Accessible Client Service Policy
Fidelity Trust. (“Fidelity Trust”) is committed to excellence in serving all clients, including clients with disabilities, while bearing in mind the principles of independence, dignity, integration and equal opportunity.
Fidelity Trust will ensure that our employees and agents are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our services and facilities.
We welcome clients with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
A client with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Fidelity Trust will provide clients with notice in the event of a planned or unexpected disruption in all the facilities or services used by clients. Notices will include information about the reason for the disruption, the anticipated duration of the disruption, and a description of alternative facilities or services, if available.
Notices will be placed at all public entrances, service counters located on the premises, and if appropriate, Fidelity Trust websites and outgoing telephone messages.
Fidelity Trust will provide training to all employees on our accessible client service policy. This training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Fidelity Trust’s plan related to providing accessible customer service
- 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 Fidelity Trust’s goods and services
Employees will be trained as soon as practical following their date of hire, no more than 90 days after their start date, as well as when changes occur to applicable policies, procedures and practices.
All documents required by the Accessibility Standards for Customer Service will be available upon request, subject to privacy protection laws. When providing such documents to a person with a disability, Fidelity Trust personnel will provide the document, or the information contained in the document, in a format that takes into consideration the person’s disability.
Fidelity Trust is committed to providing high quality service to all of our clients. Feedback from clients about the delivery of services to persons with disabilities may be given in confidence by telephone, in person, in writing, in electronic format or through other methods.