Key principles

Our policy is based on:

  • Respect for the dignity and independence of people with disabilities;
  • Equal opportunity for people with disabilities to access, use and benefit from our services with the same quality and timeliness that others receive; and
  • Providing goods and services to people with disabilities in compliance with the Accessibility for Ontarians with Disabilities Act, 2005 (“the Act”).

1. Our commitment

Global is committed to ensuring that information and services are accessible for all Ontarians. This includes providing services that people with disabilities can use and benefit from equally and in a manner that respect their dignity and independence.

2. Providing goods and services to people with disabilities

Global is committed to excellence in serving all customers including people with disabilities. This commitment is demonstrated in the areas of:

    2.1 Information and Communication

    When communicating or providing information or services to a person with a disability, we will do so in a manner that takes the person’s disability into account.

    2.2 Accessible Formats and Communications Supports

    If a person with a disability needs an accessible format, or help to communicate with us, we will work with the person to provide the format or support that will meet their needs.

    If we are not able to meet the person’s particular requirement in a reasonable timeframe, we will inform them and will work with them to determine an alternate method.

    2.3 Assistive Devices

    People with disabilities may use their own personal assistive devices. We ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.

    2.4 Premises

    Our premises are designed to meet the accessibility standards established under the Act.

3.Service Animals

People with disabilities may use their service animal in all parts of the premises that are open to the public and other third parties, unless the animal is excluded by law, such as in food preparation areas. In this case, we will ensure that appropriate alternative arrangements are made. We will also ensure that all staff and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

If we are not able to easily identify that the animal is a service animal, we may ask the person to provide documentation from a regulated health professional. The documentation must confirm that the person needs the service animal for reasons relating to their disability.

4. Support Persons

Any person with a disability who is accompanied by a support person will be allowed to enter Global’s premises with his or her support person. In situations where confidential matters will be discussed, the support person may be asked to sign a confidentiality agreement or the role of the support person may need to be agreed to in advance of the meeting. 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 certain cases, we might require a person with a disability to be accompanied by a support person for health and safety reasons. We will consult with the person with a disability to understand their needs, consider health or safety reasons based on available evidence and determine if there is no other reasonable way to protect the health and safety of the person or others on the premises. In such a situation, we will waive the admission fee or fare for the support person, if one exists.

5. Service Disruption

If there is a problem with facilities, equipment or services that people with disabilities rely on, we will provide notice to the public. The way we provide notice will be determined on the nature of the problem and will include information about the reason for the disruption, its anticipated duration (if known) and alternative arrangements to provide service, where possible.

6. Employee training

All members of Global will receive accessibility training to educate them on accessible customer service and how to interact with people with different disabilities.

7. Feedback Process

Global’s ultimate goal is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated. Feedback regarding the way Global provides goods and services to people with disabilities can be made by telephone, in writing, in person, by email, by fax or an alternative format can be arranged on request. All feedback will be directed to the Chairman’s Office. Customers can expect to hear back within 20 business days:

Address: 100 Mural St., Suite 201, Richmond Hill, ON., L4B 1J3

Email: clientservices@globalresp.com

Telephone: (416) 741-7377

Fax: (416) 642-3544

8. Modifications to this or other policies

We are committed to developing customer 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 Global that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

9. Questions about this policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to the Chairman’s Office.

This policy is available in alternative formats upon request.



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