Home »

AODA

Fundserv customer standards policy under the Accessibility for Ontarians with Disabilities Act, 2005

Fundserv Inc. Customer Service Standards Policy under
the Accessibility for Ontarians with Disabilities Act, 2005

1.         Purpose

The following policy, practices and procedures have been established by

Fundserv Inc. (“COMPANY”) to govern the provision of its services in accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Regulation 429/07 Accessibility Standards for Customer Serviceand Regulation 191/11 Integrated Accessibility Standards.  

2.         Application

The Policy applies to all employees both full time and part-time, including co-op students, contractors, suppliers, consultants and other stakeholders of Fundserv, operating in the province of Ontario.

Fundserv is committed to ensuring it is compliant with the Accessibility for Ontarians with Disabilities Act, 2005, Regulation 429/07 Accessibility Standards for Customer Service, within the scope and context of the services it provides.

3.         Policy Statement

Fundserv is committed to providing an accessible environment in which all individuals have access to the company’s goods and services in a manner that positively reinforces customer service.  Fundserv strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities.  Fundserv is also committed to giving individuals with disabilities equal opportunity to access our goods and services, and is committed to allowing them to benefit from the same services, in the same place, and in the same or similar manner as other customers.

4.       Statement of Commitment

Fundserv is committed to providing an accessible working environment for our clients, employees, job applicants, suppliers, visitors and other stakeholders who enter our premises, access our information or use our services.

As an organization, we respect and uphold the goals of the Ontario Human Rights Code and the requirements set forth under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), including the Customer Service Standard and the Integrated Accessibility Standards Regulation for Information and Communications, Employment and Transportation and eventually, for the Built Environment.

Fundserv is committed to operating in a manner that respects the dignity and independence of person’s with disabilities and ensuring our organization’s compliance with accessibility legislation.  We are committed to ensuring compliance by incorporating policies, procedures, equipment requirements, training for employees and best practices. We will review these policies and practices on a regular.

5.         Communication

Communication is an integral aspect of Fundserv’s commitment to customer service.  When communicating with a person with a disability, Fundserv’s staff will make reasonable efforts to take into account the person’s disability. Fundserv will consult with customers with disabilities to determine their information and communication needs.  A feedback and accommodation process has been put in place as outlined below in this policy document.  Fundserv will be working to ensure that its website conforms to the Web Content Accessibility Guidelines (WCAG 2.0 Level AA) by 2021.

Fundserv is committed to training its members who communicate with customers regarding how to interact and communicate with people who have various types of disabilities.

6.         Assistive Devices

Fundserv is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from its services.  Fundserv will ensure that all persons, to whom this policy applies, are trained and familiar with assistive devices that may be used by disabled customers while accessing our services.  It is the responsibility of the person with a disability to ensure that his or her assistive device is operated in a safe and controlled manner at all times while accessing services on Fundserv’s premises.

7.         Use of Service Animals and Support Persons

A person with a disability may enter Fundserv’s premises accompanied by a guide dog or other service animal, as long as the service animal is not otherwise excluded by law from the premises. It is the responsibility of the person with a disability to ensure that his or her service animal is kept in control and with them at all times.

A person with a disability may enter Fundserv’s premises accompanied by a support person.  At no time will a person with a disability who is accompanied by a support person be prevented from having access to the support person while on the premises.  A support person, when assisting a person with a disability, may attend meetings, presentations, and other events on the premisesand will be permitted to attend at no charge where an admission or registration fee would otherwise be applicable.

Consent from the person with a disability is required when communicating private issues related to the person with the disability, in the presence of the support person.

Fundserv reserves the right to require a person with a disability to be accompanied by a support person when on the premises, if a support person is necessary to protect the health and safety of the person with a disability or the health or safety of others on the premises.

8.         Notice of Temporary Disruption and Accessibility Emergency Information

Fundserv will provide customers with notice, as soon as it is able to do so, in the event of a planned or unexpected disruption in access to Fundserv’s premises or the services usually used by people with disabilities in accessing Fundserv’s goods or services.  When temporary disruptions occur, Fundserv will provide notice by posting the information on the company’s website at www.fundserv.com or by such other method as is reasonable in the circumstances. The notice of disruption will outline the reason for the disruption, its anticipated duration, and a description of alternative access or services, if any.  In addition to providing customers with notice of a temporary disruption, Fundserv is committed to providing customers and employees with publicly available emergency information in an accessible format, upon request.

Fundserv will provide, to employees with disabilities, their own individualized emergency response information, and develop an individualized emergency response plan, whenever necessary. These individual plans will be reviewed when the employee moves to a different location within the facility, when the employee&rsrsquo;s overall accommodations needs are reviewed, and when the Firm reviews its general emergency response policies.

9.         Training

Fundserv will provide training to all its members who deal with customers, the public or other third parties on its behalf, and all those responsible for the development of customer service policies, practices and procedures.  Applicable members will be trained on policies, practices and procedures that affect the manner in which the company’ services are provided to people with disabilities.

