Statement of Accessible Customer Service Policy

O’Donnell, Robertson & Sanfilippo is committed to a level of excellence in providing service to all of our clients, including those with disabilities. We strive to ensure that persons with disabilities have the same access to our services that will respect their dignity and independence.

O’Donnell, Robertson & Sanfilippo has developed this policy in compliance with the Accessibility for Ontarians with Disability Act, 2005 (AODA).

Policy and Practises

O’Donnell, Robertson & Sanfilippo is committed to providing access to our services and facilities that will provide an equal opportunity for all our clients and visitors, including those with disabilities.

While communicating with a person with a disability, we will strive to take the individuals disability into consideration that will allow them equal access to our services and facilities. This commitment will be shown in the following areas:

1.         Use of Assistive Devices: People who require assistive devices will be allowed to use these devices while on the premises of the firm. Our staff will assist with the operation of these devices to the best of their capabilities.

2.         Service Animals: Registered service animals will be allowed access to our premises unless restricted by law. If the service animal is restricted by law, alternatives will be presented to ensure equal access to our services and facilities. If the service animal creates a risk to the health and safety of another person, other options will be explored to provide access.

3.         Support Persons: We encourage the presence of a support person for anyone with a disability with no additional fee. However, due to the nature of some business activities, confidentiality will be discussed prior to the access of the support person.

4.         Notice of Temporary Disruption: We will provide notification in the event of a planned or unexpected disruption to our services or our facilities for our clients with disabilities. When possible, this notice will be placed in conspicuous locations or on the firm’s website. This notice will include information about the disruption, how long the disruption will take and any alternative facilities put in place during the disruption.

Training

Training is provided to all O’Donnell, Robertson & Sanfilippo employees. This training will include a review of requirements of the Accessibility for Ontarians with Disabilities Act. This training will address the following:

• Interaction and communication with persons of various disabilities
• How to interact with a person with a disability who require assistive devices or the assistance of a service animal or a support person
• How to use equipment or devices that are available with the firm that may be of assistance to persons with disabilities
• How to assist a person with a disability that is having difficulty accessing the firm’s services and facilities

Training will be provided to all new employees as part of their orientation to the firm. This training will be updated as changes are made to the firm’s policy. Records of the training will be kept including the date the employee was trained.

Feedback

O’Donnell, Robertson & Sanfilippo encourages comments on how well we have met the expectations of our clients and visitors with disabilities. Individuals may provide their feedback in a variety of ways such as in person, by telephone, in writing or via e-mail. Clients may request another method of providing feedback if any of the previously mentioned options are not suitable. All feedback will be reviewed so we can take action to improve our services.