Accessible Customer Service Policy 　

Ross & McBride LLP supports the full inclusion of persons with disabilities as set out in the Canadian Charter of Rights and Freedoms, Ontario Human Rights Code, and the Accessibility for Ontarians with Disabilities Act. Ross & McBride LLP recognizes the diverse needs of all of our clients and customers and will respond by striving to provide services and facilities that are accessible to all.

Ross & McBride LLP is committed to eliminating barriers and improving accessibility for persons with disabilities in a manner that respects dignity, independence, integration and equal opportunity.

Ross & McBride LLP is committed to excellence in serving all clients including people with disabilities and we carry out our functions and responsibilities in the following areas:

1.1. Communication:

We will communicate with persons with disabilities in ways that take into account their disability. This means staff will communicate in means that enables persons with disabilities to communicate effectively for the purpose of using and receiving Ross & McBride LLP’s services.

Ross & McBride LLP will train staff who communicate with clients on how to interact and communicate with people with various types of disabilities　

1.2. Assistive Devices:

Ross & McBride LLP is committed to serving people with disabilities who use assistive devices to obtain, use or benefits from our services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our goods or services.

It is the responsibility of the person with the disability to ensure that his or her active device is operated in a safe and controlled manner.

1.3. Use of Service Animals and Support Persons:

Persons with disabilities may bring their service animal on the parts of the premise that are open to the public or other third parties. We will ensure that all staff is trained in how to interact with persons with disabilities who are accompanied by a service animal.

Any person with a disability who is accompanied by a support person will be allowed to enter Ross & McBride LLP premise with his or her support person. At no time will a person with a disability who is accompanied with a support person be prevented from having access to his or her support person while on our premise.

Ross & McBride LLP will provide customers with notice in the event of a plan or unexpected disruption in the ability or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available.

The notice will be placed in our reception and on our website.

Ross & McBride LLP will provide training to all employees, volunteers and others who deal with the public or third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.

This training will be provided within four (4) weeks after staff commences their duties.

Training will include the following:

• The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
• How to interact and communicate with people with various types disabilities;
• How to interact with people with disabilities who use an assistive device or required the assistance of a service animal or a support person;
• What to do if a person with a disability is having difficulty in assessing Ross & McBride LLP’s services; and
• Ross & McBride LLP’s policies, practices, and procedures relating to the customer service standard.

Applicable staff will be training on policies, practices, and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these polices, practices and procedures.

The ultimate goal of Ross & McBride LLP is to meet and surpass service delivery expectations while serving customers with disabilities.  Comments on our services regarding how well those expectations are being met are welcome and appreciated. 
 
Feedback regarding the way Ross & McBride LLP provides goods and services to people with disabilities can be made by in person, by telephone, in writing, or by delivering an electronic text by email or on diskette.  All feedback will be directed to Linda Wotherspoon at lwotherspoon@rossmcbride.com, Direct Tel: (905) 572-5840.
 
Customers can expect to hear back within 15 business days of their feedback being received. A feedback response will be endeavored to be in a form that is accessible to the service recipient.
 
 Where it is not possible to provide a full response to the feedback within 15 days, an interim acknowledgment will be sent to the client or customer.  The acknowledgment will indicate when the matter will be addressed and when the client will be notified of any decision made in response to the feedback.

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities.  Therefore, no changes will be made to this policy before considering the impact on people with disabilities.  Any policy of Ross & McBride LLP that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

This policy exists to achieve service excellence to clients with disabilities. If anyone has any questions about the policy, or the purpose of the policy is not understood, an explanation should be provided by, or referred to, Linda Wotherspoon, Officer Manager of Ross & McBride LLP.