Accessibility Customer Service Policy
Purpose
In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), VIU by HUB is committed to providing accessible, quality services and goods to people with disabilities in a manner that promotes dignity, independence and integration.
Providing Goods and Services to People with Disabilities
Communication – We will communicate with our clients with disabilities in ways that take their disability into account. Employees will be trained on how to interact with people with various types of disabilities.
Telephone Services – We are committed to providing excellent telephone services to our clients. Our employees are trained to communicate over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with clients by email if telephone communication is not suitable for their needs or is not available.
Training
VIU by HUB will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.
Training will include:
An overview of the Accessibility of Ontarians with Disabilities Act, 2005 and the requirements.
How to interact and communicate with persons with various types of disability.
How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or the assistance of a support person.
How to use equipment or devices available on VIU by HUB’s premises or otherwise provided by VIU by HUB that may help with the provision of goods or services to a person with a disability.
What to do if a person with a particular type of disability is having difficulty accessing VIU by HUB’s goods or services.
Training will be provided to staff upon hiring and will also be provided when changes are made.
Assistive Devices
An assistive device is any piece of equipment a person with a disability uses to help them with daily living. Some examples include: a wheelchair, screen reader, listening device or cane.
We welcome our clients to use their assistive devices where possible when dealing with our organization to access goods and services.
In the event a person with a disability is hindered from accessing VIU by HUB’s goods and services through the use of their own personal assistive device, we may offer a person with a disability other reasonable measures to assist him or her in obtaining these goods and services.
Support Person
When a person with a disability is accompanied by a support person, VIU by HUB welcomes both into our business.
Service Animals
A person with a disability accompanied by a service animal is permitted to enter VIU by HUB with the service animal.
Section 4(9) of the Accessibility Standards on Customer Service indicates that an animal is a service animal if (1) it is readily apparent that the animal is being used for reason related to a person’s disability; or (2) if the person provides a letter from the doctor or nurse confirming that the animal is required for reason relating to the disability.
Where an animal is excluded by law from the premises we will ensure that other measures are available to enable the person with a disability to obtain, use or benefit from our goods or services.
Notice of Temporary Disruption
VIU by HUB will provide notice of temporary disruptions to services or facilities used by person with disabilities. All notices will include the reason for the disruption, how long the service will be unavailable and a description of alternative facilities or services, if available.
Documentation
All published documentation can be made available in hard copy, large print and email when requested.
Feedback
Feedback may be provided on the accessibility of the provision of goods and services by VIU by HUB in person, by telephone, in writing or by email to:
Human Resources
3600 Rhodes Drive, Windsor, Ontario, N8W 5A4
Phone: 1-800-396-1986
Fax: 1-519-974-7290
hr@hubcustomercentral.com
Upon request, VIU by HUB will provide documents in an accessible format in a timely manner.
| Integrated Accessibility Standard | Actions | Status | Compliance Date |
|---|---|---|---|
| Customer Service Accessibility | HUB SmartCoverage ensures training is provided to every person who interacts with the public on the Company’s behalf, as well as to all those who are involved in the development of HUB SmartCoverage’s policies, procedures and practices governing the provision of goods or services to the public. This training includes the purpose of standards regarding accessibility set by provincial legislation and related requirements, as well has how to communicate, interact and support persons with disabilities in ways that take the person’s disability into account. The training is delivered as soon as practicable after hire and on an ongoing basis in connection with changes to HUB SmartCoverage’s policies or procedures governing the provision of goods or services to persons with disabilities. | Completed | By January 1, 2012 |
| Information and Communications: Emergency Procedures and Plans, Workplace Emergency Response Information | Emergency procedures and public emergency safety information is prepared by HUB SmartCoverage and made available to the public in an accessible format or with appropriate communication supports, as soon as practicable, upon request. | Completed | By January 1, 2012 |
| General Requirements: Policies, Accessibility Plan, Self-Service Kiosks | HUB SmartCoverage Integrated Accessibility Policy affirms the company’s commitment to meeting the accessibility needs of persons with disabilities in a timely manner and governs the way that HUB SmartCoverage will achieve accessibility. HUB SmartCoverage created this Multi-Year Accessibility Plan outlining the company’s phased-in strategy for identifying, removing and preventing barriers to accessibility. The Policy and Plan are posted on our corporate website and will be provided in alternate formats upon request. The Plan will be reviewed and updated at least once every five years. Although the company currently does not use self-service kiosks, the company will have regard to the accessibility for persons with disabilities should it design and acquire self-service kiosks by considering what accessibility features could be built into the kiosks to best fit the needs of our clients. |
Completed | By January 1, 2014 |
| Information and Communications: Accessible websites and web content | HUB SmartCoverage ensures that new web design will comply with WCAG 2.0 Level A. Upon notice and request; HUB SmartCoverage will provide physical hardcopies of any content that may cause difficulties for individuals with disabilities to access online. | Ongoing compliance | January 1, 2014 |
| General Requirements: Training | HUB SmartCoverage will ensure that training is delivered to all employees, volunteers and those who provide services on HUB SmartCoverage’s behalf on the standards set by provincial legislation regarding accessibility as well as any aspect of local human rights legislation relating to persons with disabilities. | Ongoing compliance | January 1, 2015 |
| Information and Communications: Accessible Feedback Processes | HUB SmartCoverage will consult with all departments and determine what accessible formats and communication options (verbal/written) will be available. Make sure staff and management are aware that this needs to be available upon request (part of training program). | Ongoing compliance | |
| Employment: Recruitment and Selection | HUB SmartCoverage will notify all job applicants and the public that accommodation is available during the recruitment process upon request. The same information will be in job postings and on the careers section of the corporate website. Review and modify existing recruitment, assessment and selection processes as necessary. Specify that accommodation is available for applicants with disabilities in recruitment-related materials and during scheduling of interviews and assessments. If an applicant requests accommodation, consult with the applicant and arrange for the provision of suitable accommodation that takes into account the applicant’s needs due to disability. When making offers of employment, notify the successful applicant of HUB SmartCoverage’s policies for accommodating colleagues with disabilities. Develop and provide appropriate training to colleagues responsible for recruitment, selection and on-boarding to ensure these planned actions are delivered, and accommodation requests are fulfilled in an effective and timely manner. |
Ongoing compliance | January 1, 2016 |
| Built Environment: Public Spaces, Obtaining Services, Maintenance | Facility policies and processes will be reviewed and updated to include the requirements of the Built Environment Standard. | Ongoing compliance | January 1, 2017 |
| Information and Communications: Accessible websites and web content | New web design will incorporate accessibility standards based on WCAG 2.0 AA requirements. | Ongoing compliance | January 1, 2021 |
| Full Accessibility | This is the date by which the development, implementation and enforcement of accessibility standards is expected by the AODA in order to achieve accessibility for Ontarians with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises. HUB SmartCoverage will ensure compliance with its obligations under AODA and its regulations by this date. | In progress | January 1, 2025 |