GUELPH LAWYERS SMITHVALERIOTE LLP

Accessibility Standard for Customer Service Plan

Providing Goods and Services to People with Disabilities
SmithValeriote Law Firm LLP (SmithValeriote) 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.

Communication
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.

Notice of temporary disruption 
SmithValeriote will give notice of temporary disruptions to service or facilities used by persons with disabilities including information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice shall be posted prominently at the facility and on the Firm’s web site when appropriate. When the disruption is planned, advanced notice will be provided where possible.

Training for Staff 
Training is required for staff that interact with our customers/clients on behalf of the Firm, or who are involved in developing policies, practices and procedures.

The training will include:

• an overview of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the customer service standard;
• the core principles of customer service which include; independence, dignity, integration, and equality of opportunity;
• SmithValeriote’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 devise or require the assistance of a service animal or a support person;
• How to utilize assisted devices that are available at the offices of SmithValeriote, 
• What to do if a person has difficulty accessing the services provided by SmithValeriote.

Training will be provided to new employees as soon as possible but within three (3) months of their start date.

Feedback Process
SmithValeriote is committed to ensuring that its services meet optimum standards of accessibility for people with disabilities using the facilities and services of our offices. 

An accessible, simple to use system of providing feedback and complaints will be made available through a range of service channels. Feedback may be submitted to the Director of Administration by any of the follow methods: