AODA

STATEMENT OF COMMITMENT

The aclaros Group of Companies (“Aclaros”) is committed to providing an accessible environment for all stakeholders including our clients, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, consume our products or use our services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005) (“AODA”), and its associated standards and regulations.

Aclaros understands that we have a responsibility for ensuring a safe, dignified, and welcoming environment for everyone. We are committed to treating all people in a way that allows them to maintain their dignity and independence. We are committed to ensuring our organization’s compliance by incorporating the requirements of the Act and any other applicable legislation, standards and regulations into our policies, procedures, equipment requirements, training, and best practices. We will review these policies and practices annually, as organizational changes occur, and in anticipation of any compliance deadlines. In addition, we will strive to meet the needs of individuals with disabilities in a timely and effective manner, provided such accommodation does not cause aclaros undue hardship in the circumstances.

Providing an accessible and barrier-free environment is a shared effort, and as an organization, aclaros is  committed to working with all involved parties to make accessibility for all a reality. For more detailed information on our policies, procedures, equipment requirements, training, and best practices, please contact us today!

CLIENT SERVICE POLICY STATEMENT

Our Mission

The mission of aclaros is xxx.

Our Commitment

aclaros strives to provide our products and services in a manner that is accessible to all of our clients, and respects the dignity and independence of people with disabilities. We are committed to offering equal opportunity to access our products and services and to providing the benefit of the same products and services, in the same place and in a similar way to all clients.

Providing Services to People with Disabilities 

aclaros is committed to excellence in its service to all clients, including people with disabilities, and we will carry out our functions and responsibilities in the following areas:

Communication

We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with clients on how to interact and communicate with people who have various types of disabilities.

Telephone Services

We are committed to providing fully accessible telephone service to our clients and other persons who may contact aclaros by telephone. We will train our employees to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly.

Assistive Devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our products or services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our products and services.

Use of Service Animals and Support Persons

We are committed to welcoming people with disabilities who are accompanied by a service animal on those parts of our premises that are open to the public or by invitation in the circumstances. We will also ensure that all employees are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter the premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Notice of Temporary Disruption

aclaros will provide clients with notice in the event of a planned or unexpected disruption in services at our premises. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at the main entrance to our premises.

Invoices

Where requested, accessible invoices will be provided to all clientele. If requested, invoices will be provided in hard copy, digital copy, large print or email.

Training for Employees

aclaros will provide training to all employees who deal with the public, and all those who are involved in the development and approvals of client service policies, practices and procedures.

• Training will include the following:
• the purposes of the Accessibility for Ontarians with Disabilities Act (2005) and the requirements of the “Customer Service” standard;
• how to interact and communicate with people with various types of disabilities;
• how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person; and
• what to do if a person with a disability is having difficulty in accessing aclaros’s products, services, policies, practices and procedures relating to the “Customer Service” standard.

Applicable employees will be trained on policies, practices and procedures that affect the way products and services are provided to people with disabilities. Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback Process

The ultimate goal of aclaros is to surpass clients’ expectations while serving clients with disabilities. Comments on our services regarding how well these expectations are being met are welcome and appreciated. Feedback regarding the way aclaros provides services to people with disabilities can be made by contacting us via our website. Clients can expect to hear back within 48 business hours.