Accessible Customer Service Standards Policy
Torys strives at all times to provide services in a way that respects the dignity and independence of persons with disabilities. We are committed to ensuring that persons with disabilities receive the same access to and quality of services.
This policy has been developed to address the Customer Service Standard of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and applies in conjunction with and should be read together with other policies that affect the provision of services to our clients and visitors.
We are committed to providing access to our facilities and delivering excellent service at all times in a way that respects the dignity and independence of all of our clients and visitors.
Our commitment to this is demonstrated in the following areas:
Communication – We will communicate in ways that take into account the needs of persons with disabilities. The firm is equipped with a number of devices to assist those who are hearing and visually impaired. For example, we have a personal voice amplification device to assist the hearing impaired and large viewing screens which magnify text for those that require it.
Assistive devices – We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our services. Our frontline employees who deal directly with clients and visitors are trained and familiar with various assistive devices.
Use of registered service animals and support persons – We welcome clients and visitors who are accompanied by a registered service animal or support person to our premises. At no time will we prevent a client or visitor from having access to their registered service animal or support person while on our premises..
Notice of temporary disruption – We will provide notice to clients and visitors with disabilities in the event of a planned or unexpected disruption to services or office facilities. Where possible, we will post a notification on Torysnet regarding the disruption. The notice will include information about the reason for the disruption, how long the disruption is expected to last, and a description of any alternative facilities or services available (where applicable). While we cannot provide the same guarantee in emergency temporary disruption situations, every reasonable effort will be made to give adequate notice.
Training – Training is provided to all employees on the purpose and requirements of the AODA legislation and specifically on how to:
- interact and communicate with people with various types of disabilities;
- interact with people who use assistive devices or require the assistance of a service animal or a support person;
- use equipment or devices available on-site or otherwise that may help with providing services to people with disabilities; and
- assist a client or visitor who is having difficulty accessing our services.
Training is provided to our employees as part of our new hire orientation process and on an ongoing basis whenever changes are made to relevant policies and procedures. We will maintain records of the training provided, including the dates of the training and the number of (or the names of the) people trained.
The firm strives to meet and exceed the service expectations of our clients and visitors while responding to the requests of individuals with disabilities. We welcome your comments. Feedback can be made in person, via telephone, fax, e-mail or in writing to:
Marc Gignac, Accessibility Coordinator
79 Wellington St. W.
The Accessibility Coordinator will respond within 7 business days either in writing, in person, by e-mail or telephone acknowledging receipt of feedback and will set out the action to be taken in response to any concerns.