Accessibility

AODA – Customer Service Policy – Ontario

Intent

Duliban Insurance Brokers Ltd. 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.

State Of Commitment

Duliban Insurance Brokers Ltd. is committed to providing an accessible environment for all clients, Team Members, job applicants, suppliers, and visitors who may enter our premises, access our information, or use our services. As an organization, we respect and comply with the requirements of the Accessibility for Ontarians with Disabilities Act, 2005, and its associated regulations. We strive to provide an accessible and welcoming environment for everyone by identifying and removing barriers in our workplace and ensuring that new barriers are not created. The Company ensures that persons with disabilities are provided with equal opportunities. We are committed to meeting the needs of individuals with disabilities in a timely and integrative manner that respects their dignity and independence.

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, as a result of visual indicators, such as the vest or harness worn by the animal; or
• The person provides documentation from a designated regulated health professional confirming that the person requires the animal for reasons relating to the disability.

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

Guidelines

Duliban Insurance Brokers Ltd. 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.
• Taking into account individual accommodation needs when providing goods and services; and
• Communicating in a manner that takes into account 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 the Human Resources Department.

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

Guide Dogs & 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, Duliban Insurance Brokers Ltd. 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, Team Members 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. Duliban Insurance Brokers reserves the right to request appropriate paperwork when deemed necessary to confirm that the animal is indeed a service animal.

The customer who is accompanied by a guide dog or service animal is responsible for maintaining control of the animal at all times. 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 the Human Resources Department 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, Duliban Insurance Brokers Ltd. 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 assesses available evidence before making such a decision. Team Members are informed of any such arrangements.

Notice of Temporary Disruptions

Duliban Insurance Brokers Ltd. 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
• Via, email and messaging platforms

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.
• A description of alternative services or options that are available.

Team Members 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 Team Members, 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.
• Policies, procedures, and practices of the Company pertaining to providing accessible customer service to customers with disabilities.

Duliban Insurance Brokers Ltd. provides training as soon as practicable. Training is provided to new Team Members, volunteers, agents, and contractors during their onboarding timeline. 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 on which training was provided and the number of Team Members who attended the training. Where required, retraining is provided to ensure compliance with the Company’s policies and procedures.

Customer Feedback

Duliban Insurance Brokers Ltd. 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 (in person or by telephone) or in writing (handwritten, delivered, website, or e-mail).

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 the Human Resources Department.

AODA – Integrated Accessibility Standards Regulation (IASR) Information & Communications Policy

Intent

This policy applies to the provision of accessible employment services for persons with disabilities, in accordance with O. Reg. 191/11 Integrated Accessibility Standards (IASR) under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

All employment services provided by Duliban Insurance Brokers Ltd. will follow the principles of dignity, independence, integration, and equal opportunity.

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.

Conversion-ready: An electronic or digital format that facilitates conversion into an acceptable format.

Kiosk: An interactive electronic terminal, including a point-of-sale device, for public use that allows users to access one or more services or products.

General Requirements

The following general requirements apply to the five standards: information and communications, employment, transportation, design of public spaces, and customer service.

Establishment of Accessibility Policies and Plans

Duliban Insurance Brokers Ltd. will develop, implement, and maintain policies governing how it will achieve accessibility through these requirements.

Duliban Insurance Brokers Ltd. will include a statement of its commitment to meeting the accessibility needs of persons with disabilities in a timely manner in its policies. These documents will be made publicly available in an accessible format upon request.

Duliban Insurance Brokers Ltd. will establish, implement, maintain, and document a multi-year accessibility plan outlining its strategy to prevent and remove barriers and meet its requirements under the IASR. Accessibility plans will be made available in an accessible format upon request and will be posted on our website.

Duliban Insurance Brokers Ltd. will review and update its accessibility plan once every five years and will establish, review, and update these plans in consultation with persons with disabilities or an advisory committee. Annual status reports will be prepared that will report on the progress of the steps taken to implement Duliban Insurance Brokers Ltd.’s accessibility plan. This status report will be posted on our website. If requested, the report will be created in an accessible format.

