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Accessible Customer Service at South Western Insurance Group Ltd.

South Western Insurance Group Ltd. is committed to treating all persons, including our customers, suppliers, employees, and the public, in a way that allows them to maintain their dignity and independence. We will meet the needs of persons with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility.

In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), South Western Insurance Group Ltd. has, and will continue to achieve, the requirements of the Integrated Accessibility Standards Regulation (IASR) which includes Standards on Customer Service, Information & Communications, Employment, and the Design of Public Spaces. Our policies and procedures are available in an accessible format upon request.

ACCESSIBLE CUSTOMER SERVICE POLICY

Intent
South Western Insurance Group Ltd. (“SWG” or “the Company”) 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

  1. Communication:
    • South Western Insurance Group employees will communicate to persons with disabilities in ways that take into account their disability.

  2. Training:
    • South Western Insurance Group will ensure that all employees who interact with our customers and other third parties receive training as required by the Accessibility Standards for Customer Service. In addition, training will be provided to SWG employees as part of orientation training for new employees and on a continuing basis as required, such as when changes are made to SWG's Accessible Customer Service Policy.

      Training will include:

      • 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 SWG's policies, procedures and guidelines pertaining to the provision of the company's goods and/or 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 goods, 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;
      • How to use the equipment or devices available on SWG premises that assist with the provision of goods and/or services to persons with disabilities.
  3. Assistive Devices:
    • South Western Insurance Group is committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and/or services.
    • South Western Insurance Group will inform customers of the assistive devices that are available on the Company's premises.
    • While South Western Insurance Group Ltd. 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 any member of the Management Team or your immediate Manager, 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.
  4. Use of Service Animals and Support Persons:
    • Persons with disabilities may bring their service animal on the parts of our premises that are open to our customers or other third parties, and the animal is not otherwise excluded by law and as long as it is safe to do so. South Western Insurance Group Ltd. 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 SWG 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 the Company's premises.
    • Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.
  5. Notice of Temporary Disruptions:
    • South Western Insurance Group Ltd. will make 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. This notice will include information about the reason for the disruption, how long the disruption is expected to last, and a description of any alternative facilities or services, if available.
    • This notice will be provided in accessible formats and will be displayed prominently via e-mail and on the Intranet site.
  6. Feedback Process:
    • South Western Insurance Group Ltd. welcomes feedback, including feedback in the delivery of services to persons with disabilities. Customers can submit feedback to the President. Customers can expect to hear back in 5 business days. Complaints will be addressed according to the Company's regular complaint management procedures.
  7. Modifications to this or Other Policies:
    • South Western Insurance Group Ltd. 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. Any Company policy that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.
  8. 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 the President.

INTEGRATED ACCESSIBILITY STANDARDS POLICY

South Western Insurance Group Ltd. is committed to improving accessibility. We will put the following policies into practice as required by the Accessibility for Ontarians with Disabilities Act.

General
South Western Insurance Group Ltd. is committed to training staff on accessibility laws and on accessibility aspects of the Human Rights Code that apply to persons with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members.

Information and communications
South Western Insurance Group Ltd. is committed to meeting the communication needs of people with disabilities. When asked, we will provide information and communications materials in accessible formats or with communication supports. This includes publicly available information about our services and facilities, as well as publicly available emergency information. South Western Insurance Group Ltd. will consult with people with disabilities to determine their information and communication needs.

Employment
South Western Insurance Group Ltd. will notify the public and staff that, when requested, we will accommodate disabilities during recruitment and assessment processes and when people are hired. If needed, we will provide customized workplace emergency information to employees who have a disability. If using performance management, career development and redeployment processes, we will take into account the accessibility needs of employees with disabilities.

Design of Public Spaces
South Western Insurance Group Ltd. will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces such as accessible off-street parking and service-related elements like service counters and waiting areas.

Any of our policies that do not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Feedback on our Customer Service

South Western Insurance Group Ltd. is committed to providing accessible customer service in accordance with the Accessibility of Ontarians with Disabilities Act (AODA). We welcome feedback from customers with disabilities on the service they have received from our employees and third parties providing service on our behalf.

Customers can submit feedback via the Feedback Form below or may direct their feedback to the President using one of the following methods below.

John A. Barclay, President & C.E.O.
Direct: (416) 642-6976
401 The West Mall, Suite 700, Toronto, ON M9C 5J5
Email: john.barclay@swgins.com

Customers can expect to hear back in 5 business days. Feedback will used to make improvement to the manner in which we provide services to persons with disabilities and all complaints will be addressed according to the Company's complaint management procedures.

Download SWG Feedback Form

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