Accessibility Customer

Service Standard

Accessibility for Ontarians

with Disability Act, 2005

Policy Statement


The Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) was created with the goal of developing standards that would improve accessibility for people with disabilities across Ontario. DSB Claims Solutions Inc. (collectively, “DSB”) is committed to providing accessible customer service to all clients and visitors. This policy highlights the guidelines and expectations by which all DSB employees are to provide accessible customer service, ensuring all customers to DSB are respected equally and are treated with dignity, integration and equal opportunity.


Reasonable efforts will be made to ensure that:


Services are provided in a manner that respects the dignity and independence of persons with disabilities;


Services provided to persons with disabilities are integrated to allow a person with a disability to benefit from the services;


Communication with a person with a disability is conducted in a manner that takes into account his or her disability;


People with disabilities may use assistive devices, service animals and support persons necessary to access DSB’s services.


Application of Policy


Covered under the Accessibility Standard for Customer Service are employees, volunteers, agents and/or contractors who deal with the public or other third parties that work directly for DSB in Ontario. This policy applies in Ontario to the provision of services at premises owned and/or operated by DSB as well as any interactions with employees and customer/clients via telephone, email or written mail.


Note: Excluded from this policy are any independent brokers, agents or contractors working outside of the DSB premises.




Communication with people with disabilities shall take into account their disability and their preferred method of communication. This includes communication in person, over the telephone or by computer. Alternative communication styles may include enlarging font on documents, providing a magnifying glass or reading a document aloud to a person with a disability, keeping in mind any confidentiality considerations.


Assistive Devices


A person with a disability who requires the use of an assistive device can access our location and meet with any employee in any meeting room or office. Assistance can be provided by a DSB employee if requested by the person with a disability.


Service Animals


A person with a disability may enter our offices accompanied by a service animal and keep the animal with them. For the safety of our employees and other visitors, while visiting a DSB office, it is the responsibility of the person with the service animal to maintain care and control of the animal at all times.

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, DSB may request verification from the customer. Verification may include:


 • a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;

 • a valid identification card signed by the Attorney General of Canada; or,

 • a certificate of training from a recognized guide dog or service animal training school.


If a health and safety concern presents itself, for example in the form of a severe allergy to the animal, DSB will make all reasonable efforts to meet the needs of all individuals.


Support Persons


A person with a disability who requires a support person can access our offices and meet with any employee in any meeting room or office. Due to the confidential nature of some matters that are discussed, if the person with a disability requests the support person to attend the meeting, the support person may remain with the person with the disability or the support person may be asked to wait in a reception area with the consent of the person with a disability. If the support person is to remain in the meeting, the person with a disability may be asked to provide a written acknowledgement, waiving confidentiality with respect to the support person.


Notice of Temporary Disruptions in Services or Facilities


In the event of a planned service disruption where access to our office is restricted on a temporary basis, notification will be posted on our website. Our voicemail answering system will be updated and a notification will be sent to all DSB employees. If a client meeting is scheduled to take place, all reasonable efforts will be made to contact the client to advise of the disruption.


In the event of an unexpected disruption, notice will be provided as soon as reasonably possible to our clients attending scheduled appointments and by posting a notice on our website.


Training for Staff


All DSB employees will receive training on the Accessibility Standards for Customer Service and the AODA generally. New employees joining DSB, will be provided with training as part of an orientation process or, alternatively, on a regular ongoing basis, as needed.

DSB member training shall include:


 • the purpose of the AODA and the requirements of 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,

 • what assistive devices DSB has available on the premises and other methods that may help our employees assist the person with a disability,

 • what to do if a person with a disability is having difficulty accessing DSB’s services.


Feedback Process


DSB welcomes feedback from persons with a disability as their comments are important in order to monitor the service we provide and to make improvements. Comments can be made in the following methods:


 • Telephone: 905 915 4683 ext.1004

 • Toll Free: 1–866–856–6335

 • Fax: 1–866–641–3151

 • Email:

 • By Mail: 204 Main Street North, Brampton, ON L6V 1P1

 • Verbally to any DSB Executive Team Member






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