At Birch Hill, we are committed to providing all our investors and guests with professional, convenient and accessible service. We strive to provide our services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to interact with Birch Hill in the same place and in a similar way as other investors.
This policy establishes our commitment to accessible customer service under the Accessibility for Ontarians with Disabilities Act, 2005.
The Birch Hill Equity Partners Accessible Customer Service Policy (“the Policy”) applies to all employees and investors of Birch Hill (and their employees), and to any third parties (contractors) who are engaged to provide a service to investors on our behalf.
When communicating with people with disabilities, we will do so in ways that take into account their disabilities. People with disabilities are welcome to use their own personal assistive devices (cane, wheelchair, hearing and visual aids) in order to access or use our facilities. People with disabilities who are accompanied by a service animal are welcome on all parts of our facilities that are open to third parties, and to keep the animal with him or her unless excluded by law. If a guide dog/service animal is excluded by law, we will look at other measures that would enable people with disabilities to obtain, use or benefit from our services.
Any person with a disability who is accompanied by a support person will be allowed to enter our facilities 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.
In the event of a planned or unexpected disruption in facilities or services usually used by people with disabilities on Birch Hill’s premises, Birch Hill will notify investors who are disabled and may reasonably be expected to be impacted by such disruption. We will post a notice at or near the disrupted facility or service (or through other means if necessary) indicating the anticipated duration of the disruption and setting out alternative facilities or services, if any, that are available.
We will provide training to all staff and independent contractors who serve investors on Birch Hill’s behalf. This training will be provided shortly after commencement of duties and/or upon changes to this Policy, practices and procedures.
Training will include the following:
- 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
- What to do if a person with a disability is having difficulty in accessing our facilities and services
- Birch Hill policies, practices and procedures relating to the customer service standard.