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�Թ���’s Commitment

�Թ��� is committed to providing and maintaining a respectful environment where there are no barriers for people with disabilities. Whether a person’s disability is visible or not, �Թ��� is dedicated to ensuring everyone has the same opportunities and access to our workplace, employment opportunities, and services.

In fulfilling our commitment, we will identify and remove obstacles to accessibility for all persons with disabilities, putting in place policies, practices, and procedures to ensure that all persons are treated in a manner that maintains their dignity and independence.

We further commit to providing people with disabilities the same opportunity to access our services in the same place, and in a similar way, as other clients/customers and employees.
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The Customer Service Standard

Employees at �Թ��� are expected to create an environment and provide services to people with disabilities in a manner that allows them to access our products and services with dignity and respect. �Թ��� is committed to excellence in serving all of its clients/customers, including those with disabilities, and will do so in the following ways:

• Information and Communication:
  • Our commitment spans all communications, including the provision of emergency procedures, plans, and public safety information and ensuring that our websites and web content meet the Integrated Accessibility Standards.
  • Employees participate in training that covers the best ways to interact with individuals with a disability, as well as how best to communicate with clients/customers with a disability.
• Assistive Devices:
  • �Թ��� is open to consulting with clients/customers regarding any reasonable accessibility needs upon request.
• Billing and Statements:
  • �Թ��� is open to consulting with clients/customers regarding any reasonable accessibility needs upon request.
    • �Թ��� is open to answering questions from customers about their invoices/statements in a variety of different communication methods upon request.
• Notice of Availability and Format of Documents
  • �Թ��� is open to providing alternative formats of documents, depending on the nature of the request, upon request
• Training for Employees:
  • �Թ��� provides training to all workers and those who are involved in the development and approvals of customer service policies, practices, and procedures.
  • Training covers both the Human Rights Code as it relates to persons with a Disability, and the AODA (and its Integrated Accessibility Standards regulation).
  • �Թ��� ensures that accurate and up-to-date training records are kept.
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Feedback

�Թ��� will ensure that processes for providing, receiving, and responding to feedback are accessible to persons with disabilities by ensuring that accessible formats are available as well as communication supports upon request.
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Documentation

�Թ��� will make this documentation available to members of the public upon request, and in a format that takes into account a person’s disability, if applicable. Notification of the availability of this documentation will be posted on the Company website, , and on our Company Intranet.
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Review and Approval

This policy is subject to review at least annually and will be approved by �Թ���’s VP, of People and our VP, of Retention and Growth.

For more information on this accessibility plan, please contact us:

• By email:
• By telephone:
• By mail: 207 Queens Quay W #400, Toronto, ON M5J 1A7

Accessible formats of this document are available free upon request.

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Last Updated: Sept. 30, 2024