ACCESSIBILITY POLICY

ACCESSIBILITY POLICY


Accessible Customer Service Plan

PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

 

Osgoode Properties is committed to excellence in serving all customers including people with disabilities.

ASSISTIVE DEVICES

We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.

COMMUNICATION

We will communicate with people with disabilities in ways that take into account their disability.

SERVICE ANIMALS

We welcome people with disabilities and their service animals.  Service animals are allowed on the parts of our premises that are open to the public.

SUPPORT PERSONS

A person with a disability who is accompanied by s support person will be allowed to have that person accompany them on our premises.  Fees will not be charged for support persons.

NOTICE OF TEMPORARY DISRUPTION

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Osgoode Properties will notify customers promptly.  This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

TRAINING FOR STAFF

Osgoode Properties will provide training to employees.  Individuals in the following positions will be trained:  Building Managers, Property Managers, Superintendents, Rental Agents, and Property Administrators.

This training will be provided to staff during their new employee orientation.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • Osgoode Properties’ plan related to 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 support person.
  • What to do if a person with a disability is having difficulty in accessing Osgoode Properties’ services.

Staff will also be trained when changes are made to Osgoode Properties’ plan.

FEEDBACK PROCESS

Customers who wish to provide feedback on the way Osgoode Properties provides services to people with disabilities can do so via email, in writing, or verbally.

All feedback will be directed to Osgoode Properties’ Human Resources Manager, Louise Paynter (lpaynter@osgoode.ca) or 613-729-0656 extension 135. Customers can expect to hear back within 2 business days.

Complaints will be addressed according to our organization’s regular complaint management procedures.

MODIFICATIONS TO THIS OR OTHER POLICIES

Any policy of Osgoode Properties that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.