Client Service Policy
Providing goods, services or facilities to people with disabilities
Synerion is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.
Synerion understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.
Synerion is committed to complying with both the Ontario Human Rights Code and the AODA.
Synerion is committed to excellence in serving all customers including people with disabilities.
Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
Assistive devices
People with disabilities may use their personal assistive devices when accessing our goods, services or facilities. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.
We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.
Communication
We will communicate with people with disabilities in ways that take into account their disability. We will work with the person with a disability to determine what method of communication works for them.
Service animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
Support persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for support persons.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Synerion 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.
Services / Facilities include:
10 Carlson Court, Suite 302
Etobicoke, Ontario, Canada M9W 6L2
This notice will be made publicly available on the front door of the suite.
Training
Synerion will provide accessible customer service training to:
- All employees and volunteers
- Anyone involved in developing our policies
- Anyone who provides goods, services or facilities to customers on our behalf.
Staff will be trained on accessible customer service as soon as practicable after being hired. Training will include:
- Purpose of the AODA and the requirements of the customer service standard;
- Synerion’s policies 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 equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities. These include:
- [List equipment or devices, e.g. TTY, wheelchair lifts, etc., available on-site or otherwise that may help with providing goods or services to people with disabilities]; and
- What to do if a person with a disability is having difficulty in accessing Synerion’s goods, services or facilities Staff will also be trained when changes are made to our accessible customer service policies
Staff will also be trained when changes are made to our accessible customer service policies.
Feedback process
Synerion welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.
Customers who wish to provide feedback on the way Synerion provides goods, services or facilities to people with disabilities can email Synerion Human Resources at ca.hr@synerion.com
Customers can expect to hear back in 15 days.
Synerion will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
Synerion will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
Modifications to this or other policies
Any policies of Synerion that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.