Accessible Customer Service Policy
OUR COMMITMENT ON ACCESSIBILITY
BFL CANADA is committed to ensuring that company information and services are accessible for all Clients.
This includes providing services and programs that people with disabilities can use and benefit from equally and in a manner that respects their dignity and independence.
KEY PRINCIPLES
Our policy is based on a respect for the dignity and independence of people with disabilities, equal opportunity for people with disabilities to access, use and benefit from our services with the same quality and timeliness that others receive, service integration in relation to services provided to the broader public, unless alternative ways of providing the service or program are necessary for equal opportunity.
EMPLOYEE TRAINING
Our staff have been trained on how to provide accessible customer service and on the requirements of our accessibility policies. New staff undergo this training within the first month of employment.
SUMMARY OF CUSTOMER SERVICE POLICIES
This is a summary of the accessible customer service you can expect to receive.
Information and Communication
When communicating or providing information or services to a person with a disability, we will do so in a manner that takes the person’s disability into account.
Accessible Formats and Communications Supports
If a person with a disability needs an accessible format, or help to communicate with us, we will work with the person to provide the format or support that will meet their needs — at no additional cost to them. If we are not able to meet the person’s particular requirement in a reasonable timeframe, we will inform them and will work with them to determine an alternate method or will provide a summary of the information.
Accessible Websites and Web Content
As of July, 2017, our internet website conforms to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA according to the schedule set out in the AODA Integrated Accessibility Standards.
Service Disruption
If there is a problem with our facilities or services that people with disabilities rely on, we will provide notice to the public. The way we provide the notice will be determined by the nature of the problem. We will always try to make alternative arrangements to provide service where possible.
Assistive Devices
People with disabilities may use their own personal assistive devices.
Service Animals
People with disabilities may use their service animal in all parts of our premises that are open to the public.
Support Persons
People with disabilities can access their disability-related support person while using our services. In situations where confidential matters will be discussed, the support person may be asked to sign a confidentiality agreement or the role of the support person may need to be agreed to in advance of the meeting.
Feedback Process
We encourage clients to provide feedback in any of the following ways:
- in person or in writing to: Reception of Suite 1700, 181 University Avenue, Toronto, ON M5H 3M7
- by telephone: 416-599-5530
- by email: rector@bflcanada.ca
- by any other communication technology as required
If clients with disabilities would prefer to give their feedback, and receive a response to it, using an alternate method than the one offered, they may request it.
