ACCESSIBLE CUSTOMER SERVICE POLICY

Intent

ShareWord Global is committed to providing accessible customer service in accordance with the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act, 2005. This policy sets out the standards for the provision of goods, services, and facilities to the public.

Statement of Commitment

ShareWord Global is committed to ensuring equal access and participation for people with disabilities.  We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner.  We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws.  We respect and comply with the requirements of the Accessibility for Ontarians with Disabilities Act, 2005, and its associated regulations. To support our objectives, we have designated a team of employees that will lead our efforts to meet our commitments.

Definitions

Guide dog: A dog trained as a guide for a blind person that has completed a training program at a designated training facility set out in the Guide Dogs Regulation.

Service animal (an animal is a service animal for a person with a disability if):

• • The animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, because of visual indicators, such as the vest or harness worn by the animal; or
• • The person provides documentation from a designated regulated health professional college confirming that the person requires the animal for reasons relating to the disability.

Support person: In relation to a person with a disability, another person who accompanies them to help with communication, mobility, personal care, medical needs, or access to goods, services, and facilities.

Guidelines

ShareWord Global makes every reasonable effort to ensure that its policies, practices, and procedures are consistent with the principles of dignity, independence, integration, and equal opportunity by:

• • Allowing customers with disabilities to do things in their own ways and at their own pace when accessing goods, services, and facilities, as long as this does not present a health and safety risk;
• • Using alternative methods of access when necessary to ensure that customers with disabilities have access to the same goods, services, and facilities in a similar manner;
• • Considering individual accommodation needs when providing goods and services; and
• • Communicating in a manner that considers the customer’s disability.

Upon request, the company provides a person with a disability with a copy of this policy, or the information contained within it, in a format that meets their accessibility needs. Requests should be directed to HR.

Persons with disabilities may use their own assistive devices as required when accessing services or facilities. In cases where the assistive device presents a health and safety concern or where accessibility might be an issue, the HR Manager should be informed so that other reasonable measures can be put in place to ensure the access of goods and services.

Guide Dogs and Service Animals

A customer with a disability who is accompanied by a guide dog or other service animal is welcome to access to premises that are open to the public and keep the animal with them unless the animal is otherwise excluded by law. “No pet” policies do not apply to guide dogs or service animals. If a customer’s guide dog or service animal is excluded by law, ShareWord Global offers alternative methods to enable the person with a disability to access goods, services, and facilities.

If it is not readily apparent that the animal is a guide dog or service animal, employees may respectfully ask whether an animal is a guide dog or service animal but must not ask the nature of the person’s disability or purpose of the animal. If they reveal the animal is not a guide dog or service animal, they should be asked to remove the animal from the premises promptly.

The customer who is accompanied by a guide dog or service animal is responsible for always maintaining control of the animal. If a service animal becomes out of control, causing a clear disruption or a threat to the health and safety of others, and the animal’s behaviour is not corrected by the owner, this should be reported to HR who may ask them to remove their service animal from the premises.

Support Persons

If a customer with a disability is accompanied by a support person, ShareWord Global will ensure that both persons may enter the premises together and that the customer is not prevented from having access to the support person. In situations where confidential information might be discussed, consent must be obtained from the customer before any potentially confidential information is mentioned in the presence of the support person.

The company may require a person with a disability to be accompanied by a support person while on the premises if the support person is required to protect the health and safety of the person with the disability or others in the workplace and there are no other reasonable measures that can be taken to ensure this. The company consults with the person with the disability and assess available evidence before making such a decision. Employees are informed of any such arrangements.

Notice of Temporary Disruptions

ShareWord Global makes all reasonable efforts to provide notice of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use goods or services. In some circumstances, notice may not be possible.

When disruptions occur without notice, the company informs customers by:

• • Posting written notices in conspicuous places, including at the point of disruption and all entrances;
• • Informing customers verbally upon arrival; and

The following information is provided regarding the disruption, unless it is not readily available or known:

• • Goods or services that are disrupted or unavailable;
• • Reason for the disruption;
• • Expected duration; and
• • A description of alternative services or options that are available.

Employees are informed of this information as soon as reasonably possible in the event of a disruption so that they can inform customers and respond to inquiries.

Training

Training is provided to employees, volunteers, those who participate in the development of company policies, and any other person who provides goods, services, or facilities on behalf of the company.

Training covers the following:

• • A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
• • A review of the requirements of the customer service standards;
• • Instructions on how to interact and communicate with people with various types of disabilities;
• • Instructions on how to interact with people with disabilities who use assistive devices or require the assistance of a guide dog or other service animal or a support person;
• • Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities;
• • Instructions on what to do if a person with a disability is having difficulty accessing our services; and
• • Policies, procedures, and practices of the company pertaining to providing accessible customer service to customers with disabilities.

ShareWord Global provides training as soon as practicable. Training is provided to new employees and contractors upon hiring. Revised training is provided in the event of changes to legislation, procedures, policies, or practices.

The company keeps a record of training that includes the dates training was provided and the number of employees who attended the training. Where required, retraining is provided to ensure compliance with the company’s policies and procedures.

