Our Commitment to Accessibility

Zelinka Priamo Ltd. (“ZPL”) strives to provide our services in a manner that is accessible to all of our clients, and respects the dignity, independence, rights and integration of people with disabilities. We are committed to offering equal opportunity to access our services and to providing the benefit of the same services, in the same place and in a similar way to all clients.

ZPL Customer Service Standards Policy

Purpose

The purpose of ZPL’s Customer Service Standard Policy is to be proactive about the inclusion of people with disabilities in our service offerings and to align ourselves with legislative requirements, such as the Accessibility for Ontarians with Disabilities Act and corresponding regulations, which address the historical disadvantage suffered by persons with disabilities due to discrimination. The purpose of these types of legislation is to benefit all Canadians by:

• developing, implementing and enforcing accessibility standards in order to achieve accessibility for people with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises; and
• providing for the involvement of persons with disabilities, of provincial governments and of representatives of industries and of various sectors of the economy in the development of the accessibility standards

This policy addresses our commitment to our clients and potential clients.

Providing Goods and Services to People with Disabilities

ZPL is committed to excellence in serving all clients 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 are flexible in our approaches.

All employees must consider how people with various disabilities communicate and tailor their approaches to dealing with clients appropriately. The simplest and most effective technique is to ask clients how we can best communicate with them. If a particular method is unavailable, work expeditiously with the client to find an acceptable alternative.

We must always ask ourselves how we can make our communications more accessible. Every situation is different and depends on the individual’s needs. Options include:

• Make the original communication more accessible by using techniques like plain language writing during the planning process; or
• Change the usual method of communication to meet the client’s needs;

Assistive Devices

An assistive device is any piece of equipment a person with a disability uses to help them with their daily living. Some examples include: a wheelchair, screen reader, listening device or cane. We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services.

ZPL employees shall wherever possible accommodate clients who use assistive devices in connection with their disability. ZPL employees must ensure that they are familiar with various assistive devices that may be used by clients with disabilities.

To ensure familiarity, employees need to consider how they will address the use of a client’s assistive device. The best practice is to ask the client on the appropriate and inappropriate ways of interacting with them and their assistive devices. An example is a client who can walk short distances and uses a scooter. It is often difficult to find space in the office to park their scooter, so they will find it helpful when employees suggest parking options and make space.

Billing

We are committed to providing accessible invoices to all of our clients. For this reason, invoices shall be provided in alternate formats (including but not limited to hard copy, large print or e-mail) upon request.

We will answer any questions clients may have about the content of the invoice in person, by telephone or email.

Use of Service Animals and Support Persons

We are committed to welcoming people with disabilities who are accompanied by a service animal (not necessarily only dogs) on the parts of our premises that are open to the public and other third parties.

We are committed to welcoming people with disabilities who are accompanied by a support person. Support people do not have to be a paid support worker but could be any family member or friend that helps a client perform daily tasks. Any person with a disability who is accompanied by a support person shall be allowed to enter ZPL premises with his or her support person. At no time shall a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Notice of Temporary Disruption

ZPL shall provide clients with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice must include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice shall be placed at all receptions on our premises.

Privacy

All information about a disability is personal and private and must be treated confidentially.

Feedback Process

The ultimate goal of ZPL is to meet and surpass client expectations while serving clients with disabilities. Comments on our services regarding how well these expectations are being met are welcome and appreciated.

Feedback regarding the way ZPL provides services to people with disabilities may be made by any reasonable medium (i.e. in writing, in person, by email or by asking their ZPL representative to provide the feedback on their behalf. Please contact ZPL at zp@zpplan.com or (519) 747-7137. All feedback shall be directed to ZPL Human Resources contact. Depending on the nature of the feedback, responses will be provided within 7 business days.

Questions About This Policy

If anyone has a question about our policy, or if the purpose of a policy is not understood, please contact Human Resources zp@zpplan.com or (519) 747-7137.

Information and Communications Standards

ZPL is committed to meeting the communication needs of people with disabilities. When requested, we will consult with people with disabilities to determine their information and communication needs.

Feedback

ZPL will ensure that existing feedback processes are accessible to people with disabilities, upon request.

Accessible Formats and Communication Supports

ZPL ensures that all of its publicly available information is made accessible upon request. Where a request for an accessible format or for communication supports is received, ZPL will:

• consult with individual making the request to determine their accessibility needs and what would be a suitable format or support;
• provide the requested information in a timely manner; and
• provide the information at regular cost (if any).

Employment Standards

Recruitment

ZPL is committed to fair and accessible employment practices.

Recruitment, Assessment or Selection Process

ZPL notifies the public and employees applying to internal postings that accommodations are available for people with disabilities during the recruitment process. If an applicant is selected to participate in an assessment process, ZPL notifies the applicant that accommodations are available upon request should the applicant have accessibility needs due to a disability. ZPL will consult with the applicant to determine whether a suitable accommodation is available.

Notice to Successful Applicants

ZPL notifies successful applicants of its policies for accommodating employees with disabilities. 

Informing Employees of Supports

ZPL will continue to inform its employees of its policies (and any updates to those policies) used to support employees with disabilities, including policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability. This information will be provided to new employees as soon as practicable after commencing employment.

Accessible Formats and Communication Supports for Employees

Where an employee requests, ZPL will provide or arrange for the provision of accessible formats or communications supports for: (a) information needed to perform the employee’s job; and (b) information generally available to other employees. ZPL will consult with the employee making the request.

Performance Management, Career Development and Advancement & Redeployment

When undertaking any performance management, career development and redeployment processes, ZPL will ensure that the accessibility needs of its employees with disabilities needs are taken into account. This will include a review of any individual accommodation plans that are in place for individual employees.

Where an employee, client or other person identifies any accessibility barriers, ZPL will take all practical steps to remove the barriers identified.

For More Information

For more information on this accessibility plan, or for a copy of this plan in an accessible format, please contact the firm by any of the following means:
By telephone: 519-747-7137
By e-mail: zp@zpplan.com

By regular mail:
Attention: Human Resources
Zelinka Priamo Ltd.
318 Wellington Road
London, Ontario
N6C 4P4