Accessibility at Thinking Capital

 

Thinking Capital is committed to meeting the needs of its employees and customers with disabilities and fulfilling its current and ongoing obligations under the Accessibility for Ontarians with Disabilities Act. We have established standards to address barriers that people with disabilities face regarding information and communications, customer service, and employment under the Integrated Accessibility Standards Regulation.

 

Accessible Customer Service Policy

 

1. Purpose and commitment

Thinking Capital Financial Corporation (“TC”) is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”). 

TC understands that obligations under the AODA does not replace or limit its obligations under the Ontario Human Rights Code (“Code”) and works together with the Code. 

The objective of this policy is to outline TC’ commitment to excellence in serving all of its customers including people with disabilities. Our accessible customer service policy is consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities. 

 

2. Scope

This policy governs the provision of services by TC.

 

3. Providing services to people with disabilities

TC is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

  • Communication: We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
  • Telephone services: We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by email, teletypewriter (“TTY”), and other services which may become available if telephone communication is not suitable to their communication needs or is not available.
  • Assistive devices: We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by individuals with disabilities while accessing our services. 
  • Use of registered service animals and support persons: TC welcomes people who are accompanied by a registered service animal or support person to our premises. At no time will we prevent a visitor from having access to their registered service animal or support person while on our premises. 
  • Documents and statements: We are committed to providing accessible documents and statements to all of our customers. For this reason, documents and statements will be provided in alternate formats upon request. We will answer any questions customers may have about the content of a document or statement in person, by telephone or e-mail.

If you are scheduled to visit the TC office and require accommodation and/or will be visiting with a registered service animal or support person, please contact the TC employee that you are meeting. We will make every reasonable effort to coordinate your visit to accommodate your needs.

 

4. Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, TC will notify customers promptly. This notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. While we cannot provide the same guarantee in emergency temporary disruption situations, every reasonable effort will be made to give adequate notice

 

5. Training for employees

TC will provide accessible customer service training to all employees. This training will be provided as soon as practicable to new employees after starting their employment with TC.

Training will include:

  • The purpose of AODA and the requirements of the customer service standard
  • TC policies related to 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 support person
  • What to do if a person with a disability is having difficulty accessing TC’s services

Employees will also be trained when changes are made to TC’s accessible customer service policies.

 

6. Questions and feedback

TC welcomes feedback on how we provide accessible customer service. Customer feedback helps us identify barriers and respond to concerns. If you have any questions about this policy or any feedback, please contact:

130 Adelaide St. W., Suite 3100

Toronto, Ontario

M5H 2P5

Email: support@thinkingcapital.ca 

Phone: 1-866-889-9412

Feedback can also be provided on our website

 

Integrated Accessibility Standards Policy

 

1. Purpose and commitment

Thinking Capital Financial Corporation (“TC”) is committed to meeting the needs of its employees and customers with disabilities and fulfilling its current and ongoing obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”). 

Under AODA, the Integrated Accessibility Standards Regulation (“IASR”) establishes standards to address barriers that people with disabilities face in the areas of information and communications, employment, transportation, and the design of public spaces. 

TC understands that AODA and IASR do not replace or limit its obligations under the Ontario Human Rights Code (“Code”) and work together with the Code.

The purpose of this policy is to outline TC’s responsibilities under AODA and IASR.

 

2. Scope

This policy governs the provision of services by TC.

 

3. Information and communication standard

In accordance with the IASR, TC will make information and feedback processes accessible to persons with disabilities. 

TC will communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports.

 

Training

TC will train all employees on the requirements set out by the IASR. This training will be provided as soon as practicable to new employees after starting their employment with TC. When changes are made to the policies or standards, the training will be updated as required.

 

4. Employment standard

TC is committed to fair and accessible employment practices. In accordance with the IASR, TC will:

  • Notify employees, potential hires and the public that, when requested, accommodations can be made during the recruitment and hiring process; 
  • Notify employees that supports are available for those with disabilities;
  • Maintain a documented process for the development of individual accommodation plans for employees with disabilities;
  • Maintain a documented return to work process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work;
  • Where needed, provide customized emergency information to help an employee with a disability; and
  • Take into account the accessibility needs of employees in our performance management, career development and advancement processes.

 

5. Questions and feedback

TC welcomes feedback on how we provide accessible customer service. Customer feedback helps us identify barriers and respond to concerns. If you have any questions about this policy or any feedback, please contact:

130 Adelaide St. W., Suite 3100

Toronto, Ontario

M5H 2P5

Email: support@thinkingcapital.ca 

Phone: 1-866-889-9412

Feedback can also be provided on our website