Customer Service to People with Disabilities

1. Purpose
Jonview Canada Inc. is committed to providing accessible Customer Service to people with disabilities.
2. Scope
In fulfilling our vision, Jonview is committed to providing its goods and services in a way that respects thedignity and independence of persons with disabilities. We are also committed to giving persons withdisabilities the same opportunity to access our goods and services and allowing them to benefit from thesame services, in the same place and in a similar way as other customers.
3. General
Jonview is committed to excellence in serving all customers including persons with disabilities and we will
carry out our functions and responsibilities in the following area:a) Communication
We will communicate with persons with disabilities in ways that take into account their disability. We willtrain staff who communicate with customers on how to interact and communicate with people with various
types of disabilitiesb) Telephone Services
We are committed to providing fully accessible telephone services to our customers. We will train staff tocommunicate with customers over the phone in a clear and plain language and to speak clearly andslowly. We will offer to communicate with customers by email and hand writing if telephone
communication is not suitable to their communication needs or is not available.
c) Assistive Devices
We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit
from goods and service. We will ensure that our staff are trained and familiar with the various assistive
devices that may be used by customers with disabilities while accessing our goods and services. We will
also ensure that staff receives training on how to use the following assistive devices available on ourpremises for customers such as wheelchairs and scooters.
d) Billing
We are committed to providing accessible invoices to all our customers. For this reason, invoices will be
provided in the following formats upon request: Hard copy and email. We will answer any questions
customers may have about content of the invoice in person, by phone or email.

e) Use of service animals and support persons
We are committed to welcoming persons with disabilities who are accompanied by a service animal on
the parts of our premises that are open to the public and other third parties. We will also ensure all staff,volunteers and others dealing with the public are properly trained in how to interact with persons withdisabilities.
We are committed to welcoming persons with disabilities who are accompanied by a support person. Any
person with a disability who is accompanied by a support person will be allowed to enter Jonview’s
premises with his or her support person. At no time will a person with a disability who is accompanied bya support person be prevented from having access to his or her support person while on the premises.
4. Notice of temporary disruption
Jonview will provide customers with notice in the event of a planned or unexpected disruption in thefacilities or service usually used by persons with disabilities. This notice will include information about
reason for disruption, the anticipated duration, and a description of alternative facilities or services, ifavailable. The notice will be placed at all public entrances and service counters on the premises.
5. Notice of availability of documents
Jonview will notify the public that documents related to accessible customer service, are available uponrequest. The notice will be placed at 191 The West Mall, Suite 700 Toronto Ontario M9C 5K8.
Jonview will provide this document 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 orcommunication support. We will provide the accessible format in a timely manner and, at no additionalcost.
6. Training for Staff
Jonview will provide training to all employees, volunteers and others who deal with the public or otherthird parties on their behalf, and all those who are involved in the development and approvals of customer
service policies, practices, and procedures.
All individuals that have interaction with our customers, vendors, suppliers, consultants, and all thirdparties in Ontario or whom are servicing Ontarians will be trained. This training will be provided within 3months of the staff commencing their duties.
Training will include the following:
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The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements ofthe customer service standard
How to interact and communicate with people with various types of disabilities
How to interact with persons with disabilities who use assistive devices or require the assistanceof a service animal or support person
How to use the equipment and devices that Jonview has provided on the premises or that will
help with the goods or services to a person with disabilities
What to do if a person with a disability is having difficulty in accessing Jonview’s goods andservices
Jonview’s policies, practices and procedures relating to the customer service standard
Applicable staff will be trained on policies, practices and procedures that affect the way goods
and services are provided to persons with disabilities. Staff will also be trained on an ongoingbasis when changes are made to these policies, practices and procedures.

7. Feedback process
The ultimate goal of Jonview is to meet and surpass customer expectations while serving customers withdisabilities. Jonview welcomes feedback on how we provide accessible customer service. Customer
feedback will help us identify barriers and respond to concerns.
Jonview will ensure when receiving and responding to customer’s feedback, that it is accessible to people
with disabilities by providing or arranging for accessible formats and communication supports, uponrequest.
Customers who wish to provide feedback on the way Jonview provides goods, services or facilities topeople with disabilities can provide feedback in the following way(s):Via Email: info-hr@jonview.com
Via Fax: 416-323-3980
Via Phone: 416-323-9090 x 8207
All feedback, including complaints, will be handled by Human Resources Manager and customers canexpect to hear back within 14 days.
8. Modifications to this or other policiesWe are committed to developing customer service policies that respect and promote the dignity andindependence of persons with disabilities. Therefore, no changes will be made to this policy before
considering the impact on persons with disability.
Any policy of Jonview that does not respect and promote dignity and independence of persons withdisabilities will be modified or removed.
9. Questions about the policy
This policy exists to achieve excellence to customers with disabilities. If anyone has a question about thepolicy, or if the purpose of a policy is not understood, an explanation will be provided by someone of thelegal department at Jonview.
10. Competent authority
The Human Resources Department is responsible for managing and communicating this policy and forproviding support to managers and employees to ensure its application.
thRevised date: July 6 , 2018