AODA

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Miller Canfield LLP's Windsor, Ontario office (the "Firm") is committed to providing and maintaining exemplary service to all of our customers in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and Ontario Regulation 191/11 (the “Integrated Accessibility Standard”).

 

PURPOSE

 

The purpose of this Policy is to provide a framework through which the Firm can achieve service excellence for people with disabilities. The Firm is committed to providing a respectful, welcoming and inclusive environment to all individuals who seek access to our goods and services. This Policy applies to all employees of the Firm and any third party providing goods and services on behalf of the Firm and who may interact with the Firm's customers, the public or third parties.

 

MISSION STATEMENT

 

The Firm will make reasonable efforts to ensure that this Policy and related practices and procedures are consistent with the following principles as prescribed by the Customer Service Standard:

 

• We will provide goods or services in a manner that respects the dignity and independence of persons with disabilities;

• We will provide integrated services to persons with disabilities wherever possible and will provide alternate measures where necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods or services; and

• We will provide equal opportunities to persons with disabilities to obtain, use and benefit from the goods or services.

 

PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

 

Communication

 

When communicating with persons with a disability, the Firm will take into account the particular individual’s needs and circumstances. The Firm's employees, agents and third parties who communicate with customers will be trained on how to interact and communicate with people with various types of disabilities in order to ensure that the Firm provides responsive and effective communication. All communication shall be provided in a manner that respects the dignity and independence of persons with disabilities.

 

Assistive Devices

 

Persons with disabilities shall be permitted to obtain, use or benefit from goods or services through the use of their own assistive devices. The Firm's employees, agents and third parties are trained to ensure that they are familiar with various assistive devices that may be used by customers with disabilities while accessing services. If a person with a disability is hindered from accessing any good or services offered, the Firm will use its best efforts to accommodate the person by offering the use of another assistive device that is available or attempt to deliver the same service in another way. The Firm will train employees, agents and third parties on how to sue assistive devices that are available in the workplace for customers. The Firm will also train employees, agents and third parties to inform customers of the assistive devices that are available.

 

Telephone Services

 

The Firm's employees communicate over the telephone in clear and plain language and to speak clearly and slowly. If telephone communication provides a barrier to a person with a disability, the Firm will find an alternative method to communicate with the customer such as in writing, by email, by fax, or other electronic means.

 

Accessible Websites and Web Content

 

The Firm will use its best efforts to ensure that its website is accessible to individuals with disabilities.

 

Billing

 

The Firm provides accessible invoices and, upon request, such invoices will be provided in alternative formats. The Firm will answer any questions customers may have about the content of the statement in person, by telephone or email.

 

USE OF SERVICE ANIMALS AND SUPPORT PERSONS

 

Service Animals

 

The Firm is committed to welcoming persons with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. If a service animal is excluded by law, the Firm will suggest appropriate alternatives and provide assistance in order to ensure that the person is able to access, obtain, use or benefit from the Firm's services where possible. The Firm will train employees on how to interact with customers who are accompanied by service animals.

 

Support Persons

 

Any person with a disability who is accompanied by a Support Person will be allowed to access any services provided by the Firm with his or her Support Person. The Firm will not prevent a person with a disability who is accompanied by a Support Person from having access to his or her Support Person. Where there are barriers to access or attendance by a Support Person, we will seek to facilitate access to ensure the participation of persons with disabilities.

 

NOTICE OF TEMPORARY DISRUPTIONS

 

Temporary disruptions to our services and facilities may occur from time to time. To the extent reasonably possible, we will provide advance notice when there is a temporary disruption in those services or facilities that persons with disabilities relies on. This notice will include information about the reason for the disruption, its anticipated duration, and alternative facilities that may be used, if any. Notice will be provided by a variety of methods including postings in conspicuous places at the office, in other facilities, on our website, or by other means that reasonably ensure that the notice reaches those persons with disabilities who may be affected by the temporary disruption.

 

TRAINING FOR EMPLOYEES

 

The Firm will ensure that all employees, agents and third parties who interact with customers on its behalf receive AODA Customer Service Standard Training. Further, training shall be provided on an ongoing basis whenever changes are made to this Policy to ensure that this Policy is properly implemented at all times.

 

FEEDBACK PROCESS

 

Feedback may be provided by contacting the AODA Compliance Officer in person, by mail, phone, or email. All feedback will be processed by the AODA Compliance Officer. All feedback will be kept in strict confidence and will be used to improve customer service. Feedback may also be provided by the following methods:

 

• Telephone: (519) 946-2123

• Email: patterson@millercanfield.com

• Mail: Miller Canfield LLP, 100 Ouellette Avenue, 13th Floor, Windsor, Ontario, N9A 6T3

 

Please direct feedback to Jeffrey A. Patterson, the AODA Compliance Officer for Miller Canfield LLP.

 

The author of the feedback will be provided a response in the format requested (or the most appropriate format where no request was made) outlining actions taken. We will make our best efforts to respond to feedback within three (3) business days. Any complaints about services provided to persons with disabilities will be addressed according to our Firm’s regular complaints management procedures.

 

NOTIFICATION

 

Miller Canfield LLP will notify persons that it provides goods, services or facilities in accordance with this Policy and the feedback process contained herein is available on request.