Accessible Customer Service Policy

Accessible Customer Service Policy

Accessible Customer Service Policy

Intent

Mercantile strives at all times to provide services in a way that respects the dignity and independence of persons with disabilities.

This policy is available in alternate formats upon request.

Practice

Communication:

Mercantile employees will endeavour to communicate to persons with disabilities in ways that take into account their disability.

Training:

Mercantile will ensure that all employees who interact with our customers and other third parties receive training in accordance with the Accessibility Standards for Customer Service.  In addition, training is provided to Mercantile employees as part of Mercantile orientation training for new employees as well as on a continuing basis as required when changes are made to Mercantile’s Accessible Customer Service Policy.

Our training includes:

  • a review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the Accessibility Standards for Customer Service;
  • information about Mercantile’s policies, procedures, and guidelines pertaining to the provision of Mercantile’s services to customers with disabilities;
  • how to interact and communicate with persons with various types of disabilities;
  • what to do if a person with a disability is having difficulty in accessing services or resources;
  • how to interact with persons with disabilities who use assistive devices or require the assistance of a service animal or a support person; and,
  • how to use the equipment or devices available on Mercantile’s premises that assist with the provision of services to persons with disabilities.

Assistive Devices:

Mercantile is committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our services.

Mercantile will inform customers of the assistive devices that are available on Mercantile’s premises.

While Mercantile and its employees are committed to familiarizing themselves with the various assistive devices that may be used by customers, where an employee is not immediately able to service the customer via the assistive device, he/she uses, that employee will immediately refer the matter to Human Resources, who will be vested with the responsibility to achieve the necessary customer service to that customer via that assistive device as quickly as reasonably possible.

Use of Service Animals and Support Persons:

Persons with disabilities may bring their service animal onto Mercantile’s premises that are open to our customers or other third parties, and the animal is not otherwise excluded by law. Mercantile will ensure that all employees, including volunteers and third parties, dealing with customers are trained in how to interact with persons with disabilities who are accompanied by a service animal.  It is the responsibility of the person with a service animal to control the animal at all times.  In the event an employee is allergic to animals, alternative arrangements will be negotiated.

Any person with a disability who is accompanied by a support person will be allowed to enter Mercantile’s premises open to customers or other third parties with his or her support person.  At no time will 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 Mercantile’s premises.

Consent is required from the person with a disability when communicating private or confidential information in the presence of a support person.

Notice of Temporary Disruptions:

Mercantile will make a reasonable effort to provide customers with notice in the event of a planned or unexpected disruption in the facilities or services normally used by persons with disabilities.  Any notice will offer the reason for the interruption, its anticipated length of time, and a description of servicing options available.

This notice will be provided in accessible formats and will be displayed prominently in the area of entrance of the main office, on its main phone line as a recorded message and on the home page of its website in the section titled Disability Services.

Feedback Process:

Mercantile welcomes feedback, including feedback in the delivery of services to persons with disabilities. Customers can submit feedback to:

Human Resources
Mercantile Exchange
8 King Street East, 14th floor
Toronto, Ontario M5C 1B5
Email – juana.dowdall@mercfx.com
Phone – 416-368-3680
Fax      – 416-368-8511

Customers can expect to hear back within 5 business days. Complaints will be addressed according to Mercantile regular complaint management procedures.

Modifications to this or Other Policies:

Mercantile is committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities.  Therefore, no change will be made to this policy before considering the impact on persons with disabilities.

Questions about this Policy:

This policy exists to achieve service excellence to customers with disabilities.  If anyone has a question about this policy, please contact:

Human Resources
Mercantile Exchange
8 King Street East, 14th floor
Toronto, Ontario M5C 1B5
Email – juana.dowdall@mercfx.com
Phone – 416-368-3680
Fax      – 416-368-8511