Training and instruction will be provided on the following matters:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of Regulation 429/07 Accessibility Standards for Customer Service,and 191/11 Integrated Accessibility Standards;
  • How to interact and communicate with people with various types of disabilities;
  • How to interact with people with disabilities who use an assistive device or require the assistance of a guide dog or service animal or a support person;
  • How to use assistive devices or equipment that are available on Fundserv’s premises;
  • What to do if a person with a disability is having difficulty in accessing Fundserv’s premises or services; and
  • This Policy and any company policies, practices and procedures relating to Regulation 429/07 Accessibility Standards for Customer Serviceand 191/11 Integrated Accessibility Standards.

The training will be provided to existing employees as soon as practicable after the employee is assigned customer service duties.  Any new hires will undertake training as part of their orientation.  Fundserv will provide ongoing training in relation to any changes to its policies, practices and procedures that govern the provision of services including any training updates to ensure that employees continue to meet with requirements of the Accessibility for Ontarians with Disabilities Act, 2005 and it’s Regulations, and the Human Rights Code, as it pertains to persons with disabilities.

10.       Request for Accessible Services and Feedback

A person with a disability who has a special need may request an accommodation with respect to access to Fundserv’s services. The request should be made as soon as possible. It will be assessed on a case-by-case basis and Fundserv will make its best efforts to respond to it effectively and in accordance with the principles established under the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code.

Accommodation requests and feedback regarding the delivery of services to people with disabilities may be given by telephone, by delivering an electronic text, by email or other electronic format, in person, in writing, or by using Fundserv’s website at www.fundserv.com

Feedback is welcomed as it may identify areas that require change and encourage continuous customer service improvements. Fundserv is committed to responding to any complaints within 10 business days. All accommodation requests and feedback should be directed to the Director, Relationship Management at:

1700-130 King Street West.
Toronto, ON
M5X 1E5
Telelphone: 416-362-2400
Email: customerrelations@fundserv.com
Revised: January 1, 2014    

Multi-Year Accessibility Plan

This 2014-21 accessibility plan outlines the policies and actions that Fundserv Inc. will put in place to improve opportunities for people with disabilities.

Statement of Commitment

Fundserv Inc.  is committed to providing an accessible working environment for our clients, employees, job  applicants, suppliers, visitors and other stakeholders who enter our premises, access our information or use our services.

As an organization, we respect and uphold the goals of the Ontario Human Rights Code and the requirements set forth under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), including the Customer Service Standard and the Integrated Accessibility Standards Regulation for Information and Communications, Employment and Transportation and eventually, for the Built Environment.

Fundserv Inc. is committed to operating in a manner that respects the dignity and independence of persons with disabilities and ensuring our organization’s compliance with accessibility legislation.  We are committed to ensuring compliance by incorporating policies, procedures, equipment requirements, training for employees and best practices. We will review these policies and practices on a regular basis.

Year 2014

Accessibility Policies

·         Fundserv Inc. will establish, implement, maintain and document a multi-year accessibility plan.

Accessible Emergency Information

·         Fundserv Inc. is committed to providing our clients with publicly available emergency information in an accessible way, upon request.  We will also provide employees with disabilities with individualized emergency response information, when necessary.

Information and Communications

·         Fundserv Inc. is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs.

·         We will take steps to make all new internet websites and content on those sites conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG 2.0, Level A.)

Year 2015

Training

·         Fundserv Inc. will provide training to all employees, volunteers,  persons who participate in developing the organization’s policies and other persons who provide goods, services or facilities on behalf of Fundserv, on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members.

Information and Communications

·         Fundserv Inc. will ensure existing feedback processes are accessible to people with disabilities, upon request.  We will notify the public about the availability of accessible formats and communication supports, as required, which will include accessible print-based training resources/materials.

Design of Public Spaces

·         Fundserv Inc. will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces.

Year 2016

Information and Communications

Fundserv Inc. will ensure;

o   all publicly available information is made accessible, in a timely manner, at a cost that is no more than the regular cost charged to other persons, upon request.

o   Information is available to employees to perform their job

Employment

·         Fundserv Inc. is committed to fair and accessible employment practices.

·         Fundserv Inc. will take steps to:

o    notify the public and staff that  we  will accommodate people with disabilities during the recruitment and assessment processes and when people are hired, when requested. This includes providing suitable accommodation that takes the applicant’s accessibility needs into account.

o   develop and put in place a process for developing and documenting  individual accommodation plans and return-to-work policies for employees that have been absent due to a disability

o   ensure the accessibility needs of employees with disabilities are taken into account during the performance management, career development, advancement and redeployment processes.

o    prevent and remove other accessibility barriers identified.

Year 2020

o   Fundserv Inc. will ensure accessible digital or multimedia resources/materials

Year 2021

·         Fundserv Inc. will take steps to make all internet websites and content on those sites conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG 2.0, Level AA.)