Accessibility Customer Service Policy

Accessibility Customer Service Policy 

Providing Goods and Services to People with Disabilities

Scrimgeour & Company is committed to providing customer service excellence to all clients including people with disabilities. Scrimgeour & Company believes in treating people in a respectful way that allows them to maintain their dignity and independence.  We are committed to meeting the needs of persons with disabilities and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements as stated under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

The company will maintain and document the accessibility customer service policy to outline the company’s strategy to prevent and remove barriers and meet all requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07, under the AODA. The accessibility policy will be reviewed and updated as required. Accessible formats of this document are available upon request.

Assistive Devices

Individuals may use his or her own assistive devices to access the Company’s premises. Training on assistive devices will be provided to our staff, if required.

Assistive devices are any device that is designed, made or adapted to assist a person with a disability perform a particular task, action or activity. Assistive devices include, but not limited to, wheelchairs, walkers, canes, note taking devices, portable magnifiers, recording machines, assistive listening devices, personal oxygen tanks and devices for grasping.


We will communicate with people with disabilities in ways that consider their disability.

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.

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. If confidential information needs to be shared, consent will be obtained from the client, prior to any conversation.

Notice of Temporary Service Disruption

Scrimgeour & Company will notify clients and employees promptly in the event of a planned or unexpected disruption to service of the elevator. 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.

The notice will be placed at main doors to the office and on our website, if applicable.


Scrimgeour & Company, or specialized third parties acting on their behalf, will provide training to employees who deal with the public. The training will ensure that all representatives of the organization are prepared to effectively communicate with customers with diverse types of disabilities in a manner that is appropriate, respectful, and meets the individual needs of each client.

Training will be provided to all office staff and will be updated annually. A training log will be recorded on who attended the training, the number of attendee’s, what the training was and completed certificates.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the specific requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07
  • Understanding Human Rights
  • How to interact and communicate with people with diverse 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
  • What to do if a person with a disability is having difficulty in accessing Scrimgeour & Company offices

Accessible Emergency & Public Safety Information

Scrimgeour & Company will provide, when necessary, accessible and customized emergency procedures, plans or information when requested by an employee/client or when they become aware of the need for special accommodations in the event of an emergency.

Accessible procedures, plans or information will be in the appropriate format that is required based on the individual’s needs.

Employment Disability Accommodations

Scrimgeour & Company is committed to fair and accessible employment practices. Employees and public will be notified about the availability of accommodation for applicants with disabilities in its recruitment, assessment, and selection process. Applicants who request accommodation will work with Scrimgeour & Company to create an accommodation that considers the applicants accessibility needs.

Employees with disabilities that can perform and fulfill the essential duties of a job will be accommodated based on their accessibility needs.

Feedback Process

Scrimgeour & Company adheres strictly to the guiding principles in treating everyone with respect, dignity and promoting independence for people with disabilities.

Clients who wish to provide feedback on the way Scrimgeour & Company provides customer service to people with disabilities can contact the company directly in person, telephone or by email.

Please contact Christene Scrimgeour directly at ([email protected]), 519-672-6811, x221.