Customer Service Accessibility Policy

CALEYWRAY ACCESSIBILITY POLICY

Updated December 16, 2015

 

 

BACKGROUND

In 2005, the Ontario legislature passed the Accessibility for Ontarians with Disabilities Act, 2005 (the AODA). The goal of the AODA is to break down barriers for people with disabilities and to improve access to goods, services, facilities, accommodation, employment, buildings, structures and premises by 2025 (s.1(a) of the AODA).

POLICY STATEMENT

CaleyWray Labour/Employment Lawyers (“CaleyWray”) is committed to treating every person with dignity and respect. CaleyWray aims to make all services, programs, and goods accessible to all persons, including persons with disabilities, in an equitable manner that respects dignity and independence. It is important to CaleyWray to ensure that all persons are given an equal opportunity to obtain, use, and benefit from the goods and services provided at CaleyWray.

PURPOSE

The purpose of this policy is to promote accessibility in the provision of customer service at CaleyWray. The policy is also designed to meet the obligations set out in the AODA and related Regulations, and extend beyond such requirements where possible.

This Policy is divided into two (2) parts; the first is designed to comply with the Customer Service Standard Regulation and the second is designed to comply with the Integrated Accessibility Standard Regulation.

 

DEFINITIONS

1.  For the purpose of this policy,

“document” means all documents required by the Accessibility Standards for Customer Service, including policies, procedures and practices, notices of temporary disruptions, training records, and written feedback processes;

“facility” means the CaleyWray offices, namely 65 Queen Street West, Suite 1600, Toronto Ontario;

“personnel” means all lawyers, associates, law students, administrative staff and volunteers of CaleyWray, not including contractors who work in the facility from time to time;

Any term not explicitly defined herein will have the definition given to it under either the AODA or the Regulations.

 

PART A.  PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

Accessibility Policy under the Accessibility Standard for Customer Service Regulation

 

Communication

2.1 CaleyWray personnel will make reasonable efforts to communicate with people with disabilities in ways that take into account their disability.

2.2 CaleyWray will provide invoices and documents in formats that are accessible to clients and customers. Upon request, CaleyWray will provide invoices and documents via email, in large print, and in any other way that reasonably promotes accessibility as requested.

2.3 CaleyWray will communicate with customers and clients in person, by telephone, by email, or in hard copy.

2.4 When speaking to a person on the phone, CaleyWray personnel will speak clearly and slowly in plain language where such is necessary to make the information accessible.

Assistive devices

3.1 People with disabilities are encouraged to use assistive devices that permit them to obtain, use, or benefit from our goods and services. Exceptions may occur where the use of an assistive device may pose a risk to any person in the facility.

3.2 CaleyWray will ensure that appropriate CaleyWray personnel are trained and familiar with various assistive devices.

Use of Service Animals and Support Persons

4.1 CaleyWray welcomes all persons with disabilities who are accompanied by service animals and support persons, and permits them to enter all parts of our facility that are open to the public, unless such is otherwise prohibited by law. If a service animal is excluded by law, CaleyWray will take reasonable measures to enable the person to access, use, or benefit from CaleyWray’s goods and services.

4.2 At no time will a person with a disability who is accompanied by a service animal or support person be prevented from having access to that person’s guide dog, service animal, or support person while in our facility.

4.3 A person who is accompanied by a support person may be asked to meet or speak with CaleyWray personnel without the accompaniment of the support person for the purposes of confidential communication.

4.4 Appropriate CaleyWray personnel will be trained to interact with people with disabilities who are accompanied by a service animal or support person.

Notice of Temporary Disruption

5.1 CaleyWray will provide the public with notice in the event that a facility or service usually used by people with disabilities is disrupted, in whole or in part, as early as reasonably possible.

5.2 The notice referred to in 5.1 shall include information about:

(a) the reason for the disruption;

(b) the anticipated duration of the disruption; and

(c) the alternative facilities or services available.

5.3 The notice referred to in 5.1 shall be by way of:

(a) notices posted near the reception desk;

(b) posting the notice on the website; and

(c) any other such method as is reasonable in the circumstances.

 

Training for Staff and Lawyers

6.1 CaleyWray personnel, where appropriate, will be trained on the following topics:

(a) The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard;

(b) How to interact and communicate with persons with various types of disability;

(c) How to interact with people with disabilities who use an assistive device, service animal or a support person;

(d) How to use the equipment or assistive devices available in the facility or that a person with a disability provides that may help with the provision of goods or services to people with disabilities;

(e) What to do if a person with a particular type of disability is having difficulty accessing goods or services at CaleyWray;

(f) The customer service policies, practices and procedures governing the provision of goods or services to people with disabilities at CaleyWray.

6.2 The extent and manner of the training listed in 6.1 will be tailored to suit the individual personnel at CaleyWray with reference to each person’s interactions with the public and his or her involvement in the development of CaleyWray’s policies, procedures, and practices regarding the provision of goods and services.

