MSCM is committed to ensuring that our services are accessible to persons with a disability.
Our Accessible Client Service Policy is intended to meet the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005.
PROVISION OF SERVICES TO PERSONS WITH DISABILITIES
MSCM 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 clients receive the same value and quality;
- allowing clients with disabilities to do things in their own ways, at their own pace when accessing services, as long as this does not present a safety risk;
- using alternative methods when possible to ensure that clients with disabilities have access to the same services, in the same place and in a similar manner;
- taking into account individual needs when providing client services; and
- communicating in a manner that takes into account a client’s disability.
ASSISTIVE DEVICES
Persons with disabilities may use their own assistive devices when accessing our services. Alternatively, services may be provided in a location that meets the needs of the client.
SERVICE ANIMALS
Guide dogs or service animals accompanying a person with a disability will be welcome to the areas of our premises that are open to the public. If a health and safety concern presents itself, for example in the form of a severe allergy to the animal, we will make all reasonable efforts to meet the needs of all individuals.
SUPPORT PERSONS
Support persons required to accompany a client accessing our services, may be required to comply with our confidentiality policies.
NOTICE OF DISRUPTIONS IN SERVICE
Temporary disruptions to our services or facilities being accessed by clients with disabilities may occur due to reasons beyond our control or knowledge. All reasonable efforts will be made to provide advance notice to clients and reschedule appointments to a time when services are restored. In instances of unplanned temporary disruptions, advance notice may not be possible.
FEEDBACK PROCESS
Feedback regarding the accessibility of our services for clients with disabilities can be directed to the HR Department by contacting us at any of the following:
- Email: hr@mscm.ca
- Phone: 416.626.6000
- Fax: 416.626.8650
- Mail: 701 Evans Avenue, 8th Floor, Toronto, Ontario M9C 1A3
Formal feedback that is received will be reviewed for possible action and an acknowledgement, where applicable, will be provided within ten business days.
TRAINING
Training will be provided to all representatives of our Firm who deal with the public and those who are involved in the development of policies, practices and procedures. Attendance records will be maintained.
Training will be provided on an ongoing basis as changes are made to this policy and regardless of the format, will cover the following:
- our policies, procedures and practices pertaining to providing accessible services to clients with disabilities
- the purpose of the Accessibility for Ontarians with Disabilities Act, 2005
- the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07
- how to interact and communicate with people with various types of disabilities
- how to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person
- how to use assistive devices that are available at our premises
- what to do if a person with a disability is having difficulty accessing our services
AVAILABILITY AND FORMAT OF DOCUMENTS
Upon request documents related to the Accessibility Standard for Customer Service will be provided in alternative formats. Please refer to the contact options provided in the Feedback Process section above.