Documents required by the Accessibility Standards for Customer Service are available upon request. When providing a document to a person with a disability, First Reference Inc will work with the individual to determine options in order to provide the document or the information contained in the document in a format that takes the person’s disability into account.
The purpose of this Statement of Policy and Procedure is that, per regulations, First Reference Inc is required to post a notice that documents required by the customer service standard are available upon request and in a format that takes a person’s disability into account.
This policy applies to all employees and customers in all facilities of First Reference Inc in Ontario.
It is the responsibility of managers, immediate supervisors and department heads to ensure that all employees follow the guidelines set out in this policy.
Each manager, immediate supervisor, and department head is responsible to ensure all employees are trained under the customer service standard and these policy, practices and procedure.
Accessibility for Ontarians with Disabilities Act, 2005
Accessibility Standards for Customer Service, Ontario Regulation 429/07
First Reference Inc has a template that includes sample text of notification of availability of documentation. It is recommended that the notification be placed on First Reference Inc website and in a conspicuous place in First Reference Inc’s facilities.
In determining a suitable format that takes the individual’s disability into account, it is recommended that First Reference Inc work with the individual to determine options in order to provide the document (s) or the information contained in the document (s) in a format that is reasonable and takes the person’s disability into account.
More information about alternative formats is available in the Communicating with persons with disabilities policy.
Note that the release of information may be subject to applicable privacy legislation.
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