Policy for Accessibility Standards for Client Service
Updated: August 30, 2017
Download our Client Accessibility Feedback Form below:
Client Accessibility Feedback Form
Intent
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 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:
Scope
A. This policy applies to the provision of goods and services at premises operated by Beard Winter LLP.
B. This policy applies to all lawyers, clerks, staff, volunteers, and/or agents who deal with the public or other third parties that act on behalf of Beard Winter LLP, including when the provision of goods and services occurs off the premises of Beard Winter LLP.
C. The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises operated by Beard Winter LLP.
General Principles
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:
The Provision of Goods and Services to Persons with Disabilities
Beard Winter LLP 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:
Assistive Devices
Client’s own assistive device(s):
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Beard Winter LLP.
Guide Dogs, Service Animals and Service Dogs
A client with a disability that is accompanied by a 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 client for reasons relating to his or her disability, Beard Winter LLP may request verification from the client.
Verification may include:
Care and Control of the Animal:
The client 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 time.
Allergies:
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Beard Winter LLP will make all reasonable efforts to meet the needs of all individuals.
Support Persons
If a client with a disability is accompanied by a support person, Beard Winter LLP will ensure that both persons are allowed to enter the premises together and that the client is not prevented from having access to the support person.
In situations where confidential information might be discussed, consent will be obtained from the client, prior to any conversation where confidential information might be discussed.
Notice of Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Beard Winter LLP. In the event of any temporary disruptions to facilities or services that client’s with disabilities rely on to access or use Beard Winter LLP’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 owned or operated by Beard Winter LLP, by posting on Beard Winter’s website or by other such reasonable means.
Notifications Options:
When disruptions occur Beard Winter LLP will provide notice by:
Feedback Process
Beard Winter LLP shall provide clients with the opportunity to provide feedback on the service provided to clients 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.
Clients who wish to provide feedback by completing an onsite client feedback form or verbally can do so to any Beard Winter LLP employee.
Clients that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Clients can submit formal feedback to:
Julie Holmes
Director of Finance & Administration
130 Adelaide Street West, 7th Floor
Toronto, Ontario M5H 2K4
(416) 306-1811
jholmes@beardwinter.com
Training
Training will be provided to:
Training Provisions:
As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:
Training Schedule:
Training will be provided to new lawyers, clerks, staff, volunteers, and agents 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:
Beard Winter LLP will keep a record of training that includes the dates training was provided and the number of Beard Winter representatives who attended the training.
Notice of Availability and Format of Documents
Beard Winter LLP shall notify clients that the documents related to the Accessibility Standard for Client Service are available upon request and in a format that takes into account the client’s disability. Notification will be given by posting the information in a conspicuous place operated by Beard Winter LLP, Beard Winter LLP’s website and/or any other reasonable method.
Administration
If you have any questions or concerns about this policy or its related procedures please contact:
Julie Holmes
Director of Finance & Administration
130 Adelaide Street West, 7th Floor
Toronto, Ontario M5H 2K4
(416) 306-1811
jholmes@beardwinter.com