Customer Feedback

ShareWord Global has established a feedback process to provide the public with the opportunity to provide feedback on how goods, services, and facilities are provided to customers with disabilities. Feedback may be shared verbally by telephone at 1-888-482-4253 or in writing via e-mail at info@sharewordglobal.com.

The company addresses feedback received on a case-by-case basis and takes any actions necessary to remedy any issues. Customers who wish to submit feedback should be directed to HR.

ACCESSIBLE COMMUNICATIONS AND INFORMATION POLICY

Intent

ShareWord Global provides accessible information and communications for persons with disabilities, in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and its associated regulations. This policy sets out the standards for providing accessible information and communications.

Statement of Commitment

ShareWord Global is committed to ensuring equal access and participation for people with disabilities.  We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner.  We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws. We respect and comply with the requirements of the Accessibility for Ontarians with Disabilities Act, 2005, and its associated regulations. To support our objectives, we have designated a team of employees that will lead our efforts to meet our commitments.

Definitions

Accessible formats: Include but are not limited to large print, recorded audio and electronic formats, braille, and other formats usable by persons with disabilities.

Communication supports: Include but are not limited to captioning, alternative and augmentative communication supports, plain language, sign language, and other supports that facilitate effective communications.

Guidelines

ShareWord Global strives to provide information and communications to all in a format or manner that meets their needs. The company provides or arranges for the provision of accessible formats and communication supports for persons with disabilities upon request. This includes but is not limited to our feedback process and all publicly available safety and emergency information, such as evacuation procedures and floor plans. The company also ensures that our website and web content meet the standards required by the Integrated Accessibility Standards Regulation to enable accessible information and communications online.

The public is informed of the availability of accessible formats and communication supports via our website. Requests for accessible formats or communication supports should be submitted to HR by telephone or via e-mail. The company consults with the individual making the request to ensure a suitable format or communication support is provided. Accessible formats and communication supports are provided in a timely manner and at a cost no more than the original format.

Exceptions

These standards do not apply to:

• • Products and product labels;
• • Unconvertible information or communications; or
• • Information that the company does not control through a contractual relationship.

Unconvertible Information or Communications

Information or communications are classified as unconvertible where it is not technically practicable to convert them, or the technology required to make the conversion is not readily available. If ShareWord Global determines that information or communications are unconvertible, the company provides the individual who made the request with an explanation as to why and a summary of the information or communications.

Multi-Year Accessibility Plan

Message from the President

ShareWord Global is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.

We believe in equal opportunity for all; this means all customers, visitors and staff members will receive their goods and services with the same standards of excellence; regardless of limitations and disabilities.

We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner.  We will remove and prevent both physical and mental barriers to accessibility.

We plan to do this by meeting requirements under Ontario’s accessibility laws and continuously improving accessibility and implementing new accessibility initiatives. 

Statement of Commitment

ShareWord Global is committed to ensuring equal access and participation for people with disabilities.  We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner.  We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws.  We respect and comply with the requirements of the Accessibility for Ontarians with Disabilities Act, 2005, and its associated regulations. To support our objectives, we have designated a team of employees that will lead our efforts to meet our commitments.

Section 1. Past Achievements to Remove and Prevent Barriers

Customer Service

ShareWord Global implemented software that provides all workers proper training on AODA and Human Rights Code and easy access to other relevant training. 

Information and Communication

We undertook website redesign to ensure more accessible formats. The outdoor company signage was replaced to improve identification of the building and for better visibility to the public.

Employment

Implementation and use of an accessible HRIS system for processing applications and maintenance of worker records.

Training

Implementation of software that provides AODA and Human Rights Code training for all new workers. All new hires must undergo the training and existing workers are required to refresh their training in the event of changes to legislation, procedures, policies, or practices. 

Transportation

An accessibility parking spot was added to the front entrance upon renovation of the building that leads directly into the front entrance with an accessible entrance. 

Other

Washroom renovation was completed for compliance with AODA standards, and an accessible bathroom was added to the building.

Section 2. Strategies and Actions

Customer Service

We will continue the training of new staff on AODA and AODA Human Rights Code upon hire within the first week of hire and provide refresher training every 3-5 years and as legislation changes. 

Information and Communications

We are as AA compliant as we can possibly be with our current website software. We are in active development of a new website framework that will achieve full AA compliance and partial AAA compliance by mid-2024. We also support other communication methods (paper, phone, email) for inbound and outbound requests.

Employment

The recruitment page on the company website will disclose our Accessibility Commitment on each job posting and include reiteration that we welcome job applications from various formats.

Training

All supervisors / management / workers will have access to necessary trainings to increase awareness and be asked to complete a refresher training every few years or as legislation changes.

Design of Public Spaces

We will meet accessibility laws when making any changes to public spaces surrounded our building and to any entrances/doorways. Procedures will be put in place to prevent service disruptions to the accessible parts. 

For More Information

For more information on this accessibility plan, or free standard and accessible formats of this document, please contact Human Resources Representative Andressa Falcao at andressa@sharewordglobal.com or our Data Protection Officer Andrew Beaulieu at admin@sharewordglobal.com.

Our accessibility plan is publicly posted at www.sharewordglobal.com/ca.