Accessibility - Learn About Our Accessibility Policy | AMICO

Purpose and Background Information

The Accessibility for Ontarians with Disabilities Act, 2005 (“the AODA”) is a Provincial Act with the purpose of developing, implementing, and mandating accessibility standards in order to achieve accessibility for persons with disabilities, with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises. Under the AODA, Ontario Regulation 429/07, entitled “Accessibility Standards for Customer Service” (“the Regulation”), came into force on January 1, 2008. The Regulation establishes accessibility standards specific to customer service for public sector organizations and other persons or organizations that provide goods and services to members of the public or other third parties.

The objective of this policy is to identify what the equal treatment provisions of the Ontario Human Rights Code, through the AODA and the Regulation, require as a minimum legal standard in program design and service delivery to persons with disabilities and addresses the following:

  • The provision of goods and services to persons with disabilities;
  • The use of assistive devices by persons with disabilities;
  • The use of service animals by persons with disabilities;
  • The use of support persons by persons with disabilities;
  • Notice of temporary disruptions in service and facilities;
  • Training;
  • Customer feedback regarding the provisions of goods and services to persons with disabilities;
  • Notice of availability and format of documents.

Scope

This policy applies to all employees, brokers, directors, volunteers, and others who deal with the public or other third parties on Algoma Mutual Insurance Co.’s behalf.

Policy Statement – Our Commitment

In accordance with the Accessibility for Ontarians with Disabilities, Ontario Regulation 429/07, Algoma Mutual Insurance Co. will, at all times, strive 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 customers.

The Provision of Goods and Services to Persons with Disabilities

We will strive to ensure that our policies, practices, and procedures are consistent with the core principles in the AODA.

Dignity

Goods and services are provided in a manner that is respectful to persons with a disability and does not diminish the person’s importance.

Independence

Accommodating a person’s disability means respecting their right to do for themselves and to choose the way they wish to receive goods and services.

Integration

Persons with disabilities can access all goods and services. This may require alternative formats and flexible approaches. It means inclusiveness and full participation. This is a fundamental human right.

Equal Opportunity

Service is provided to persons with disabilities in a way that their opportunity to access goods and services is equal to that given to others.

Components of the Policy

Communication

We communicate with people with disabilities in a way that takes into account their disability. We train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone Services

We are committed to providing fully accessible telephone service to our customers. We train staff to communicate with customers over the telephone in a clear and plain language and to speak clearly and slowly.

Assistive Devices

We are committed to servicing people with disabilities who use assistive devices to obtain, use, or benefit from our goods and services. We ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Billing

We are committed to providing accessible invoices to all of our customers. Invoices will be provided in alternative format upon request. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.

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 our staff, agents, directors, 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 our 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.

Notice of Temporary Disruption

Algoma Mutual Insurance Co. provides customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. The notice of temporary disruption will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

Procedure

Training

Algoma Mutual Insurance Co. provides training to all employees, agents, directors, volunteers, and others who deal with the public or third parties on our behalf. Training is developed and delivered in various formats to all. Algoma Mutual Insurance Co. will provide training as soon as practicable. Applicable employees will be trained on policies, practices, and procedures that affect the way goods and services are provided to people with disabilities. Staff, agents, and directors will also be trained on an ongoing basis when changes are made to these policies, practices and procedures. Training will include the following:

  • the purpose of the AODA;
  • 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 learn about the use of various assistive devices;
  • what to do if a person with a disability is having difficulty in accessing our goods and services;
  • our policies, practices and procedures relating to the customer service standard.

Feedback Process

Modifications to This or Other Policies

Our goal at Algoma Mutual Insurance Co. is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated. You may email your personal feedback to info@amico.ca. All feedback will be directed to the CEO of our company. Customers can expect to hear back within ten business days. We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. All our policies and procedures will be developed or updated in such a manner as to respect and promote the dignity and independence of persons with disabilities.