ACCESSIBILITY STANDARDS
PROVIDING INSURANCE SERVICES TO PEOPLE WITH DISABILITIES
HJM Insurance & Financial Services Ltd. is committed to excellence in serving all customers including people with disabilities.
Assistive Devices
We will ensure that our staff is trained and 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.
Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on the part of our premises that are open to the public.
Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on the premises, and partake in discussions after necessary authorization has been received with respect to the Privacy Act.
Training for staff
HJM Insurance & Financial Services Ltd. will provide training for employees who deal with the public or other third parties on their behalf. An Accessibility Standards Memorandum is posted on each employees computer desktops for reference.
The Accessibility Standards Memorandum includes:
• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
• HJM Insurance & Financial Services Ltd.’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 any applicable devices that may be needed for assistance
• What to do if a person with a disability is having difficulty in accessing HJM Insurance & Financial Services Ltd.’s goods and services
Staff will also be trained when changes are made to the plan.
Feedback Process
Customers who wish to provide feedback on the way HJM Insurance & Financial Services Ltd. provided goods and services to people with disabilities can e-mail their concerns to info@hjminsurance.com or telephone our head office at 519-836-9949 and speak with a member of our management.
All feedback will be directed to the applicable Branch Manager for review.
Customers can expect to hear back in 3 days.
Complaints will be addressed according to our organization’s regular complaint management procedures.
Modifications to this or other policies
Any policy of HJM Insurance & Financial Services Ltd. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.