Accessible Customer Service Standard Procedures
These procedures outline the Company’s requirements for the Customer Service Standard under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”). The Customer Service Standard comes into effect January 1, 2012.
- Designated employees will be trained on policies, practices and procedures affecting the way services are provided to people living with disabilities. Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
- Training is developed and delivered during Corporate Orientation and as required when an employee transfers to a position where they are required to deal with the public.
- Training will focus on:
- The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard.
- 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 a support person.
- How to use and maintain assistive devices available on Empire Life property.
- What to do if a person with a disability is having difficulty accessing Empire Life services.
- Our accessibility policy, procedures and practices relating to the Customer Service Standard.
- The ultimate goal of Empire Life is to meet and surpass customer expectations while serving customers living with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
- A Customer Feedback Form can be obtained:
- From our Consumer Website www.empire.ca
- By emailing: email@example.com
- By faxing: 1 877 390 6557
- By calling Bell Relay Service to speak with our Individual Customer Service line: 1 800 561 1268, our Group Customer Service line: 1 800 267 0215 or Mortgages 416 350 5800.
- You may also provide feedback in person by arranging an appointment with our Company Ombudsman at 1 877 548 1881 Extension 3236.
- All feedback regardless of format will be directed to our Ombudsman. Customers can expect to hear back within 10 (ten) business days.
Workplace Emergency Preparedness
- We are committed to implementing workplace emergency preparedness procedures which take into account all persons who might be within an Empire Life premises during the time of an emergency including those living with disabilities.
- We are committed to providing individualized workplace emergency response information to employees who self-identify as having a disability and that individualized information is necessary.
- For any employee who receives individualized workplace emergency response information and who requests and consents to receiving assistance during an emergency, a designated person will provide this assistance.
- Information on workplace emergency response will be provided to any employee where we are made aware of the need for accommodation during an emergency.
- We will review individualized workplace emergency response information when:
- an employee moves to a different location within the Company;
- the employee’s overall accommodation needs or plans are reviewed; and
- the Company reviews its general emergency response policies.
Modifications to this or other policies and procedures
- No changes will be made to this policy before considering the impact on persons living with disabilities.
- Any Empire Life operational policy affecting customer service that does not respect and promote the dignity and independence of persons living with disabilities will be modified or revoked.
Questions about our Company Policy or Procedures
- Our Company Policy exists to achieve service excellence when dealing with all persons.
- If anyone wishes to receive a copy of the Policy and/or Procedures in an alternate format or has a question about their content or purpose, please contact:
The Empire Life Insurance Company
275 King St. E
Kingston ON K7L 3A8
Phone: 1 877 548 1881 Extension 3236