Assistive devices

Persons with disabilities may use their own assistive devices as needed when accessing goods and services. We will ensure that our staff is familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Communication

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

Guide dogs and service animals

We welcome people with disabilities and their service animals. Service animals are permitted in areas of our premises that are open to the public.

Support persons

A person with a disability who is accompanied by a support person, is permitted have that person accompany them on our premises. If confidential information is to be discussed, consent will be obtained from the customer.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Trisura, 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

Trisura will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf, and those who are involved in the development of customer service policies practices and procedures. This training will be provided to staff on an ongoing basis as required, and when changes are made to the accessible customer service policy. Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Trisura’s 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 a support person
• How to use the related assistive equipment and devices as required
• What to do if a person with a disability is having difficulty in accessing Trisura’s goods and services

Feedback

Customers who wish to provide feedback on the way Trisura provides goods and services to people with disabilities can contact Human Resources via email at cindy.grant@trisura.com, telephone 416-607-2160 or mail 333 Bay Street, Suite 1610, Toronto, Ontario, M5H 2R2. All formal feedback will receive acknowledgement within 14 days, along with any resulting actions.

Modifications to this or other policies

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