The Guarantee Company of North America (“The Guarantee”) will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:
- ensuring that all customers receive the same value and quality;
- allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
- using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
- taking into account individual needs when providing goods and services; and
- communicating in a manner that takes into account the customer's disability.
Customers own assistive device(s)
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by The Guarantee.
In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services.
Guide Dogs, Service Animals and Service Dogs
A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law.
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, The Guarantee will make all reasonable efforts to meet the needs of all individuals.
If a customer with a disability is accompanied by a support person, The Guarantee will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.
In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.
Notice of Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of The Guarantee. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use The Guarantee goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
When disruptions occur The Guarantee will provide notice by:
- posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on The Guarantee website; or
- by any other method that may be reasonable under the circumstances.
The Guarantee shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available on our website or at reception. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.
Customers can submit feedback to:
Customers who wish to provide feedback by completing an onsite customer feedback form, by email, or verbally can do so to the individual listed above.
Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Training will be provided to:
- all employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of The Guarantee; for example: salespersons, drivers, vendors, event operators, call centres and third party marketing agents; and,
- those who are involved in the development and approval of customer service policies, practices and procedures.
The training will be provided to each person as soon as practicable after he or she is assigned the applicable duties. The training will be provided as required on an ongoing basis in connection with changes to the policies, practices and procedures governing the provision of goods or services to persons with disabilities.
Summary of Course Content
Upon completion of the course, staff will have an understanding of:
- The different types of disabilities and how to recognize them
- How to approach and communicate with persons with different disabilities in order to provide them with effective and equal service levels as those without disabilities
- The purpose and goals of the AODA
- The requirements of the customer service standard
- How to interact with persons with disabilities who use assistive devices or require the assistance of a guide dog, other service animal or support person
- How to use equipment or devices available on our premises, or that we provide otherwise, that may help people with disabilities access our services
- What to do if a person with a disability is having difficulty accessing our services
Notice of Availability and Format of Documents
The Guarantee shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer's disability. Notification will be given by posting the information in a conspicuous place owned and operated by The Guarantee or the website and/or any other reasonable method.
If you have any questions or concerns about this policy or its related procedures please contact:
This policy and its related procedures will be reviewed as required in the event of legislative changes.