OUR COMMITMENT

KSI Law strives to provide our products and services in a manner that is accessible to all our customers 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 services, in the same place and in a similar way to all customers.

INSTRUCTIONS

Each element detailed below is a requirement of the AODA Accessibility Standards for Customer Service, Ontario Regulation 429/07, and must be achieved to meet compliance regulations. For each action required, ensure that the requirement has been met. Where we have not yet completed the requirement, identify the individual(s) responsible for completing the action, and include any pertinent notes that may apply, including timelines for completion, and progress.

PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

KSI Law 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:

COMMUNICATION

We will communicate with people with disabilities in ways that consider their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

We train our staff on how to interact and communicate with people with various types of disabilities.

TELEPHONE SERVICES

We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.

We will offer to communicate with customers by email, TTY, if telephone communication is not suitable to their communication needs or is not available

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ASSISTIVE DEVICES

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

We will also ensure that staff members know how to use the following assistive devices available on our premises for customers

USE OF SERVICE ANIMALS AND SUPPORT PERSONS

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers, and others dealing with the public 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 KSI 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

KSI Law will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

TRAINING FOR STAFF

KSI Law will provide training to all employees who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices, and procedures.

Individuals in the following positions are trained:

·     Receptionist

·     Lawyers

·     Para-Legal’ s

·     Agents

·     Customer Service Representatives

·     Management Training will include the following:

·     The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard, Integrated Accessibility Standards Regulation, and the Ontario Human Rights Code.

·     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.

·     How to use accessible change rooms, elevators available on provider’s premises or otherwise that may help with the provision of goods or services to people with disabilities.

·     What to do if a person with a disability is having difficulty in accessing KSI goods and services.

·     KSI Law policies, practices and procedures relating to the customer service standard.

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