Kavanaugh, Milloy's Accessibility Plan
Kavanaugh, Milloy is committed to providing and maintaining exemplary service to all of our customers in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and Ontario Regulation 191/11 (the “Integrated Accessibility Standard”).
The purpose of this Policy is to provide a framework through which Kavanaugh, Milloy can achieve service excellence for people with disabilities. Kavanaugh, Milloy is committed to providing a respectful, welcoming and inclusive environment to all individuals who seek access to our goods and services.
This Policy applies to all employees of Kavanaugh, Milloy and any third party providing goods and services on behalf of Kavanaugh, Milloy and who may interact with Kavanaugh, Milloy’s customers, the public or third parties.
Kavanaugh, Milloy will make reasonable efforts to ensure that this Policy and related practices and procedures are consistent with the following principles as prescribed by the Customer Service Standard:
We will provide goods or services in a manner that respects the dignity and independence of persons with disabilities;
We will provide integrated services to persons with disabilities wherever possible and will provide alternate measures where necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods or services; and
We will provide equal opportunities to persons with disabilities to obtain, use and benefit from the goods or services.
PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES
When communicating with persons with a disability, Kavanaugh, Milloy will take into account the particular individual’s needs and circumstances. Kavanaugh, Milloy’s employees, agents and third parties who communicate with customers will be trained on how to interact and communicate with people with various types of disabilities in order to ensure that Kavanaugh, Milloy provides responsive and effective communication. All communication shall be provided in a manner that respects the dignity and independence of persons with disabilities.
Persons with disabilities shall be permitted to obtain, use or benefit from goods or services through the use of their own assistive devices. Kavanaugh, Milloy’s employees, agents and third parties will be trained to ensure that they are familiar with various assistive devices that may be used by customers with disabilities while accessing services.
In the event that a person with a disability is hindered from accessing any good or services offered, Kavanaugh, Milloy will use its best efforts to accommodate the person by offering the use of another assistive device that is available or attempt to deliver the same service in another way.
Kavanaugh, Milloy will train employees, agents and third parties on how to sue assistive devices that are available in the workplace for customers. Kavanaugh, Milloy will also train employees, agents and third parties to inform customers of the assistive devices that are available.
Kavanaugh, Milloy will train employees to communicate over the telephone in clear and plain language and to speak clearly and slowly. If telephone communication provides a barrier to a person with a disability, Kavanaugh, Milloy will find an alternative method to communicate with the customer such as in writing, by email, by fax, or other electronic means.
Accessible Websites and Web Content
Kavanaugh, Milloy will use its best efforts to ensure that its website is accessible to individuals with disabilities.
Kavanaugh, Milloy will provide accessible invoices and, upon request, such invoices will be provided in alternative formats. Kavanaugh, Milloy will answer any questions customers may have about the content of the statement in person, by telephone or email.
USE OF SERVICE ANIMALS AND SUPPORT PERSONS
Kavanaugh, Milloy is committed to welcoming persons with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. If a service animal is excluded by law, Kavanaugh, Milloy will suggest appropriate alternatives and provide assistance in order to ensure that the person is able to access, obtain, use or benefit from Kavanaugh, Milloy’s services where possible.
Kavanaugh, Milloy will train employees on how to interact with customers who are accompanied by service animals.
Any person with a disability who is accompanied by a Support Person will be allowed to access any services provided by Kavanaugh, Milloy with his or her Support Person. Kavanaugh, Milloy will not prevent a person with a disability who is accompanied by a Support Person from having access to his or her Support Person.
Where there are barriers to access or attendance by a Support Person, Kavanaugh, Milloy will seek to facilitate access to ensure the participation of persons with disabilities.
NOTICE OF TEMPORARY DISRUPTIONS
Kavanaugh, Milloy recognizes that its services and facilities are important to its customers and that persons with disabilities may rely on certain services and facilities provided by Kavanaugh, Milloy, but temporary disruptions to our services and facilities may occur from time to time.
To the extent reasonably possible, Kavanaugh, Milloy will provide advance notice when there is a temporary disruption in those services or facilities that persons with disabilities may rely on. This notice will include information about the reason for the disruption, its anticipated duration, and alternative facilities that may be used, if any.
Notice will be provided by a variety of methods including postings in conspicuous places at the office, in other facilities, on Kavanaugh, Milloy’s website, or by other means that reasonably ensure that the notice reaches those persons with disabilities who may be affected by the temporary disruption.
TRAINING FOR EMPLOYEES
Kavanaugh, Milloy will ensure that all employees, agents and third parties who interact with customers on its behalf receive AODA Customer Service Standard Training. Further, training shall be provided on an ongoing basis whenever changes are made to this Policy to ensure that this Policy is properly implemented at all times.
Training will include the following:
An overview of the purposes of the AODA and the requirements of the Integrated Accessibility Standard, including Customer Service Standards;
Training on how to interact and communicate with people with various types of disabilities;
Training on how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or Support Person;
Training on how to use equipment or assistive devices available at the office or otherwise provided by Kavanaugh, Milloy that may help with the provision of goods or services to a person with a disability;
Training on what to do if a person with a disability is having difficulty in accessing Kavanaugh, Milloy’s goods and services; and
Training on Kavanaugh, Milloy’s current policies, practices and procedures relating to the AODA and the Integrated Accessibility Standard.
Kavanaugh, Milloy will keep records of the training provided, including the dates on which the training was received and the names and number of participants.
In order to properly assess the needs of persons with disabilities, Kavanaugh, Milloy has created a feedback process and designated a member of staff as its AODA Compliance Officer.
Feedback may be provided by a person with a disability in the manner they deem most convenient to them. For example, a person may provide feedback by contacting the AODA Compliance Officer in person, by mail, phone, or email. All feedback will be processed by the AODA Compliance Officer. All feedback will be kept in strict confidence and will be used to improve customer service. Feedback may also be provided by the following methods:
Mail: Kavanaugh, Milloy, 374 Ouellete Ave, Suite 710, Windsor, ON, N9A 1A8
Please direct feedback to Jeffrey A. Patterson, the AODA Compliance Officer for Kavanaugh, Milloy.
Responding to Feedback
The author of the feedback will be provided a response in the format requested (or the most appropriate format where no request was made) outlining actions taken. Kavanaugh, Milloy shall make best efforts to respond to feedback within three (3) business days.
Any complaints about services provided to persons with disabilities will be addressed according to our firm’s regular complaints management procedures.
Kavanaugh, Milloy will notify persons that it provides goods, services or facilities in accordance with this Policy and the feedback process contained herein is available on request.