Accessible Customer Service Plan

Providing Services to People with Disabilities
+VG Architects is committed to excellence in serving all customers including people with disabilities.

Assistive Devices
We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.

We will communicate with people with disabilities in ways that take into account their disability.

Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for support persons.

Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, +VG will notify customers promptly. This clearly posted 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.

If such occurs, a notice of temporary disruption will be placed at the main and public entrance to our business.

Training for Staff
+VG will provide training to employees, volunteers, and others who deal with the public or other third parties on their behalf.

Members of our Health and Safety Committee will receive training to include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • +VG’s plan 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 a support person.
  • How to use the assistive devices.
  • What to do if a person with a disability is having difficulty in accessing +VG’s services.

Staff will also be trained when changes are made to our accessible customer service plan.

Feedback Process
Customers who wish to provide feedback on the way +VG provides services to people with disabilities can do so verbally, in person or by telephone, or via written correspondence including e-mail.

All feedback will be directed to our Health and Safety Committee, and customers can expect to receive a response within five (5) business days.

Complaints will be addressed according to our regular complaint management procedures.

Notice of Availability
+VG will notify the public that our documents, relating to accessible customer service, are available upon request by posting notice on our internet web site.

Modifications to this or Other Policies
Any policy of +VG that does not respect and promote the dignity, independence, integration and equal opportunity of people with disabilities will be modified or removed.