assist with Accessibility
Assistive device is defined as a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of individuals with disabilities.
In the event a person with a disability is hindered from accessing our services through the use of his or her own personal assistive device, we may offer that person other reasonable measures to assist him or her in obtaining or benefiting from our services, where we have such other measures available.
3. Communication
Tradition Mutual Insurance Company will communicate with people with disabilities in ways that take into account their disability.
4. Service Animals
Tradition Mutual Insurance Company welcomes people with disabilities and their service animals. Service animals are allowed in the areas of our premises that are open to the public.
Section 4(9) of the Accessibility Standards of Customer Service indicates that an animal is a service animal if
- it is readily apparent that the animal is being used for reasons related to a person’s disability; or
- if the person provides a letter from the doctor or nurse confirming that the animal is required for reasons relating to the disability.
5. Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany him or her on our premises. Tradition Mutual Insurance Company does not charge fees to enter our premises and will not charge a support person to attend an event or function hosted by the company.
Consent will be obtained from the individual with the disability prior to any conversation where confidential information might be discussed.
6. Notice of Service Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Tradition Mutual Insurance Company will notify customers promptly. A clearly posted notice will include information about the reason for the disruption, its anticipated length of time and a description of alternative facilities or services, if available. The notice shall be posted in a conspicuous place on the premises of the facility or by other reasonable methods, as appropriate.
When the disruption is planned, advance notice will be provided.
7. Feedback Process
Customers who wish to provide feedback on the way Tradition Mutual Insurance Company provides goods and services to people with disabilities can do so in the manner deemed most convenient. A Feedback Form will be available upon request from the Accessibility Coordinator
Tradition Mutual Insurance Company
All feedback will be kept in strict confidence and will be used to improve customer service. Complaints will be addressed according to our organization’s regular complaint management procedures.