Kipnik Inc. strives to provide services in a manner that is accessible to all of our customers, and respects the dignity and independence of people with disabilities. We are committed to offering equal opportunity to access our services and provide the benefit of the same services in the same place and in a similar way to all customers.
Providing Services to People with Disabilities
Kipnik Inc. is committed to excellence in serving all customers including people with disabilities and we carry out our functions and responsibilities in the following areas:
We communicate with people with disabilities in ways that takes into account their disability. We train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
We are committed to providing fully accessible telephone service to our customers. We train our staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We offer to communicate with customers by e-mail, fax or letter if telephone communication is not suitable to their communication needs or is not available.
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We ensure our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.
We are committed to providing accessible invoices to all of our customers. For this reason, invoices are provided in the following formats upon request: hard copy, large print or e-mail. We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.
Use of Service Animals and Support Persons
Kipnik Inc. also welcomes into our reception areas and/or boardrooms people with disabilities who are accompanied by a service animal or a support person. At no time will a person with a disability who is accompanied by a service animal or support person be prevented from having access to his or her service animal or support person while on our premises. Fees will not be charged for support persons for admission to Kipnik Inc. premises. A personal support person may be required to sign a confidentiality agreement.
Notice of Temporary Disruption
Kipnik Inc. provides customers due notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
Servicing of elevators is the responsibility of the respective property management companies, and as such, they would be required to ensure that notice of temporary disruptions to elevator service is provided. If all elevators to access Kipnik Inc. premises are out-of-service, Kipnik Inc. will assess the situation and determine whether notice needs to be provided.
Training for Staff
Kipnik Inc. provides training to all staff, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.
The training is provided as soon as reasonably possible after new members to our firm, volunteers, or others commence their duties.
Training includes the following:
- The purposes 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
- What to do if a person with a disability is having difficulty in accessing Kipnik Inc.’s services
- Kipnik Inc.’s policies, practices and procedures relating to the customer service standard
Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
An individual who interacted with Kipnik Inc. who wishes to provide feedback on the way we interacted with them regarding his or her disability can offer their feedback in the following ways:
- E-mail and telephone, (re-directed, as required, to the appropriate response employee);
- Kipnik Inc. website (”Contact” section);
- In writing where correspondence is re-directed to the appropriate response employee
The feedback process shall specify the actions to be taken by Kipnik Inc. in the event that a complaint is received. All feedback will be reviewed by the Human Resources Representative and replies will be provided within 10 business days.
Modifications to this or other Policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Kipnik Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
For copies of public information, including Accessibility related policies (alternate formats available), please contact:
National Human Resources Advisor
101 Pretty River Parkway
Collingwood, ON L9Y 4M8