Policy for Accessibility Standards for Client Service
Updated: December 28, 2023
Download our Client Accessibility Feedback Form below:
This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.
All goods and services provided by Beard Winter LLP/B.W. Law Limited Partnership (herein referred to as B.W. Law) shall follow the customer services principles of dignity, independence, integration and equal opportunity.
Definition of Disability
The term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:
B.W. Law will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:
Allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
Customer’s own assistive device(s):
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by B.W. Law. In cases where the assistive device presents a significant or unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services, or facilities.
A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.
Recognizing a Guide Dog, Service Dog and/or Service Animal:
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, B.W. Law may request verification from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
Care and Control of the Animal:
The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all times.
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, B.W. Law will make all reasonable efforts to meet the needs of all individuals.
If a customer with a disability is accompanied by a support person, B.W. Law will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.
In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of B.W. Law. In the event of any temporary disruptions to facilities or services that customer’s with disabilities rely on to access or use B.W. Law ‘s goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
Notifications will include:
The notice of disruption will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if any, that are available. Notice may be given by posting the information at a conspicuous place on premises operated by B.W. Law, by posting in on the Firm’s website, verbally notifying clients when scheduling an appointment, or by other such reasonable circumstances.
B.W. Law shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.
Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so to any B.W. Law employee.
Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Customers can submit formal feedback to:
130 Adelaide Street West, 7th Floor
Toronto, Ontario M5H 2K4
Direct: (416) 840-6699
Training will be provided to:
As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:
Training will be provided to new lawyers, staff and volunteers who deal with the public or act on our behalf during new hire orientation. Revised training will be provided in the event of changes to legislation, procedures and/or practices.
Record of Training:
B.W. Law will keep a record of training that includes the dates training was provided and the name of B.W. Law ‘s representatives who attended the training.
B.W. Law shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer’s disability. Notification will be given by posting the information in a conspicuous place operated by the Firm’s website and/or any other reasonable method.
If you have any questions or concerns about this policy or its related procedures, please contact:
Director, Human Resources
130 Adelaide Street West, 7th Floor
Toronto, Ontario M5H 2K4
Direct: (416) 306-1812
View our Multi-Year Accessibility Plan: