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 AVP, Business Operations, Back Office 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

ivari recognizes the dignity and worth of each person and is committed to providing services in an accessible manner that is free of discrimination. The following is an outline of the measure ivari is taking 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.

Employment at ivari

At ivari, our approach to diversity is about embracing everyone!

Cultivating a culture where all employees can bring their authentic selves to work by deploying diversity initiatives that support everyone. ivari strives to continually build a more equitable workplace. ivari believes that everyone should be treated with courtesy and respect and made to feel welcome!

At ivari, we believe that when people feel respected and included, they can be more creative, innovative, and successful. Because our progress depends on a continuous cycle to advance diversity, equity, and inclusion (DEI), ivari is investing to move our company forward.

Our Commitment to Accessibility:

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 COMMUNICATIONS WITH THE PUBLIC

ivari is committed to providing accessible communications to all our customers with disabilities. This includes, but is not limited to, administrative forms, applications, statements and contracts. ivari notifies the public that these accessible formats and communication supports are available for anyone who needs them. If a person with a disability requests accessible information or requires communication support, ivari will collaborate with the person to obtain the required information based on their individual needs. If the accessible information is not readily available, ivari will determine the suitability of the format or communication support based on their needs. ivari will ensure that the information will be provided to them in a timely manner and with no additional charge.

2.2 ACCESSIBLE WEBSITES AND WEB CONTENT

ivari is committed to ensure that any of the web content that is owned by ivari is accessible and is compliant with World Wide Web Consortium Web Content Accessibility Guidelines WCAG 2.1 Level AA (excluding success criteria 1.2.4 Captions (Live) and success criteria 1.2.5 Audio Descriptions (Pre-Recorded)), except where this is not practicable.

These guidelines make websites more accessible for people who use computers or mobile devices differently because of their disabilities. People must be able to navigate websites using technologies that make browsing possible without certain actions, such as looking at the screen or clicking a mouse. For example, these technologies include:

• Speech recognition software
• Screen reader software
• Screen magnification software

In addition, any content that ivari does not own, but has control over as a third party, will also be accessible.

2.3 TELEPHONE SERVICES

ivari is committed to providing fully accessible telephone service. ivari will ensure that employees are trained to communicate over the telephone in clear and plain language, and to speak clearly and slowly.

2.4 ACCESSIBLITY OF PUBLIC SPACES

2.4.1 Customers who require assistance

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 employees are trained and familiar with various assistive devices that may be used by customers and consumers with disabilities while accessing our goods, services and premises.

2.4.2 Accessibility for Employees

ivari is committed to providing accommodations for employees and applicants with disabilities on an individual basis. The following information is clearly communicated to both employees and applicants:

• Process to request accommodation in the workplace
• Support and individualized accommodation plan for employees and applicants with disability and accessibility needs
• Accessible formats and communication support
• Individualized workplace emergency response information
• Return to work process for employees who have been absent from work due to a disability and who individuals who require disability-related accommodations
• Performance management and career development

2.5 COMMUNICATION SUPPORTS

ivari is 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.

Communication supports are ways for people to access audio information visually. For instance, communication supports include:

• Sign language interpretation
• Writing, email, or texting
• Captions
• Audio description
• Assistive listening systems
• Augmentative or alternative communication devices, including:
  • Letter, word, or picture boards
• Devices that convert text to speech
• Reading aloud
• Rephrasing in plain language

2.5.1 Accessible Formats

Accessible formats are ways of presenting printed, written, or visual material so that people with print disabilities can access it. Accessible formats and communication support will be given promptly and in a timely manner when requested 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 to determine the suitability of an accessible format or communication support. ivari will not charge extra for accessible formats or communication support than for the original format.

For instance, accessible formats include:

• PAC3 files (an accessibility checker that certifies the pdf passes) PDF/UA and WCAG standards
• Braille
• Large print
• Accessible digital files, such as:
  • Html
  • Microsoft Word
  • Audio
  • Text transcripts of visual or audio information
• Digital text including:
  • With a screen reader or screen magnification
  • Using a large monitor or Braille display

3. Training for employees

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 includes:

• 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 ivari’s 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

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

4. Use of service animals and support persons

ivari is committed to welcoming people with disabilities who are accompanied by a service animal or support person to the areas of our premises that are open to the public and other third parties.

ivari also ensures that employees, volunteers, and others dealing with the public are adequately trained to interact appropriately with people with disabilities accompanied by a service animal.

At no time will a person with a disability who is accompanied by a support person or service animal be prevented from having access to his or her support person or animal while on our premises.

5. 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. For any visually impaired individual ivari will also make sure to notify the building concierge of any disruptions so that they can be informed upon arrival.

6. Feedback process

The 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.
If you have feedback regarding the way that ivari provides products and services to people with disabilities or if you have any questions about a policy, or if the purpose of a policy is not understood, you can contact us by email at [email protected], by phone at 1-800-846-5970 or in writing to the following address:

ivari
200- 5000 Yonge Street
Toronto, ON M2N 7E9
Attention: AVP, Business Operations, Back Office

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.

All feedback will be directed to the AVP, Business Operations, Back Office. Individuals can expect to receive a response within 2 business days in a manner that considers 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. These processes are renewed annually to ensure that we are consistent with our policies.

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