Legal Info

Customer Service Standard Policy

(Accessibility for Ontarians with Disabilities Act, 2005)

Policy

EFI Concepts is committed to providing accessible customer service to clients with disabilities in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and the Accessibility Standard for Customer service.

EFI Concepts has made reasonable efforts to ensure all of our policies, practices and procedures adhere to the key principles of dignity, independence, integration and equal opportunity for clients with disabilities as outlined in the Accessibility Standard for Customer Service. Each of these principles is discussed as follows:

Dignity: We are committed to delivering services in a manner that respects the dignity of our clients with disabilities. Our clients with disabilities are valued and as deserving of effective and full service as any other client. Our service delivery takes into account how our clients with disabilities can effectively access and use our services and shows respect for these methods.

Independence: We will ensure that our clients with disabilities will be given the freedom and opportunity to access services on their own and without influence by others in accessing services.

Integration: We are dedicated to allowing our clients with disabilities to fully benefit from the same services, in the same place and in the same or similar way as other clients. Our policies, practices and procedures are designed to be accessible to everyone, including people with disabilities. If a client with a disability requires alternative measures to access our services, our firm members will make every effort to support the client in this regard.

Equal Opportunity: We are committed to ensuring our clients with disabilities have the same opportunities, options, benefits and results as others when utilizing our services. We will ensure that our clients with disabilities do not have to make additional effort to access or obtain our services.

 

Communication

EFI Concepts is dedicated to ensuring that we communicate with clients with disabilities in a way that takes into account their disability. We will provide accessible services to all of our clients in formats suitable to their needs. We will answer any questions clients have in person, by email, by telephone or by other means if telephone communication is not suitable to our client’s communication needs or is not available.

Assistive Devices

EFI Concepts is committed to ensuring that our staff is trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our services. Our clients are permitted to bring their personal assistive devices when accessing services and our firm members recognize there is a wide range of devices that may be used.

We do not generally have assistive devices on our premises; however we are dedicated to supporting our clients in accessing services through the provision of other assistive measures. In the absence of assistive devices, our clients can expect that we will provide alternative service methods if necessary and if practical.

Service Animals

We welcome our clients with disabilities who may be accompanied by a service animal in all areas of our premises that are open to the public or third parties.

In the rare situation where another person’s health and safety could be seriously impacted by the presence of a service animal on our premises, we will consider all relevant factors and options in trying to find a solution that meets the needs of all individuals.

Support Persons

We recognize that, in some instances it is necessary for our clients with disabilities to be accompanied by a support person.

A support person may be present when information is being exchanged between our staff and a client. A support person may also contact us on the client’s behalf, attend meetings and assist the client in communicating with us. In those situations, EFI Concepts will exercise due diligence in maintaining client confidentiality and will request permission from clients prior to disclosing information in the presence of and/or to a support person.

 

Notice of Temporary Disruption

We recognize that our clients with disabilities may rely on certain facilities, services or systems in order to access our services. As such, EFI Concepts will provide notice in the event of a planned disruption in the facilities or services usually used by people with disabilities, as it relates to the space occupied by our firm. Where practical, our clients can expect that we will provide notification of disruptions for any location, technology or method that a person with a disability must use in order for our services to be accessible to them.

When an unplanned disruption has been identified, notice will be provided as soon as possible outlining the reason for the disruption, the expected duration of the disruption and alternative facilities or services that are available, if any.

When providing notice of disruptions, we will do so by posting notices in conspicuous places including the point of disruption, our lobby, and on our external website, depending on the nature of the situation. When significant disruptions occur, we will make every effort to contact clients with scheduled appointments/meetings whenever possible and will provide notice by any method reasonable under the circumstances.

Training

EFI Concepts is committed to ensuring that all our firm members, volunteers, and others who deal with the public on our behalf, receive training on providing customer service to persons with disabilities.

Our training is designed to meet the compliance requirements of the Customer Service Standard and includes information on the following key areas:

  • A review of the purposes of the AODA and the requirements of the customer service standard
  • EFI Concepts’ policies, practices and procedures relating to the customer service standard
  • Instruction on how to interact and communicate with persons with various types of disabilities
  • Instruction on how to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or the assistance of a support person
  • Instruction on how to use equipment or devices that may be available on our premises or otherwise provided
  • Instruction on what to do if a person with a particular type of disability is having difficulty accessing our services

EFI Concepts has incorporated this training requirement into firm hiring practices to ensure that new firm members complete the required training within a reasonable time of having accepted employment.

EFI Concepts is committed to maintaining a record of firm members who receive and complete the training. The records will include the dates that training is provided and the names of the individuals who completed training.

Feedback Process

EFI Concepts welcomes feedback regarding the methods used to provide services to persons with disabilities and is committed to ensuring that this process is accessible to all of our clients.

Feedback can be given in the following ways:

In person

•    Telephone: 416‐674‐6744

Written:

EFI Concepts

315A Humberline Drive

Toronto, Ontario  M9W 5T6

  • Other: Any other form of communication that takes into account the client’s disability.

All feedback will be directed to the attention of the Business Manager and a response can be expected as soon as possible.

Modifications to this or other policies

We are committed to developing policies that respect and promote the dignity and independence of people with disabilities. In that regard, changes will not be made to this or other policies before considering the impact on people with disabilities.

Availability and Format of Documents

EFI Concepts will notify clients that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the client’s disability. Every effort will be made to process requests in a timely fashion; however the length of time needed to provide information in alternative formats will depend on the format requested.

Questions

Questions or clarification regarding any aspect of this policy should be referred to the Business Manager. A copy of this policy will be made available on the firm server library and on the premises of EFI Concepts.

 

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