At reSolved, we are committed to doing things the right way – and that includes providing excellent customer service to everyone, including people with disabilities.

POLICIES, PRACTICES AND PROCEDURES

As part of this commitment, reSolved has established various policies, practices and procedures for how our goods and services are provided to people with disabilities. These include the following areas:

Assistive Devices
We are committed to serving people with disabilities who use, or who may benefit from the use of, assistive devices – whether to access our goods or services, or for other reasons because of their disability. Our employees have been trained and are familiar with various types of assistive devices that may be used by customers with disabilities while accessing our goods and services.

Communication
We recognize that people with disabilities may communicate differently because of their disability. We are committed to communicating with customers with disabilities in ways that take the nature of their disability into account.

Service Animals
We welcome people with disabilities who use service animals. Service animals are allowed on any part of premises that are open to our clients, customers, contractors and/or other third parties (except where otherwise prohibited by law).

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

Support Persons
We also welcome people with disabilities who are accompanied by support persons. reSolved recognizes that some people with disabilities may have support people – e.g., paid professionals, volunteers, family members or friends – to help them with communication, mobility, personal care, or medical needs, or with accessing our goods and services.
Support persons are allowed on any part of the premises that are open to our clients, customers, contractors and/or other third parties. At no time will a person with a disability be prevented from having access to his/her support person while on such premises.

Temporary Disruptions
We recognize that people with disabilities often rely on certain facilities or services being available (e.g., accessible washroom; elevators; ramps; and disabled parking signs.)

As part of our commitment to providing accessible customer service, we promptly notify clients, customers, contractors and/or other third parties whenever there is a temporary disruption – whether it is planned or unplanned – in such facilities or services. This notice includes the reason for the disruption, its anticipated duration, and any alternative facilities or services available.

The notice will be made publicly available in the following ways:

Staff Training
We are also committed to providing training to all employees.

This training includes:

• • An overview of the Accessibility regulations comprised of the general requirements and five standards which include the:
    • • Customer Service Standard
      • Information and Communication Standard
      • Employment Standard
      • Transportation Standard
      • Design of Public Spaces 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 support person;
  • How to use any equipment or devices available at reSolved or otherwise that may help provide our goods and services to people with disabilities; and what to do if a person with a disability is having difficulty accessing our goods and services.

Feedback Process

reSolved welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Feedback may be provided by telephone, in writing, or by delivering an electronic email.

Feedback may be provided

• • By Mail:      reSolved
    • • • Attention: People and Culture Department
          4576 Yonge St. Suite 600
          Toronto, Ontario
          Canada M2N 6N4
  • 
    By Telephone: # 416-883-2422
    By Email: info@re-solved.ca