Mumby's Customer Service Policy

ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT (AODA)

CUSTOMER SERVICE POLICY

Scope:

Mumby Insurance Brokers strives at all times to provide services in a way that respects the dignity and independence of persons with disabilities. This applies to all members of the Brokerage, including employees, volunteers, visitors, and contractors.

Policy Statement:

In accordance with the Accessibility for Ontarians with Disabilities, Ontario Regulation 429/07, Accessibility Standards for Customer Service, Apperson Insurance Brokers are committed to providing a working and learning environment that is accessible and inclusive to all persons who work, or visit the premises. It is the policy of Apperson that its working environment will be free from discrimination and harassment as defined by the Ontario Human Rights Code.

General Principles:

Apperson Insurance Brokers will strive to ensure that its policies, practices and procedures are consistent with the following core principles as outlined in the AODA.

Dignity – Services are provided in a manner that is respectful to persons with a disability and does not diminish the person’s importance.

Independence – Accommodating a person’s disability means respecting their right to do for themselves and to choose the way they wish to receive services.

Integration – Persons with disabilities can access all services. This may require alternative formats and flexible approaches. It means inclusiveness and full participation. This is a fundamental human right.

Equal Opportunity– Service is provided to persons with disabilities in a way that their opportunity to access services is equal to that given to others.

Components of the Policy:

1. Communication with Persons with Disabilities

When communicating with a person with a disability, the Brokerage will do so in a manner that takes into account the person’s disability. The Brokerage commits to provide training on customer service to all current and future employees and contractors. This training will, in particular, include how to interact and communicate with persons with various types of disabilities.

2. Notice of Planned or Unplanned Disruption in Services and Facilities

In the event of a service disruption affecting employees, visitors, contractors or members of the general public, it is the responsibility of Apperson Insurance Brokers to take reasonable steps to report such disruption in a timely fashion through appropriate information channels. Such channels include, but are not limited to, the Apperson website, physical postings (temporary signage) on or immediately adjacent to the affected area, and/or communication via email to affected individuals. In accordance with the AODA, notice must be conspicuous and indicate any alternatives that exist to allow access to persons with disabilities during the disruption. The required information necessary for any communication of a temporary disruption may include:

  • The time, date and location of the disruption;
  • Information about the reason for the disruption;
  • Anticipated duration of the disruption;
  • Descriptions of alternative facilities or services, if any; and
  • Contact information.

3. Assistive Technology

Personal assistive technologies are permitted and unrestricted in all areas of the Brokerage to which employees and the public have access to. The Brokerage will train current and future employees and contractors on the use of various assistive devices. It should be noted that the provision, use and safety of personal assistive devices is the responsibility of the person with a disability.

4. Service Animals

Persons with a disability who are accompanied by a service animal may access premises owned or operated by the Brokerage. It should be noted that the use and safety of the service animal is the responsibility of the person with a disability.

5. Support Persons

The Brokerage welcomes staff and visitors who are accompanied by a support person, when the support person has been hired or chosen by the person with a disability to accompany them in order to assist in accessing services and/or for the purposes of providing support with mobility, personal assistance and/or communication. Persons with a disability who require a support person may access premises owned and/or operated by the Brokerage with their support person.

Support persons are permitted to accompany employees with disabilities to their work environments. Individuals who are accompanied by a support person are encouraged to inform relevant persons of their participation.

6. Feedback

Feedback about the delivery of services to persons with disabilities is welcomed, as it may identify areas that require change and assist in continuous service improvement. Such feedback may be by telephone, in person, in writing, or by delivering an electronic text via email, on diskette or otherwise. The Brokerage will make best efforts to provide a response in the same format in which the feedback was received.

Where possible, feedback will be addressed immediately. Some feedback may, however, require more effort to address and may need to be reviewed before an action is taken. The Brokerage will respond within 21 working days. Information about the feedback process will be posted on the Brokerage’s website at http://www.mumby.com.

7. Training

The Brokerage shall provide training on AODA customer service to all current employees and contractors providing services and who are involved in the development and approval of customer service policies, procedures and practices. New employees will be provided such training as part of their orientation.

Such training shall include:

• A review of the purposes of the AODA and the requirements of the Accessibility Standards for Customer Service;

• How to interact and communicate with persons with various types of disabilities;

• How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person;

• How to use the available equipment or devices that may assist with the provision of services to persons with disabilities;

• What to do if a person with a disability is having difficulty in accessing Apperson services;

• How to develop and review policies, procedures and practices relating to the provision of services to persons with disabilities.

©2012 Mumby Insurance Brokers Inc.