ACCESSIBLE CUSTOMER SERVICE POLICY

Purpose

This policy has been developed to ensure that Taylor McCaffrey LLP provides equal customer service for people with disabilities. This includes identifying, removing and preventing barriers for people with disabilities in obtaining, using and benefitting from our goods, services and facilities.

For a person who has a physical, mental, intellectual or sensory disability, a barrier is anything that interacts with that disability in a way that may hinder the person’s full and effective participation in society on an equal basis.

The following are examples of barriers:

  1. a) A physical barrier;
    b) An architectural barrier;
    c) An information or communications barrier;
    d) An attitudinal barrier;
    e) A technological barrier;
    f) A barrier established or perpetuated by an enactment, a policy or

Taylor McCaffrey LLP is committed to meeting its obligations under The Accessibility for Manitobans Act, The Human Rights Code of Manitoba, and any other applicable laws.

Statements

Communication – Taylor McCaffrey LLP will make reasonable efforts to ensure that, when communicating with a person who self-identifies as being disabled, the communication is done in a manner that takes into account the disability and finds alternative formats to communicate appropriately with the client.

Taylor McCaffrey LLP will make reasonable efforts to ensure that information regarding our products and services and temporary barriers are available on our website.

Assistive Devices – A person who uses assistive devices when accessing our goods, services or facilities and Taylor McCaffrey LLP will be reasonably accommodated. The provision and safe use of an assistive device is the sole responsibility of the person using the assistive device.

In cases where an assistive device presents a significant or unavoidable health or safety concern or may not be permitted for other reasons, we will strive to use other reasonable measures to ensure that the person disabled by a barrier can access our goods, services and facilities.

Support Person – A support person may accompany a person who is disabled to our facilities and events.

If the support person is required to pay an amount to be admitted to or be present at our events, Taylor McCaffrey LLP will ensure advance notice is given of the amount.

Service Animals – Persons who require a service animal may be accompanied by a service animal in our facilities. In cases where the presence of a service animal presents a significant or unavoidable health or safety concern or may not be permitted for other reasons or may be excluded by law, we will strive to use other measures to ensure that the person can access our goods, services and facilities.

The person who is accompanied by a service animal is solely responsible for the care, control, safety and clean-up of the service animal at all times. If it is not readily apparent, Taylor McCaffrey LLP may request verification that the animal is a service animal and is being used in connection with the person’s disability.

Notice of Temporary Disruption – In the event of a planned or unexpected disruption to our services or facilities for persons who are disabled by a barrier, Taylor McCaffrey LLP will provide notification promptly. A notice will be posted that will include information about the reasons for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be posted at our premises, on our website, or by other means that may be appropriate in the circumstances.

Training – Taylor McCaffrey LLP will train all staff responsible for providing our goods and services to the public and all staff who are responsible for this policy, as soon as reasonably practical,

How to interact and communicate with persons who are disabled;

How to interact and communicate with persons disabled by barriers who use an assistive device or require the assistance of a support person or service animal;

How to use any equipment or assistive devices that may be available to assist persons disabled by barriers;

What to do if a person disabled by a particular barrier is having difficulty accessing services;

The Human Rights Code (Manitoba), The Accessibility for Manitobans Act and its Customer Service Standard Regulation; and

On-going training for changes to Taylor McCaffrey LLP’s measures, policies and standards relating to providing barrier-free access to its goods and services.

Accessible Customer Service Feedback – Taylor McCaffrey LLP welcomes feedback on how we provide accessible customer service. Customers who wish to provide feedback may do so by contacting:

Jeff Palamar, a partner in the firm and the leader of our Labour and Employment practice group is our Accessibility Coordinator, and you may contact him at accessibilitycoordinator@tmlawyers.com

Or by mail to:
2220-201 Portage Avenue
Winnipeg, MB  R3B 3L3

In person, by asking to speak with Jeff Palamar, Partner.

Feedback will be forwarded to the appropriate personnel, and the response will be documented and tracked including any actions that result from feedback. Such documentation will be made available, on request.

Taylor McCaffrey LLP will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Documentation – Taylor McCaffrey LLP will provide the following information on its website, and will make it available in the appropriate formats to customers, upon request:

 

This policy; and The process for providing feedback on the accessibility of our goods, services and facilities.

Taylor McCaffrey LLP will also display a notice at our premises that the above documents are available upon request. Requests will be handled within a reasonable time and at no cost.

 

Feedback

Open communication and feedback are very important to Taylor McCaffrey LLP. We commit to ensure that the process for receiving and responding to feedback is accessible by providing or arranging for accessible formats and communication support, upon request. Taylor McCaffrey LLP welcomes feedback from its employees, customers, visitors and vendors.

Direct feedback to:

Taylor McCaffrey LLP
2220-201 Portage Avenue
Winnipeg, Manitoba
R3B 3L3
Email: accessibilitycoordinator@tmlawyers.com

Should you wish us to provide or arrange for accessible formats and communication supports please include the following with your request:

  • your name
  • your affiliation (e.g. customer, visitor, etc.)
  • contact information (telephone and/or email)
  • a brief summary of your feedback