ACCESSIBILITY

Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

The lawyers and staff at Brown Beattie O’Donovan LLP (BBO) are committed to excellence in serving all clients including people with disabilities.

Communication

We are committed to communicating with people with disabilities in ways that take into account their disability.  To that end, lawyers and staff may ask the person with the disability as to their preferred method of communication.

Assistive devices

Persons with disabilities shall be permitted to obtain, use or benefit from goods or services through the use of their own assistive devices. BBO’s employees, agents and third parties will be trained to ensure that they are familiar with various assistive devices that may be used by customers with disabilities while accessing services.

In the event that a person with a disability is hindered from accessing any goods or services offered, BBO will use its best efforts to accommodate the person by offering the use of another assistive device that is available or attempt to deliver the same service in another way.

BBO will train employees, agents and third parties on how to use assistive devices that are available at the office for customers. BBO will also train employees, agents and third parties to inform customers of the assistive devices that are available.

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.

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Depending on the nature of the visit and level of confidentiality, BBO may require signed authorization form the person with the disability if the support person is be privy to confidential of sensitive information.

Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with 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.

 

Training for Staff                             

BBO will ensure that all employees, agents and third parties who interact with customers on its behalf receive AODA Customer Service Standard Training. Further, training shall be provided on an ongoing basis whenever changes are made to this Policy to ensure that this Policy is properly implemented at all times.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of 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 or devices available on-site or otherwise that may help with providing goods or services to people with disabilities.
  • What to do if a person with a disability is having difficulty in accessing our legal services.

Staff will also be trained when changes are made to our accessible customer service plan.

 

Feedback process                           

Customers who wish to provide feedback may do so to the attention of the AODA Compliance Officer in any of the following ways:

 

Via email to:       bboinfo@bbo.on.ca
Via mail or in person to:
Brown Beattie O’Donovan LLP
1600-380 Wellington St.
London, ON  N6A 5B5
Via confidential fax to:
(519) 673-1639
Via phone to:     (519) 679-0400 ext 180

 

Customer feedback will be reviewed by the AODA Compliance officer and management group as is required.  Response to clients if needed will be in a timely manner.