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Paradigm Quest Inc. 

Servicing People with Disabilities Accessibility Statement and Service Policy

Our Commitment and Accessibility Statement

Paradigm Quest Inc. is committed to providing its products and services in a manner that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same convenience to access our products and services in the same or similar manners as any customer.

1: Definitions

Accessible: refers to the design of products, devices, services, or environments for persons with disabilities. Accessibility can be viewed as the "ability to access" and benefit from some system or entity.

Alternative Formats: alternate ways to provide goods and services. Some alternate formats can be used by everyone, while others are designed to address the needs of a specific.

Assistive Device: a technical aid, communication device, or medical aid modified or customized, that is used to increase, maintain, or improve the functional abilities of persons with disabilities.

Barrier: anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a systemic barrier, policy, or a practice.

Disability: A disability is defined as:

  1. Any degree of physical disability, infirmity, malformation, or disfigurement that is caused by bodily injury, birth defect, or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal, or on a wheelchair or other remedial appliance or device;
  2. A condition of mental impairment or a developmental disability;
  3. A learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
  4. A mental disorder; or
  5. An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Service Animal: an animal is a service animal if it is readily apparent that the animal is used by the person for reasons relating to his or her disability, or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Support Person: a person who accompanies a person with a disability to help with communication, mobility, personal care, medical needs, or with access to goods or services.

2: Providing Products and Services to People with Disabilities

We are committed to provide excellent customer service to all individuals, including people with disabilities. Specifically, we are committed to the following:

2.1. Communication

We will communicate with people with disabilities in ways that respect and take into account their needs, including ensuring our website conforms to the Web Content Accessibility Guidelines (WCAG) 2.1, Level A & AA.

Employees engaged in communication will be trained on how to interact and communicate with people with various types of disabilities.

2.2. Telephone Services

Fully accessible telephone service will be supported when required. Our employees will be trained to communicate with customers over the telephone in a clear and plain language and to speak clearly and slowly.

We will offer to communicate by alternative methods when telephone is not suitable, such as by e-mail, relay services, or other means.

2.3. Assistive Devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our products services.

2.4. Statements

We are committed to providing accessible statements to all of our customers. For this reason, statements will be provided in alternate formats upon request.

2.5. Service Animals and Support Persons

As our service model is non-face-to-face, it is rare for our customers to visit one of our premises.  When it occurs, we are committed to accepting people with disabilities who are accompanied by a service animal on the appropriate areas (reception areas, meeting rooms) of our premises.  This commitment is extended to the support person. 

2.6. Notice of Temporary Disruption

When we are made aware by our landlord, or there is otherwise situation that causes a disruption to access our premises used by people with disabilities, we will advise the impacted individuals. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available.

2.7. Training for Employees

We will provide training to all employees, who deal with customers and all those who are involved in the development and approvals of customer service policies practices and procedures.

Training will include the following:

  • The goal of the Accessibility for Ontarians with Disabilities Act, and the requirements of the customer service standard
  • How to interact and communicate with people with various types of disabilities, including when assistive devices or the assistance of a service animal or support person is required.
  • What to do if a person with a disability is having difficulty in accessing our products and services.
  • Our policies, practices and procedures relating to the customer service standard.

Employees engage in providing customer services will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities.

2.8. Service Counters

Currently this Integrated Accessibility Standards Regulation (IASR) does not apply to our core business or strategic direction; however, Paradigm Quest Inc. will ensure that, from January 1, 2017, any exterior paths of travel that it constructs or redevelops, any newly constructed service counters or waiting areas and any redeveloped waiting areas meet the built requirements as contemplated in the IAS. Paradigm Quest Inc. will ensure that contractors performing such construction or redevelopment adhere to these requirements. Paradigm Quest Inc. will ensure that any newly constructed or re-developed service counters should and will have sufficient height (between 680-865 mm) and depth at least 250 mm deep below the service counter to allow people who use wheelchairs from a seated position to approach and use the counter.

3: Employment

3.1. Our hiring practices

We will notify employees, applicants for employment, and the general public that accommodations can be made during recruitment and hiring.

3.2. Supporting Employees with disabilities

We will notify employees that supports are available for those with disabilities. We will put in place a process to develop individual accommodation plans for employees. Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency.

4: Our Policy

4.1. Modifications to this or other policies

We are committed to developing customer service policies and practices that will respect and address the dignity and independence of people with disabilities.

Any policy we have that does not respect and promote the dignity and independence of people with disabilities will be modified so that it does respect and address the dignity and independence of people with disabilities.

4.2. Questions about this policy

If you have a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by the Customer Service department.

4.3. Availability of Documents

In addition to this online version of our policy statement, the Statement and all other documents required by the Customer Service Standard related to our policies, practices and procedures on providing services to persons with disabilities can also be obtained by contacting our Customer Service Department.

This documentation will be made available upon request to people with disabilities in a format that takes into account their disability. The length of time it will take to provide information in alternative formats will depend on the format requested. Every effort will be made, however, to process requests in a timely fashion.

5: Your Feedback Matters

We can arrange for accessible feedback and alternate formats upon request. All feedback is appreciated, and each communication is directed to the responsible department for review and necessary action. You can expect to receive acknowledgement of receipt and a commitment to investigate the next business day.