Accessible Customer Service Plan

Integricon Property Restoration and Construction Group Inc. and its affiliates (“Integricon”) is committed to excellence in serving all customers including people with disabilities. Integricon is also committed to providing any necessary accommodation(s) for any member of its staff with disabilities.

Assistive Devices

We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers and/or staff members with disabilities while accessing our goods or services or any of our premises.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Service Animals

We welcome people with disabilities and their service animals. Service animals are allowed on the 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 services or facilities for customers with disabilities, Integricon will notify customers promptly. This clearly-posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. This notice will be posted on signs at the applicable location.

Accommodation for Staff with Disabilities

Should an employee of Integricon require specialized accommodation in order to perform specific task(s) related to their job, they should speak to their supervisor/manager who will work with them to complete an Individual

Accommodation Plan

The supervisor/manager has the right to request supporting documentation from an outside medical or other expert to assist in determining if accommodation can be achieved and, if so, how that accommodation can be instituted.

All information obtained in the Individual Accommodation Plan process will be strictly confidential and the staff member’s privacy of personal information protected.

Should the request for an Individual Accommodation Plan be denied, the employee will be advised in writing as to the decision and the reasons therefore. Should an Individual Accommodation Plan be created and instituted, the format for the Plan will be provided to the employee in a way that takes into account that employee’s disability.

Training for Staff

Integricon will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. This training will be provided to staff as soon as training is available.

Training will include:

An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of Integricon’s customer service standards plan related to its 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
What to do if a person with a disability is having difficulty in accessing Integricon’s goods and services.
Staff will also be trained when changes are made to our plan.

Feedback Process

Customers and/or staff who wish to provide feedback on the way Integricon provides goods and services to people with disabilities can email or call in and speak to the company’s President, Neal Weir. All feedback will be directed to Neal Weir. Customers can expect to hear back within 24 hours. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to This or Other Policies

Any policy of Integricon Property Restoration and Construction Group Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

AODA Multi-Year Plan

A MESSAGE FROM OUR PRESIDENT:

In accordance with the core values of Integricon, we want to create a workplace environment that is as inclusive as possible. Part of that inclusiveness is to make our business as accessible as possible to people with disabilities. We will provide leadership in transforming our business practices and environment to provide individuals with disabilities the opportunity to be a part of our organization.

INTRODUCTION:

Integricon Property Restoration and Construction Group Inc. and its affiliates (“Integricon”) is a property restoration and building solutions company specializing in insurance, condominium and commercial property restoration in the Greater Toronto Area, Hamilton and Ottawa. We work closely with individuals and companies to help mitigate property damages and restore a premises to its pre-loss condition.

Integricon 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 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.

Integricon recognizes that disabilities include chronic physical, mental, learning or developmental disabilities as well as short-term disabilities resulting from an injury or disability reported to WSIB.

PAST ACHIEVEMENTS TO REMOVE AND PREVENT BARRIERS:

All Integricon offices are accessible to people with disabilities. Our entire staff has been given awareness training on working with various types and degrees of disability and such training is included in every orientation program.

Whenever an accessibility issue is reported, we use a formal process as set out on our Individual Accommodation Plan form to investigate reasonable solutions for resolving such issue.

Customer feedback has been received via email and/or telephone and adjustments made to the respective job site as a result of such feedback.

If an employee has a literacy disability, we ensure that that person is sent to training programs with another member of the staff who is aware of the disability and able to assist when needed.

STRATEGIES AND ACTIONS:

Customer Service

Integricon is committed to providing accessible customer service to people with disabilities. This commitment means that we will provide goods and services to people with disabilities with the same high quality and timeliness as others.

Initiatives	Target Completion
Provide awareness training to subtrades	Ongoing
Monitor changes to legislative requirements and revise Integricon’s policies accordingly	Ongoing

Information and Communication

Integricon is committed to make our information and communications accessible to people with disabilities.

Initiatives	Target Completion
Create and have available large print forms requires during the insurance claim process	Ongoing
Notify staff of policy changes	Ongoing
Post AODA Policy and Multi-Year Plan on website	Ongoing

Employment

Integricon is committed to fair and accessible employment practices.

Initiatives	Target Completion
Notify potential candidate of availability of accommodations for disabilities during the recruitment process	Ongoing
During the orientation of each new employee, introduce the Individual Accommodation Plan form and the process by which it is handled	Ongoing
Ensure performance management and career development strategies take into account an employee’s disability	Ongoing

Training

Integricon is committed to providing training in the requirements of Ontario’s accessibility laws and the Ontario Human Rights Code as it applies to people with disabilities.

Initiatives	Target Completion
Train managers on investigating accessibility complaints and how to respond	Ongoing
Train staff on new or revised policies, forms and procedures	Ongoing

CLOSING STATEMENTS:

In accordance with the Accessibility for Ontarians with Disabilities Act and Integricon’s commitment to treat all employees, customers and sub trades to respect other people’s dignity and independence, this Multi-Year Plan is posted on Integricon’s website and will be reviewed and updated at least every five years.

If you have any questions or have feedback related to this Multi-Year Plan, please email neal.weir@integricon.ca or contact Martha Dunec, Director of HR, at 416-800-2386.