Millards Customer Service Policy & Procedure

1. Intent

All goods and services provided by Millard, Rouse & Rosebrugh LLP (“Millards) will follow the principles of dignity, independence, integration, and equal opportunity.

This policy meets the requirements of the customer service standards included in the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act, 2005.

2. Definitions

I. Assistive device: A technical aid, communication device, or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them, such as a wheelchair, walker, or a personal oxygen tank, and that might assist in hearing, seeing, communicating, moving, breathing, remembering, or reading.

II. Barrier: Anything that prevents a person with a disability from fully participating in all aspects of society because of their disability. This includes a physical barrier, an architectural barrier, an information/communications barrier, and attitudinal barrier, a technological barrier or a policy or practice.

III. Customer/Client: For the purposes of this policy, the terms customer and client are used interchangeably.

IV. Disability: As defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

  • Any degree of physical disability, infirmity, malformation, or disfigurement that is caused by bodily injury, birth defect, or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
  • A condition of mental impairment or a developmental disability;
  • A learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
  • A mental disorder; or
  • An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

V. Service Animal: An Animal is a Service Animal for a person with a disability if it is trained to provide assistance to a person with a disability that relates to that persons disability.

V1. Support person: In relation to a person with a disability, another person who accompanies them in order to help with communication, mobility, personal care, medical needs, or access to goods and services.

3. Guidelines

The Provision of Goods and Services to Persons with Disabilities

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

  • Ensuring that all clients receive the same value and quality;
  • Allowing clients with disabilities to do things in their own ways, at their own pace when accessing services, as long as this does not present a health and safety risk;
  • Using alternative methods when possible to ensure that clients with disabilities have access to the same services, in the same place and in a similar manner;
  • Taking into account individual accommodation needs when providing services; and
  • Communicating in a manner that takes into account the client’s disability.

I. Communication

Millards is committed to communicating with persons with disabilities in ways that take into consideration their disability. To ensure this, Millards has taken the following actions:

  • Millards employees have been trained in how to interact and communicate with clients with disabilities guided by the principles of dignity, independence and equality.
  • Clients with disabilities are offered alternative communication formats that meet the needs of the client as promptly as feasible.
  • Documents are provided to clients in an alternative format that meets the needs of the member/customer, upon request.

II. Assistive Devices

Clients with a disability are permitted, where possible, to use their own Assistive Device when on our premises for the purposes of obtaining, using or benefiting from our goods and services.

If there is a physical, technological or other type of barrier that prevents the use of an

Assistive Device on our premises we will first endeavour to remove that barrier. If we are not able to remove the barrier, we will ask the client how they can be accommodated and what alternative methods of service would be more accessible to them. We will make best efforts to provide an alternative means of assistance to the client with a disability.

Millards partners and employees will receive training on various Assistive Devices that may be used by clients with a disability while accessing our services.

III. Guide Dogs and Service Animals

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public, other third parties and where the Service Animal is not otherwise excluded by law. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

Care and Control of the Animal:

The client who is accompanied by a guide dog or service animal is responsible for the care, supervision and control of their service animal while on the premises.

Allergies and Other Health and Safety Concerns

If a health and safety concern presents itself, for example, in the form of a severe allergy to the animal, Millards will make all reasonable efforts to meet the needs of all individuals. Pursuant to the company’s obligations under the Human Rights Code and the Occupational Health and Safety Act, each client’s accommodation needs will be considered on a case-by-case basis, up to the point of undue hardship.

IV. Support Persons

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Millards’ premises with their support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

In situations where confidential information might be discussed, consent will be obtained from the client before any potentially confidential information is mentioned.

V. Billing

Millards is committed to providing accessible invoices to all of our clients. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, or email.

We will answer any questions clients may have about the content of the invoice in person, by telephone or email.

VI. Notice of Disruptions in Service

Service disruptions may occur for reasons that may or may not be within the control or knowledge of Millards. In the event of any temporary disruptions to facilities or services that clients with disabilities rely on to access services, reasonable efforts will be made to provide advance notice. In some circumstances, such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

If a notification needs to be posted, the following information will be included unless it is not readily available or known:

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

Notification Options

When disruptions occur, Millards will provide notice by:

  1. Posting notices in visible places, including at the point of disruption, at all public entrances, the company website, the voicemail answering service.
  2. Contacting clients with appointments.
  3. Verbally notifying clients when they make a reservation or appointment; or
  4. By any other method that may be reasonable under the circumstances.

Client Feedback

The ultimate goal of Millards is to meet and surpass client expectations while serving clients with disabilities. Clients may provide feedback on the manner in which Millards provides our services to clients with disabilities, via any of the below delivery channels:

  • By email
  • In writing
  • In person
  • Any other method that is most suitable to the client

A Feedback form is available on our website and can also be requested by contacting our office. All feedback will be directed to Human Resources.

Submitting Feedback

Clients who wish to provide feedback onsite can do so by completing a feedback form or verbally to Human Resources. Contact information is located on our website or at the end of this policy. 

Clients who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted. Clients can expect to hear back in 30 days.

VIII. Training

Training will be provided to:

  • Every employee and partner of Millards
  • Every person who participates in developing the policies of Millards; and
  • Every other person who provides goods, services, or facilities on behalf of Millards.

Training Provisions

Regardless of the format, training will cover 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;
    • Require the assistance of a guide dog or other service animal; or
    • Require the use of a support person;
  • Instructions on what to do if a person with a disability is having difficulty accessing our services; and
  • Policies, procedures, and practices of the firm pertaining to providing accessible customer service to customers with disabilities.

Training Schedule

Millards will provide training as soon as practicable. Training will be provided to new employees and partners within two weeks of their start date. Revised training will be provided in the event of changes to legislation, procedures, policies, or practices.

Record of Training

Millards will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

IX. Notice of Availability and Format of Documents to Customers

Millards shall notify clients that the documents related to the client service standards are available upon request and in a format that takes into account the client’s disability. Notification will be given by posting the information in a conspicuous place owned and operated by Millards, the website of Millards, and any other reasonable method.

4. Modifications to this or other policies

We are committed to developing client service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.

Any policy of Millards that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

This policy and its related procedures will be reviewed as required in the event of legislative changes or changes to company procedures.

5. Questions or Feedback

If you have any questions or concerns about this policy or wish to submit feedback, please contact:

Monika Woodley, CHRP
Human Resources Administrator
Phone: 519-720-2298
Email: mwoodley@nullmillards.com

Mailing Address:
96 Nelson Street, PO Box 367
Brantford Ontario N3T 5N3