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Guide for understanding Accessibility for Ontarians with Disabilities Act (AODA)

Human Rights

Policy:

The Company recognizes the dignity and worth of each person and is committed to providing services in an accessible manner that is free of discrimination.

Discrimination is the denial or withholding of equal treatment and opportunity to individuals or groups with respect to services provided by the Company where the denial of equal treatment and opportunity is based on a prohibited ground of discrimination.

Anyone  who accesses services from the Company have a right to equal treatment with respect to services, products and facilities, without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability or the receipt of public assistance.

Procedures:

Any person who believes that he or she has experienced discrimination in a service provided by the Company may contact Peter Pequegnat, AVP Client Services to provide the details of the complaint. The Company will address complaints in a timely manner while respecting privacy as much as possible. The Company will also determine the action required, if any, to resolve the issue and, to the extent possible, avoid a possible recurrence of the incident.

Accessibility for Ontarians with Disabilities Act (AODA) - Customer service policy

Providing products and services to people with disabilities

Below is an outline of what ivari is doing to comply with the Accessibility for Ontarians with Disabilities Act (AODA), and the policies that ivari is committed to operate under to support people with disabilities.

Ensuring accessibility:

1. ivari’s commitment

ivari offers all of our customers and consumers equal access to our products and services.

ivari strives at all times to provide our products and services in a way that respects the dignity and independence of people with disabilities. We are also committed to offering people with disabilities the opportunity to access and benefit from our products and services in a similar way people without disabilities.

2. Providing products and services to people with disabilities

ivari is committed to excellence in serving everyone including people with disabilities and we will carry out our operations and responsibilities in the following areas:

2.1 COMMUNICATION

ivari will communicate with people with disabilities in ways that take into account their disability. We will train staff on how to interact and communicate with people with various types of disabilities.

2.2 WEBSITES AND WEB CONTENT

ivari is committed to providing everyone access. Currently we are working to ensure our Websites are compliant with Web Content Accessibility Guidelines (WCAG) 2.0, Level AA.

2.3 TELEPHONE SERVICES

ivari is committed to providing fully accessible telephone service. We will train staff to communicate over the telephone in clear and plain language, and to speak clearly and slowly.

2.4 ASSISTIVE DEVICES

ivari is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our products and services. ivari will ensure that staff are trained and familiar with various assistive devices that may be used by customers and consumers with disabilities while accessing our goods or services.

ivari will also ensure that staff know how to use the following assistive devices available on our premises for customers:

  • 1 automatic door opener at Yonge Street entrance to main lobby
  • 1 automatic door opener, 2nd floor north side elevator lobby door to access reception area
  • 1 automatic door opener, 2nd floor entrance into the executive meeting room area and executive offices

2.5 POLICY AND PRODUCT COMMUNICATIONS

We are committed to providing accessible communications. This includes, but is not limited to, administrative forms, applications, statements and contracts. For this reason, all ivari print materials will be available in a variety of formats, including hard copy, large print, or email upon request.

Where required, we will answer any questions that customers and consumers may have about the content of our communications in person, by telephone or email. These communications include, but are not limited to: statements, invoices, transaction confirmations and newsletters.

3. Use of service animals and support persons

ivari is committed to welcoming people with disabilities who are accompanied by a service animal to the parts of our premises that are open to the public and other third parties. We will also ensure that staff, volunteers and others dealing with the public are adequately trained to interact appropriately with people with disabilities who are accompanied by a service animal.

ivari is committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter ivari’s premises 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 our premises.

4. Notice of temporary disruption

ivari will provide notice in the event of a planned or unexpected disruption to the facilities or services usually available to people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

The notices will be placed at all public entrances to our premises.

5. Training for staff

ivari will provide training to all employees  and all those who are involved in the development and approval of customer service policies, practices and procedures.

This training will be provided within 30 days of hire.

ivari’s training will include:

  • The purposes of The Accessibility for Ontarians with Disabilities Act, 2005 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
  • How to use commonly used assistive devices available for use at ivaris offices
  • What to do if a person with a disability is having difficulty accessing ivari’s products and services
  • ivari’s policies, practices and procedures relating to the customer service standard

Staff will receive supplemental training when changes are made to these policies, practices and procedures.

6. Feedback process

The ultimate goal of ivari is to meet or exceed expectations of any customer or consumer, including those with disabilities. ivari welcomes and appreciates comments or feedback on our services and how well customer and consumer expectations are being met.

Feedback regarding the way that ivari provides products and services to people with disabilities can be made by email to conversation@ivari.ca, by phone at 1-800-846-5970 or in writing to the following address:

ivari
500-5000 Yonge Street
Toronto, ON M2N 7J8

Attention: Client Services

Alternatively, feedback can be provided in another format that best meets the accessibility needs of the person providing the feedback. ivari shall ensure that its feedback processes are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communications supports, upon request. ivari will provide accessible formats and communications support in a timely manner and at a cost that is no more than the regular cost charged to other persons. ivari will consult with the person making the request in order to determine the suitability of an accessible format or communication support.

All feedback will be directed to the Assistant Vice President (AVP) of Client Services. People contacting Client Services can expect to receive a response within 2 business days in a manner that takes into account the disability of the person contacting us if there is knowledge of this.

7. Modifications to this or other policies

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

Any policy of ivari that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

 8. Questions about this policy

This policy exists to ensure ivari achieves excellence in serving customers and consumers with disabilities. If anyone has any questions about a policy, or if the purpose of a policy is not understood, for further information they may contact Peter Pequegnat, AVP Client Services by email via the website feedback tool at ivari.ca, by phone at 1-800-846-5970 or in writing to:

ivari
500-5000 Yonge Street
Toronto, ON
M2N 7J8

Attention: Peter Pequegnat, AVP Client Services