Accessibility for Ontarians with Disabilities Act Policy

Statement of Policy
Issued to:
All Employees
Issued by: Human Resources
Date: January 1, 2012
Replaces: New

TK Financial Group is committed to excellence in serving all of our customers, including people with disabilities, based on the principles of dignity, independence, integration and equal opportunity.  All reasonable efforts will be used to ensure that an individual’s needs are taken into account when our services are offered.  

Definition of Disability
Under the Human Rights Code of Ontario, the definition of disability includes a broad range and degree of conditions, some visible and other not.  A disability may have been present from birth, caused by an accident, or developed over time.   It includes physical, mental and learning disabilities, mental disorders, hearing, speech or vision disabilities, medical conditions such as cancer and epilepsy, drug and alcohol dependencies, environmental sensitivities as well as other conditions.

Assistive Devices
TK Financial Group will ensure that our staff is trained and familiar with the various assistive devices that may be used by our customers with disabilities while accessing our facilities.

TK Financial Group will communicate with clients in a way that takes into account their disabilities.  Telephone, e-mail, written word and face to face interaction are available to any customer based on their preferred method of communication.

Service Animals
TK Financial Group welcomes people with disabilities and their service animals.  All service animals are allowed on all 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.

Notice of Temporary Disruption
In the event of a planned, or unexpected, disruption to any of our services or facilities for customers with disabilities TK Financial Group will notify our clients promptly.  Our notice will include information regarding the reason for the disruption, its anticipated length of time, and a description of alternative facilities or service available, if applicable.

Training for Staff
TK Financial Group will provide training to all employees, both full and part time, and any other person who represents TK Financial Group and deals with our clients or the public.  This training will be provided to all staff upon hire, or when there are changes made to our accessibility policy, and will include:

- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirement of the customer service standard.

- Our plan related to the customer service standard.

- How to interact and communicate with people with various 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.

 - How to use the equipment and devices on-site or that may help with providing services to people with disabilities.

- What to do if a person with a disability is having difficulty in accessing our services.

Feedback Process
Customers who wish to provide feedback on the way that TK Financial Group provides services to people with disabilities can contact us through our TK Financial Group web site, by phone, mail or arrange to meet with a representative at a predetermined time and place.

Clients can expect to hear back from TK Financial Group within 48 hours.  Complaints will be addressed according to our organizations regular complaint management procedures.

Modifications to this or other policies
Any policy of ours that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

TK Financial Group will notify our customers of this policy through a notice posted on our TK Financial Group Web site and at our front door.