Accessible Client Service Policy
A. Purpose
Goldblatt Partners LLP strives for excellence in serving all its clients. The purpose of this policy is to set out how the Firm will meet service delivery expectations while serving clients with disabilities. We are committed to ensuring that persons with disabilities have equal access to our legal services and receive the same quality of services, in a manner that respects their dignity and independence.
This policy has been adopted pursuant to the Integrated Accessibility Standards Regulation (“IASR”) enacted under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”), but it reflects the longstanding practice and commitment of the Firm to accommodate the needs of persons with disabilities in the provision of our services, to eliminate barriers that may impede access to our services, and to ensure that we meet our obligations under the Ontario Human Rights Code.
Our commitment is demonstrated in the following ways:
i. Communication
We communicate with clients and visitors who have disabilities in ways that take into account their disability and facilitate effective communications. The members of our Firm have been trained on how to communicate appropriately with people with various types of disabilities. We will work with a person with a disability to determine what method of communication works for them.
ii. Assistive Devices
While we do not provide assistive devices to clients or visitors, we invite anyone to use their own assistive device in order to access or benefit from our services. The members of our Firm are trained and familiar with various assistive devices that may be used by clients or visitors while accessing our services.
iii. Support Persons
We welcome clients and visitors who are accompanied by a support person to our premises. At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while in our offices. The members of our Firm have been trained on how to interact with people who are accompanied by a support person. We have policies in place to safeguard a client’s confidential information when communications occur in the presence of the client’s support person.
iv. Service Animals
We welcome clients and visitors who rely on service animals. We will ensure that individuals are comfortable bringing a service animal into our premises and that the animal’s working role will be respected at all times. The members of our Firm have been trained on how to interact properly with people who rely on service animals.
B. Customer Service Training
The Firm provides training to all its members on the purposes of the AODA, the requirements of the IASR’s Customer Service Standards, this Accessible Client Service Policy, and guidelines the Firm has developed that relate to the Customer Service Standards.
The guidelines focus on how members of the Firm should communicate with people with disabilities and how they should interact with persons who rely on support persons, assistive devices, or service animals.
We also train members of the Firm on what to do when a person with a disability is having trouble accessing our services.
We provide training to newly hired employees as soon as practicable, and provide ongoing training whenever changes are made to our policies or guidelines. We also encourage employees who have had training in the past to attend additional training sessions to refresh their knowledge. This Policy and the guidelines are always available for any employee to review again at any time.
We maintain records of this training, including the dates on which training was provided and the number of individuals who attended the training.
C. Notice of Temporary Disruption
Should there be a planned or unexpected disruption in our services, we will notify our clients in a timely manner. We will post on our website, our social media accounts, and at all public entrances to the Firm a notice that will include, where known, information about the reason for the disruptions, its anticipated length of time and a description of alternative facilities, if available.
D. Feedback Process
Our goal is to ensure unimpeded access to our services for all persons with disabilities, in a manner that respects their dignity and independence and is consistent with the principles of integration and equal opportunity. We welcome and appreciate feedback on whether our services are being provided to persons with disabilities in a manner that achieves this goal.
Feedback can be provided to us by phone, or in writing by email, fax, regular mail or personal delivery. If you prefer to provide feedback in person, an appointment will be arranged. Please address your feedback or appointment request to one of the following individuals:
In our Toronto Office:
Sandra Valentine
Goldblatt Partners LLP
20 Dundas West, Suite 1039
Toronto, ON M5G 2C2
Telephone: 416-979-4236
Toll free telephone: 1-800-387-5422 or 1-866-746-5291
Fax: 416-591-7333
Email: svalentine@goldblattpartners.com
In our Ottawa Office:
Amy Quinn O’Brien
Goldblatt Partners LLP
1400 – 270 Albert Street
Ottawa, ON K1P 5G8
Telephone: 613-482-2454
Toll free telephone: 1-888-746-6881
Fax: 613-235-3041
Email: aquinn@goldblattpartners.com
The privacy and confidentiality of individuals who contact us will be respected. However, we also welcome anonymous feedback.
We will endeavour to acknowledge all feedback (except anonymous feedback) within five business days, with the understanding that follow-up may be required. All feedback will be reviewed for possible action that can be taken to improve our service delivery.
Where a complaint is made, we will address it immediately whenever possible. However, some complaints may require more time to address. Complainants will be notified of the anticipated time required to address their concerns and of the actions that are ultimately taken by the Firm.
We will respond to all feedback in a manner that takes into account the disability of the person providing the feedback, if any. We will provide or arrange for the provision of accessible formats or communications supports, upon request.
E. Availability of Documents
Our Accessible Client Service Policy and guidelines are available on request.
We will provide these documents in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.