Fundserv Inc. Customer Service Standards Policy under the Accessibility for Ontarians with Disabilities Act, 2005
Please read our AODA multi-year accessibility plan.
1.0 Introduction
The following policy, practices, and procedures have been established by Fundserv to govern the provision of its services in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and Regulation 191/11 Integrated Accessibility Standards.
1.1 Application
This Policy applies to all employees, both full-time and part-time, and co-op students, contractors, suppliers, consultants, and other stakeholders of Fundserv, operating in the province of Ontario.
Fundserv is committed to ensuring we are compliant with the AODA and its regulations in the scope and context of the services it provides.
2.0 Policy & Commitment Statement
As an organization, we respect and uphold the goals of the Ontario Human Rights Code and the requirements set forth under the AODA, and the Integrated Accessibility Standards Regulation for Information and Communications, Employment and Transportation and the Built Environment.
Fundserv 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.
- giving individuals with disabilities equal opportunity to access our goods and services, and allowing them to benefit from the same services, in the same place, and in the same or similar manner as other customers.
- 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.
- 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.
3.0 Communication
Communication is an integral aspect of Fundserv’s commitment to customer service. When communicating with a person with a disability, our staff will make reasonable efforts to take into account the person’s disability. We 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. We will be working to ensure that our website conforms to the Web Content Accessibility Guidelines required by the Integrated Accessibility Standards.
We will ensure that this policy, together with other customer service documentation, will be made available in an accessible format.
Fundserv is committed to training our members who communicate with customers regarding how to interact and communicate with people who have various types of disabilities.
4.0 Assistive Devices
Fundserv is committed to serving people with disabilities, who use assistive devices to obtain, use, or benefit from our services. We 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 our premises.
5.0 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 our 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 premises and 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 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, as permitted by the Human Rights Code.
6.0 Notice of Temporary Disruption and Accessibility Emergency Information
Fundserv will provide customers with notice, as soon as we are able to do so, in the event of a planned or unexpected disruption in access to our premises or the services usually used by people with disabilities in accessing our goods or services. When temporary disruptions occur, we 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, we are 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’s overall accommodations needs are reviewed, and when the company reviews its general emergency response policies.
7.0 Training
Fundserv will provide training to all our members who deal with customers, the public, or other third parties on our 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’s services are provided to people with disabilities.
Training and instruction will be provided on the following matters:
- The purposes of he AODA and the requirements of Regulation 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; and
- This Policy and any company policies, practices, and procedures relating to Regulation 191/11 Integrated Accessibility Standards.
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 AODA and its Regulations, and the Ontario Human Rights Code, as it pertains to persons with disabilities.
8.0 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 our services. The request should be made as soon as possible and will be assessed on a case-by-case basis. Fundserv will make its best efforts to respond to requests effectively and in accordance with the principles established under the AODA, and the Ontario Human Rights Code.
Feedback is welcomed, as it may identify areas that require change and encourage continuous customer service improvements. We are committed to responding to complaints within ten business days.
Accommodation requests and feedback regarding the delivery of services to people with disabilities may be given by telephone, electronic text, email, or other electronic format, in person, in writing, or by using our website at www.fundserv.com. All accommodation requests and feedback should be directed to the Chief Operations Officer at:
Fundserv Inc.
2600-333 Bay Street
Toronto, ON, M5H 2R2
Telephone: 416-362-2400
Email: communications@fundserv.com