Procuring or Acquiring Goods & Services or Facilities

Duliban Insurance Brokers Ltd. will incorporate accessibility criteria and features when procuring or acquiring goods, services, or facilities. The only exception is in cases where it is impracticable to do so.

Training Requirements

Duliban Insurance Brokers Ltd. will provide training on the IASR accessibility requirements and Ontario’s Human Rights Code as they pertain to individuals with disabilities. This applies to all Team Members and volunteers, individuals who participate in developing Duliban Insurance Brokers Ltd. policies, and all other persons who provide goods, services, or facilities on Duliban Insurance Brokers Ltd.’s behalf. Training will be provided as soon as is reasonably practicable. Training will be provided regularly to new Team Members and as changes to Duliban Insurance Brokers Ltd.’s accessibility policies occur.

Records

Duliban Insurance Brokers Ltd. will maintain records on the training provided, when it was provided, and the number of Team Members who were trained.

Self-Serve Kiosk

Duliban Insurance Brokers Ltd. will incorporate accessibility features, such as technical, structural, and access path when designing, procuring, or acquiring self-service kiosks. Duliban Insurance Brokers Ltd. will consider the accessibility needs, preferences, and abilities for persons with disabilities using self-service kiosks in this process.

Feedback Process

Duliban Insurance Brokers Ltd. will ensure that all feedback processes, both internal and external, are made accessible to clients, customers, and Team Members upon request.

In accordance with the customer service standards, Duliban Insurance Brokers Ltd. will make known the availability of accessible feedback formats.

Accessible Formats & Communication Supports

Unless deemed unconvertible, Duliban Insurance Brokers Ltd. will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities upon request. Accessible formats and communication supports will be provided in a timely manner and at no additional cost to the individual.

Duliban Insurance Brokers Ltd. will account for the person’s accessibility needs when customizing individual requests and will consult with the individual making the request to ensure suitability.

Duliban Insurance Brokers Ltd. will make the availability of accessible formats and communication supports publicly known.

Accessible Websites & Web Content

Duliban Insurance Brokers Ltd. will ensure that our website and web content conform to the Web Content Accessibility Guidelines (WCAG) as outlined in the IASR and will refer to the legislation for specific compliance deadlines and requirements.

Education and Training Resources & Materials

Upon request, Duliban Insurance Brokers Ltd. will provide or arrange for the provision of the following information in an accessible format to past, current, and potential students with disabilities:

• Training resources and materials;*
• Student records; and
• Program information, such as course requirements, descriptions, and availability.

Accessible formats will account for the needs of the individual to whom the material is being provided.

*Training resources and materials may be provided in an accessible or conversion-ready format.

Records

Duliban Insurance Brokers Ltd. will maintain a record of all training provided. Training will include the dates when training was provided and the number of people who were trained.

Exceptions

The Information and Communications Standards do not apply to:

• Products and product labels;
• Unconvertible information or communications; or
• Information that the organization does not control either directly or indirectly through a contractual relationship.
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Unconvertible Information or Communications

If it is determined in consultation with the requesting party that information or communications are unconvertible, Duliban Insurance Brokers Ltd. will ensure that the individual who made the request is provided with an explanation and a summary of the information.

Duliban Insurance Brokers Ltd. will classify information or communications as unconvertible where:

• It is not technically practicable to convert; or
• The technology required to make the conversion is not readily available.
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Review

This policy will be reviewed regularly to ensure that it reflects Duliban Insurance Brokers Ltd.’s current practices and legislative requirements.

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(i) Accessibility Compliance Reports (ACR) can be accessed here. 

(ii) Our Multi-Year Accessibility Plan can be accessed here.

(iii) Individuals may request feedback forms or communication materials in formats other than those provided on our website, in accordance with accessibility accommodations. We are committed to meeting the needs of such requests to the best of our ability, ensuring that accessibility is maintained throughout the entire feedback process.

(iv) Please contact our HR team for further information and assistance.