Accessible Customer Service Policy

1. Purpose and commitment

Purpose Advisor Solutions Inc.(“PAS”) is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code and theAccessibility for Ontarians with Disabilities Act, 2005 (“AODA”). PAS understands that obligations under the AODA does not replace or limit its obligations under the OntarioHuman Rights Code (“Code”) and works together with the Code. The objective of this policy is to outline PAS’ commitment to excellence in serving all of its customers including people with disabilities. Our accessible customer service policy is consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

2. Scope

This policy governs the provision of services by PAS.

3. Providing services to people with disabilities 

PAS is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas: 

Communication: We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone services: We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by email, teletypewriter (“TTY”), and other services which may become available if telephone communication is not suitable to their communication needs or is not available.

Assistive devices: We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by individuals with disabilities while accessing our services.

Use of registered service animals and support persons: PAS welcomes people who are accompanied by a registered service animal or support person to our premises. At no time will we prevent a visitor from having access to their registered service animal or support person while on our premises.

Documents and statements: We are committed to providing accessible documents and statements to all of our customers. For this reason, documents and statements will be provided in alternate formats upon request. We will answer any questions customers may have about the content of a document or statement in person, by telephone or email.

If you are scheduled to visit the PAS office and require accommodation and/or will be visiting with a registered service animal or support person, please contact the PAS employee that you are meeting. We will make every reasonable effort to coordinate your visit to accommodate your needs.

4. Notice of temporary disruptions

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, PAS will notify customers promptly. This 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. While we cannot provide the same guarantee in emergency temporary disruption situations, every reasonable effort will be made to give adequate notice.

5. Training for employees

PAS will provide accessible customer service training to all employees. This training will be provided as soon as practicable to new employees after starting their employment with PAS.

Training will include:

The purpose of AODA and the requirements of the customer service standard

PAS’ 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 support person

What to do if a person with a disability is having difficulty accessing PAS’ services

Employees will also be trained when changes are made to PAS’ accessible customer service policies.

6. Questions and feedback

PAS welcomes feedback on how we provide accessible customer service. Customer feedback helps us identify barriers and respond to concerns. If you have any questions about this policy or any feedback, please contact:

1128 Yonge St., Suite 300 Toronto, ONM4W 2L8
Phone: 647-417-0210

Feedback can also be provided on our website.