At Duliban Insurance Brokers Limited, we are committed to meeting the requirements of the accessibility standards, established by Accessibility for Ontarians with Disabilities Act (AODA), 2005, Customer Service Standard regulations, by January 1, 2012. Accessibility Standards for Customer Service applies to every organization and to every person or organization that provides goods or services to members of the public or other third parties and that has at least one employee in Ontario. The Workplace Accessibility Barriers Assessment is an organization wide assessment that aims at ensuring that we meet the legislative requirements as set out in Bill 118, the Accessibility for Ontarians with Disabilities Act, Customer Service Standard for January 1, 2012 and continue to do so through periodic assessments.
To make reasonable efforts to ensure that policies, procedures, and practices, pertaining to the provision of goods and services to the public and other third parties, align with the independence, dignity, integration and equal opportunity guiding principles, as set out in Bill 118
Duliban Insurance Brokers Limited values excellence in customer service for everyone who may benefit from our goods and services. This policy supports the principles as it provides respectful services that focus on the unique needs of each individual. This policy enables Duliban Insurance Brokers Limited to ensure that persons with disabilities have access to accessible and exceptional customer service.
In fulfilling our mission, Duliban Insurance Brokers Limited aims at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our goods and services.
Through these policies and procedures, Duliban Insurance Brokers Limited aims to be respectful to the dignity and independence of persons with disabilities and we are committed to providing accessible integrated programs and services that are designed to meet individual needs.
The objective of the Customer Service Standard is to address the following with respect to service delivery to persons with disabilities:
A disability includes, but is not limited to, the following:
foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis
amputation, lack of physical co-ordination, blindness or visual impediment deafness or
hearing impediment, muteness or speech impediment, or physical reliance on a guide
dog or other animal or on a wheelchair or other remedial appliance or device;
understanding or using symbols or spoken language;
plan established under the Workplace Safety and Insurance Act, 1997.
Accessible shall mean capable of being entered or reached, approachable; easy to get at; capable of being influenced, obtainable; able to be understood or appreciated.
Barrier: Anything that keeps someone with a disability from fully participating in all aspects of society because of their disability. Barriers can be visible and invisible. They can be: architectural, physical, communication, attitudinal, technological and organizational.
Assistive Device shall mean a device used to assist persons with disabilities in carrying out activities or in accessing the services of persons or organizations covered by the Customer Service Standard. Assistive devices help people with a variety of disabilities. Here are some examples:
For people who have vision loss: magnifier – makes print and images larger and easier to read, white cane – helps people find their way around obstacles
For people who are deaf, deafened, oral deaf, hard of hearing: hearing aid – makes sound louder and clearer, teletypewriter (TTY) – helps people who are unable to speak or hear to communicate by phone
For people who have physical disabilities: mobility device (e.g., a wheelchair, scooter, walker, cane, crutches) – helps people who have difficulty walking
For people who have learning disabilities: electronic notebook or laptop computer – used to take notes and to communicate
For people who have intellectual/developmental disabilities: communication boards that are used to pass on a message by pointing to symbols, words or pictures
Guide Dog shall mean a dog trained as a guide for a person who is blind and having the
qualifications prescribed by the appropriate regulations.
Goods and Services shall mean goods and services provided by <Company Name>.
Service Animals shall mean animals that are used as a service animal for a person with a disability.
Support Person shall mean an individual hired or chosen by a person with a disability to
provide services or assistance with communication, mobility, personal care, medical needs or with access to goods or services.
This policy applies to Duliban Insurance Brokers Limited staff members, including full time, part time and contractors, who deal with the public, or other third parties, as well as persons involved in developing policies, procedures, and practices pertaining to the provision of goods and services to the public or other third parties.
Duliban Insurance Brokers Limited is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
Use of service animals and support persons
Notice of temporary disruption
Training for staff
Modifications to this or other policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Duliban Insurance Brokers Limited that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Questions about this policy
This policy exists to achieve service excellence for customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, Tom Duliban of Duliban Insurance Brokers Limited
Brokerages with 20 or more employees, must also comply with the following requirements:
Duliban Insurance Brokers Limited is committed to developing, implementing and enforcing accessibility standards in order to achieve accessibility for Ontarians with disabilities with respect to goods and services. Our policies and procedures will aim at making our customer service operations accessible to people with disabilities.
This Customer Service Policy is to be posted and retained in a clearly noticeable location in the workplace.
Duliban Insurance Brokers Limited is committed to reviewing this policy when required