The Accessibility for Ontarians with Disabilities Act (AODA), 2005 calls on the business community to develop, implement and enforce mandatory accessibility standards. The first standard to come into effect is the Accessibility Standards for Customer Service. In keeping with the work we do and projects we take on, Montgomery Sisam Architects Inc. is committed to providing an environment that strives at all times to make services accessible and deliver services ways that respects the dignity and independence of people with disabilities.

 

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 with various types of disabilities. This training currently takes the form of a presentation and test based on the Accessibility Standard for Customer Service Training Resource as well as the “Through Others Eyes” seminar given by CapacityBuilders.

 

Telephone Services

We are committed to providing fully accessible telephone services to our clients. We will train staff to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with clients by e-mail, TTY, relay services if telephone communication is not suitable to their communication needs or is not available.

 

Assistive devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. 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.

 

Billing

We are committed to providing accessible invoices to all of our clients. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, e-mail.

We will answer any questions clients may have about the content of the invoice in person, by telephone or e-mail.

 

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 Montgomery Sisam’s 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.

 

Training for staff

Montgomery Sisam will provide training to all employees, volunteers and others 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 will be trained: Architects, Project Managers, Controller, Marketing Director and Office Administrator. This training will be provided six months after staff commence their duties and 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
• What to do if a person with a disability is having difficulty in accessing Montgomery Sisam’s services
• Montgomery Sisam’s 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.

 

Feedback process

The ultimate goal of Montgomery Sisam is to meet and surpass client expectations while serving clients with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated. Feedback regarding the way we provide services to people with disabilities can be made by email or telephone. All feedback will be directed by email to the Marketing Director at mverge@montgomerysisam.com or 416-364-8079 extension 339. Customers can expect to hear back within 2-3 business days.

 

Modifications to this or other policies

We are committed to developing client 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 Montgomery Sisam 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 to 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 the Principal in charge of Safety, Equity & Privacy.