Accessible Service Policy

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1 Accessible Service Plicy Date Created Revisin Oct. 16, Gal This plicy is intended t meet the requirements f the Accessibility Standards fr Custmer Service, Ontari Regulatin 429/07 under the Accessibility fr Ontarians with Disabilities Act, All services prvided by Grenville Mutual Insurance will fllw the principles f dignity, independence, integratin and equal pprtunity. Scpe This plicy applies t all emplyees f GRENVILLE MUTUAL INSURANCE: full time, part time, temprary, vlunteer and cntract wh deal with the public r ther third parties n behalf f GRENVILLE MUTUAL INSURANCE, including when the prvisin f services ccurs ff-site. Definitins Assistive Device is defined as a technical aid, cmmunicatin device r ther instrument that is used t maintain r imprve the functinal abilities f individuals with disabilities. Persnal assistive devices are typically devices that individuals bring with them such as a wheelchair, walker r a persnal xygen tank that might assist in hearing, seeing, cmmunicating, mving, breathing, remembering and/r reading. Disability is defined as the term disability as defined by the Accessibility fr Ontarians with Disabilities Act, 2005, and the Ontari Human Rights Cde, refers t: Any degree f physical disability, infirmity, malfrmatin r disfigurement that is caused by bdily injury, birth defect r illness and, withut limiting the generality f the freging, includes diabetes mellitus, epilepsy, a brain injury, any degree f paralysis, amputatin, lack f physical c-rdinatin, blindness r visual impediment, deafness r hearing impediment, muteness r speech impediment, r physical reliance n a guide dg r ther animal r n a wheelchair r ther remedial appliance r device; A cnditin f mental impairment r a develpmental disability; A learning disability, r dysfunctin in ne r mre f the prcesses invlved in understanding r using symbls r spken language; A mental disrder; r An injury r disability fr which benefits were claimed r received under the insurance plan established under the Wrkplace Safety and Insurance Act, Guide Dg is defined as a highly-trained wrking dg that has been trained at ne f the facilities listed in Ontari Regulatin 58 under the Blind Persns Rights Act, t prvide mbility, safety and increased independence fr peple wh are blind. Service Animal is defined under Ontari Regulatin 429/07, as a service animal 1 Accessible Service Plicy

2 fr a persn with a disability if: It is readily apparent that the animal is used by the persn fr reasns relating t his r her disability; r If the persn prvides a letter frm a physician r nurse cnfirming that the persn requires the animal fr reasns relating t the disability. Service Dg is defined under the Health Prtectin and Prmtin Act, Ontari Regulatin 562 as a dg ther than a guide dg fr the blind and if: It is readily apparent t an average persn that the dg functins as a service dg fr a persn with a medical disability; r The persn wh requires the dg can prvide n request a letter frm a physician r nurse cnfirming that the persn requires a service dg. Supprt Persn is defined under Ontari Regulatin 429/07, as anther persn wh accmpanies a persn with a disability in rder t help with cmmunicatin, mbility, persnal care, medical needs r access t gds and services. Plicy GRENVILLE MUTUAL INSURANCE is cmmitted t prviding its services in a manner that respects the dignity and independence f individuals with disabilities. Thse with disabilities will be given equal pprtunity t btain, use and benefit frm the same services, in the same place and in a similar way as ther individuals. In accrdance with the Accessibility Standards fr Custmer Service, Ontari Regulatin 429/07, this plicy addresses the fllwing: The prvisin f services t persns with disabilities, The use f assistive devices, The use f guide dgs, service animals and service dgs, The use f supprt persns, Ntice f service disruptins, Feedback n accessibility t ur services, Training, and Ntice f availability and frmat f required dcuments. Prcedures/ Guidelines Prvisin f Services t Individuals with Disabilities GRENVILLE MUTUAL INSURANCE will make every reasnable effrt t ensure that its plicies, practices and prcedures are cnsistent with the principles f dignity, independence, integratin and equal pprtunity by: Ensuring that all individuals receive the same value and quality; Allwing individuals with disabilities t d things in their wn way and at their wn pace when accessing services as lng as this des nt present a safety risk; Using alternative methds when pssible t ensure that individuals with disabilities have access t the same services, in the same place and in a similar manner; 2 Accessible Service Plicy

