Accessible Customer Service Policy

1. Our commitment

Leaf Design is committed to providing goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our services, in the same place and in a similar way as other clients.

This policy is established in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Integrated Accessibility Standards Regulation, O. Reg. 191/11 (IASR).

2. Scope

This policy applies to Leaf Design’s employee, and to all contractors, freelancers, and other individuals who provide goods, services, or facilities to clients or members of the public on behalf of Leaf Design.

3. Communication

We will communicate with people with disabilities in ways that take their disability into account. We will ask how we can best communicate before assuming.

In practice this means:

• Offering to conduct meetings by video call, telephone, email, or in writing according to preference
• Providing written follow-up after verbal discussions on request
• Allowing additional time for questions and responses where helpful
• Using plain language in proposals, contracts, and correspondence

4. Assistive devices

People with disabilities are welcome to use their own assistive devices when accessing our services, whether at our office or in any other setting where we provide services.

If a barrier prevents the use of an assistive device on our premises, we will explain the barrier, ask what would help, and offer another way to provide the service.

5. Service animals

People with disabilities are welcome to be accompanied by a service animal in the areas of our premises that are open to the public and to clients.

If it is not readily apparent that the animal is a service animal, we may ask for documentation from a regulated health professional confirming that the animal is required because of a disability.

If a service animal is excluded by another law, we will explain why, and work with the client to find another way to provide the service.

6. Support persons

People with disabilities are welcome to be accompanied by a support person on our premises and in any meeting relating to our services. Leaf Design does not charge admission fees, so no fee applies to a support person.

Where confidential client or project information will be discussed, we may ask the client to confirm their consent to the support person’s presence.

7. Notice of temporary disruptions

Our office is located on the seventh floor of a multi-tenant building, and access depends on building systems and services that Leaf Design does not directly control, including elevators, lobby access, and parking.

If there is a planned or unexpected disruption to a facility or service that people with disabilities rely on to access our services, we will provide notice as soon as we are reasonably able. Notice will include:

• What is unavailable
• The reason for the disruption
• How long it is expected to last
• Alternative arrangements, where available

Notice will be given by the means most likely to reach affected clients, which may include email, telephone, a notice on our website, or a notice posted at the office. Where an in-person meeting is affected, we will offer to meet by video call or telephone instead.

Disruptions to our website or online forms will be treated the same way, with an alternative contact method provided.

8. Training

Leaf Design provides training on accessible customer service to its employee and to every contractor and freelancer who provides services to clients or the public on our behalf. Training is provided as soon as practicable after a person takes on their role, and again when this policy changes.

Training covers:

• The purpose of the AODA and the requirements of the customer service provisions of the IASR
• The Ontario Human Rights Code as it pertains to people with disabilities
• How to interact and communicate with people with various types of disabilities
• How to interact with people who use an assistive device, service animal, or support person
• What to do if a person with a disability is having difficulty accessing our services
• The contents of this policy

Leaf Design keeps a record of the training provided and the dates on which it was provided.

9. Accessible formats and communication supports

On request, Leaf Design will provide information about our services, and information we make publicly available, in an accessible format or with communication support. We will:

• Consult with the person making the request to determine what format or support is suitable
• Provide it in a timely manner, and at no additional cost beyond what any other person would pay
• Notify the public that accessible formats are available on request

Requests should be directed to the contact named in section 11.

10. Emergency and safety information

Where Leaf Design provides publicly available emergency or safety information, we will provide it in an accessible format or with appropriate communication supports on request.

11. Feedback

Leaf Design welcomes feedback on how we provide services to people with disabilities. Feedback helps us identify and remove barriers.

Feedback may be given to:

Ian Chapman
Leaf Design Inc.
1122 International Blvd, Suite 700
Burlington, ON
L7L 6Z8

Email: [email protected]
Telephone: 289-427-0172

Feedback may be given in person, by telephone, by email, in writing, or through the contact form on our website. If none of these methods is accessible to you, tell us what would work and we will accommodate it.

We will acknowledge feedback within 5 business days and respond with any action taken or planned. Feedback may be given anonymously, though we will not be able to respond directly if it is.

We will provide this feedback process in an accessible format or with communication supports on request.

12. Notice of availability

This policy is available on our website and at our office. A copy will be provided in an accessible format or with communication supports on request.

13. Changes to this policy

Leaf Design will review this policy periodically and whenever our services or premises change materially. Any change to this policy will be made with consideration of its impact on people with disabilities. The current version is always the one published on our website.