6.3 Training will be provided as soon as reasonably possible after CaleyWray personnel commence their duties.

6.4 CaleyWray personnel will be trained on an ongoing basis when changes are made to the policies, practices and procedures relating to persons with disabilities that require training.

6.5 CaleyWray will keep a record of the training provided to CaleyWray personnel, including the dates on which training was provided and the number of individuals to whom training was provided.

 

Feedback Process

7.1 CaleyWray welcomes feedback regarding the way it provides goods and services to people with disabilities and invites people to provide feedback directly to a lawyer at the firm.

7.2 As an alternative to 7.1, persons may give CaleyWray feedback on its customer service accessibility standards in the following ways:

(a) By reaching the Office Manager by telephone (416-366-3763 ext. 231);

(b) By emailing the Office Manager (backam@caleywray.com); or

(c) By writing a letter to the Office Manager delivered by fax (416-366-3293) or mail (1600 – 65 Queen Street West, Toronto, Ontario, M5H 2M5, ATTN Michele Backa).

7.3 When a complaint is received, CaleyWray will deal with the complaint as follows:

(a) The Office Manager will evaluate the complaint and respond to the complaint as soon as possible, and no later than five business days after the complaint is received.

(b) CaleyWray will address the cause of the complaint and take appropriate measures to respond to the complaint which may include, but are not limited to:

(i) Circulating a memorandum to CaleyWray personnel outlining ways to improve customer service to promote accessibility;

(ii) Making changes to this Policy; and

(iii) Any other necessary and appropriate remedial measures.

 

Questions about this Policy

8.1 Any person who has questions about the policy is encouraged to contact the Office Manager at CaleyWray.

 

Copies of this Policy and associated documents

9.1This Policy will be available on the CaleyWray website.

9.2 A copy of this Policy and any documents referred to herein shall be made available to anyone who requests such.

9.3 Requests for copies of this Policy and/or documents referred to herein shall be made in any manner described in 7.2 (a) to (c) above.

9.4 When providing a copy of this Policy and/or documents referred to herein pursuant to a request referred to in 9.4, CaleyWray will make its best efforts to do so in a format that takes into account the person’s disability.

Changes to this Policy

10.1 This Policy shall be reviewed annually in the month of December, and updated where necessary.

PART B.   INTEGRATED STANDARDS FOR PEOPLE WITH DISABILITIES

Accessibility Policy under the Integrated Accessibility Standards Regulation

 

Accessible Emergency Information

11.1  CaleyWray will provide customers and clients with publicly available emergency information in an accessible way upon request.

11.2  CaleyWray provides employees with disabilities with individualized emergency response information when necessary based on their known accommodation needs.

 

Training

12.1  In addition to the training we provide to our employees under the Accessibility Standards for Customer Service, CaleyWray provides training to personnel on

a) the requirements of the Integrated Accessibility Standards (Ontario Regulation 191/11) and

b) the Human Rights Code as it relates to people with disabilities.

12.2  Training will be tailored to the actual duties of our personnel being trained.

12.3  CaleyWray will endeavour to complete the required training of its personnel by January 1, 2016.

12.4 In order to meet this obligation, CaleyWray will:

a) develop training material;

b) deliver the training throughout 2015; and

c) make and keep the prescribed records of the training that is provided.

 

Kiosks

13.  Should CaleyWray design, procure or acquire any self-service kiosks on or after January 1, 2015, CaleyWray will have regard to the accessibility for persons with disabilities.

Information and communications

14.1 CaleyWray is committed to meeting the communication needs of people with disabilities. When requested, we will consult with people with disabilities to determine their information and communication needs.

14.2 CaleyWray will take the following steps to make ensure existing feedback processes are accessible to people with disabilities upon request by January 1, 2016:

a)  we will identify all existing feedback processes and will review those processes for accessibility;

b)  should any barriers to accessibility be identified, we will take steps to remove those barriers prior to January 1, 2016.

14.3 CaleyWray will ensure that all of its publicly available information is made accessible upon request by January 1, 2016. Where a request for an accessible format or for communication supports is received, CaleyWray will:

a) consult with individual making the request to determine their accessibility needs and what would be a suitable format or support;

b) provide the requested information in as timely a manner as practicable; and

c) provide the information at regular cost (if any).

 

Employment

15.1 CaleyWray is committed to accessible employment practices. Accommodation is available for current and prospective employees.

15.2 CaleyWray will implement all applicable employment-related standards under the Integrated Accessibility Standards by January 1, 2017. 

15.3 CaleyWray will notify the public and its own personnel that, when requested, CaleyWray will accommodate people with disabilities during the recruitment and assessment processes and in employment.

15.4 CaleyWray will ensure that the accessibility needs of any employees with disabilities, including any accommodation plans, are taken into account in any performance management, career development and advancement and redeployment processes.

 

Design of Public Spaces

16.  CaleyWray will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. CaleyWray will meet these standards by January 1, 2017.

 

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