Customer Service Accessibility Policy

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA),
PPI is committed to providing accessible services to all clients and to ensuring that the workplace is safe, welcoming, barrier-free and accessible.

Disability is defined as:

1. any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness,

2. is a condition of mental impairment or a developmental disability,

3. a learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,

4. a mental disorder, or

5. an injury or disability for which benefits were claimed or received under the Workplace Safety and Insurance Act, 1997.

PPI’s accessible customer service plan is based on the following principles:

Independence: ensuring that clients are provided with the opportunity to do things on their own without interference from others, unless assistance is requested.

Dignity: ensuring the delivery of services does not exclude persons with disabilities from accessing PPI’s services. Providing services in a manner that allows disabled persons to maintain their self-respect and the respect of others.

Integration: ensuring that clients with disabilities are able to benefit from the same services, in the same or similar manner and in the same place as other clients unless alternate measures are required or requested.

Equal Opportunity: ensuring that clients with disabilities have the same opportunity to fully benefit from accessing PPI’s services.

PPI is committed to:

Communicating with disabled persons in a manner consistent with the principle of dignity, and will make reasonable efforts to take into account each disabled person’s specific needs when communicating with them. This includes using appropriate language, offering different methods of communication; providing documentation in electronic copy format, or in large font, audio or video formats.

Persons with disabilities are allowed to carry with them or to provide their assistive devices in the workplace in order to facilitate their service experience. Assistive devices include oxygen tanks, wheelchair, voice amplification systems, teletypewriters, voice output communication aids, writing aids, etc.

Service animals are permitted in work areas that are normally accessible to our clients. Interaction with service animals should only take place with the express permission from the own or handler of the animal.

A support person is defined as a person who accompanies a person with a disability to assist them with communication, mobility, personal care or medical needs or with accessing services. A support person will be allowed to accompany the client to all areas normally accessible to clients, including client meetings, with the express written permission of the disabled person. The AODA Support Person consent form is available on request and on the website here.

Should there be a planned or unexpected disruption to services or facilities that may affect persons with disabilities, PPI will notify clients promptly. Notices will be displayed at PPI’s reception areas and on the public website.

PPI will provide training to employees who deal with clients or other third parties on their behalf. On-going training will be provided to reflect changes in the AODA and any changes in this policy.

Clients with disabilities who wish to offer feedback on their service experience with PPI may direct their comments to Human Resources via email, telephone or in writing. Complaints will be addressed in accordance with PPI’s complaint management process.

All policies will be reviewed to ensure they are written to reflect PPI’s commitment to providing a workplace that respects and values persons with disabilities.

This policy is available to the public on request and is posted on PPI websites.