1) OUR COMMITMENT
Arca Financial Group strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other clients.
2) PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES
Arca Financial Group is committed to excellence in serving all clients including people with disabilities and we will carry out our functions and responsibilities in the following areas:
We will communicate with people with disabilities in ways that take into account their disability.
We will train staff who communicate with clients on how to interact and communicate with people with various types of disabilities.
We are committed to providing fully accessible telephone service to our clients. We will train staff to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with clients by email if telephone communication is not suitable to their communication needs or is not available.
We are committed to servicing people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our goods or services.
3) USE OF SERVICE ANIMALS AND SUPPORT PERSONS
We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Arca Financial Group’s premises with his or her support person. 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.
4) TRAINING FOR STAFF
Arca Financial Group will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.
Training will include the following:
- The purpose 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
- What to do if a person with a disability is having difficulty in accessing Arca Financial Group’s goods and services
- Arca Financial Group’s policies, practices and procedures relating to the customer service standard.
5) FEEDBACK PROCESS
The ultimate goal of Arca Financial Group is to meet and surpass customer expectations while serving clients with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way Arca Financial Group provides goods and services to people with disabilities can be made verbally or by email. All feedback will be directed to our president.
6) 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 Arca Financial Group that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.