3 Taking int accunt individual needs when prviding services; and Cmmunicating in a manner that takes int accunt the individual's disability. 3 Accessible Service Plicy Use f Assistive Devices We are cmmitted t serving individuals with disabilities wh use assistive devices t btain, use r benefit frm ur services. Individuals with disabilities may use their wn assistive devices as required when accessing services prvided by GRENVILLE MUTUAL INSURANCE. A wheelchair is available n a first cme, first serve basis and upn request, t assist individuals in accessing ur services. Use f Service Animals We welcme individuals with disabilities and their guide dgs, service animals and service dgs. These animals are allwed n the parts f ur premises that are pen t the public. If it is nt readily apparent that the animal is being used by an individual fr reasns relating t his r her disability, GRENVILLE MUTUAL INSURANCE may request verificatin frm the individual. Verificatin may include A letter frm a physician r nurse cnfirming that the persn requires the animal fr reasns related t the disability; A valid identificatin card signed by the Attrney General f Canada; r A certificate f training frm a recgnized guide dg r service animal training schl. An individual that is accmpanied by a guide dg, service dg r service animal is respnsible fr maintaining care and cntrl f the animal at all times. If a health and safety cncern presents itself, fr example in the frm f a severe allergy t the animal, GRENVILLE MUTUAL INSURANCE will make all reasnable effrts t meet the needs f all individuals. Supprt Persns An individual with a disability wh is accmpanied by a supprt persn will be allwed t have that persn accmpany him r her n ur premises. GRENVILLE MUTUAL INSURANCE des nt charge fees t enter ur premises and will nt charge a supprt persn t attend an event r functin. Cnsent will be btained frm the individual with the disability, prir t any cnversatin where cnfidential infrmatin might be discussed. Ntice f Service Disruptin In the event f a planned r unexpected disruptin t services r facilities fr individuals with disabilities, GRENVILLE MUTUAL INSURANCE will prvide ntificatin prmptly. A clearly psted ntice will include infrmatin abut the reasn fr the disruptin, its anticipated length f time, and a descriptin f alternative

4 facilities r services, if available. The ntice will be placed n GRENVILLE MUTUAL INSURANCE s website and at the pint f disruptin. Feedback n Accessibility t ur Services GRENVILLE MUTUAL INSURANCE values feedback t mnitr and imprve its services and experiences as we strive t meet the needs f all individuals wh access ur services and facilities, including persns with disabilities. Feedback can be prvided verbally, n the GRENVILLE MUTUAL INSURANCE website, by mail, r by fax. The GRENVILLE MUTUAL INSURANCE Feedback Frm will be available upn request. Feedback will be directed t the Public Relatins/Facilities Manager and will be reviewed and addressed within ne week f its receipt. In the absence f the Public Relatins/Facilities Manager, feedback will be respnded t by the Human Resurces Manager. Ntice f Availability and Frmat f Dcuments If requested, GRENVILLE MUTUAL INSURANCE will prvide dcuments in a frmat that takes int accunt a persn s disability. Please see the list f Accessible Frmats dcument. GRENVILLE MUTUAL INSURANCE will ntify f availability f dcuments in different frmats by psting the infrmatin in a cnspicuus place such as the GRENVILLE MUTUAL INSURANCE website, and/r any ther reasnable methd. Training Training will be prvided t all emplyees f GRENVILLE MUTUAL INSURANCE: full time, part time, temprary, vlunteer and cntract; as everyne wrks with the public r ther third parties n behalf f GRENVILLE MUTUAL INSURANCE. As reflected in Ontari Regulatin 429/07, training will cver the fllwing: A review f the purpse f the Accessibility fr Ontarians with Disabilities Act, 2005; A review f the requirements f the Accessibility Standards fr Custmer Service, Ontari Regulatin 429/07; Instructins n hw t interact and cmmunicate with individuals with varius types f disabilities; Instructins n hw t interact with individuals with disabilities wh Use assistive devices, Require the assistance f a guide dg, service dg r ther service animal, r Require the use f a supprt persn (including the handling f fees); Instructins n hw t use equipment r devices that are available at ur premises r that we prvide that may help individuals with disabilities; Instructins n what t d if a persn with a disability is having difficulty accessing ur services; and 4 Accessible Service Plicy

5 GRENVILLE MUTUAL INSURANCE's plicies, prcedures and practices pertaining t prviding accessible service t individuals with disabilities. GRENVILLE MUTUAL INSURANCE will prvide training t all new emplyees as part f their rientatin prgram. Revised training will be prvided in the event f changes t legislatin, prcedures and/r practices. GRENVILLE MUTUAL INSURANCE will keep a recrd f training that includes the training materials, the emplyee s name and the dates training was prvided in ur Training Tracking Database. Respnsibilities Emplyees Fllw prcedures and guidelines as listed in this plicy. Cntact the Public Relatins/Facilities Manager r Human Resurces Manager if feedback has been received regarding ur accessibility. Cntact the Public Relatins/Facilities Manager r Human Resurces Manager fr apprval shuld a dcument r service be requested in a different frmat that invlves a cst. Public Relatins/Facilities Manager and Human Resurces Manager Review this plicy as required in the event f legislative changes and at a minimum, n an annual basis. Review and address all feedback within ne week. Recrd all feedback in the Accessible Service Feedback Tracking Sheet. Applicable Dcuments Accessible Frmats Accessible Service Feedback Tracking Sheet GRENVILLE MUTUAL INSURANCE Accessible Service Feedback Frm GRENVILLE MUTUAL INSURANCE Ntice f Service Disruptin Applicable Legislatin Accessibility fr Ontarians with Disabilities Act, 2005 Accessibility Standards fr Custmer Service, Ontari Regulatin 429/07 5 Accessible Service Plicy

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