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LAXTON GLASS LLP
390 Bay Street
Suite 200
Toronto, Ontario
M5H 2B1
T:(416) 363-2353
F:(416) 363-7112
E: info@laxtonglass.com
Accessibility Standard for Customer Service

Purpose
Laxton Glass LLP is committed to excellence in serving all clients including persons with disabilities. This commitment is consistent with the firm's mission to deliver services in a welcoming and supportive environment and with the firm's core value of equity; accessibility, diversity and fairness in the treatment of all individuals.

The firm will establish policies, practices and procedures which support the accessibility standards established under the AODA on customer/client service, information and communication, employment and the built environment. The goal of this policy is to ensure that the firm meets the standards set by the Accessibility for Ontarians with Disabilities Act, 2005 ("AODA") and its regulations.

Scope
This policy applies to the delivery of operations and services provided by Laxton Glass LLP

Policy
Firm policies will be applied in a way that considers the needs of people with disabilities and respects the principles of dignity, independence and integration.

Communication
All Laxton Glass LLP employees will communicate with people with disabilities in a way that takes their needs into consideration.

Training for Staff
Laxton Glass LLP will train all employees who interact with the public to meet the needs of people with disabilities. This includes the training and documentation requirements in the AODA and its regulations.

Feedback Process
Laxton Glass LLP welcomes customer feedback and makes information available to all customers on how to provide feedback. Feedback is accepted by the firm in a variety of formats. Staff assistance is available to support to all, including people with disabilities, in providing feedback. Feedback may also be sent to info@laxtonglass.com.

Requests for Accommodation under the Ontario Human Rights Code
Laxton Glass LLP will continue to meet the standards set by the Ontario Human Rights Code ("Code"). Where a request for accommodation is made, the firm will strive to provide accommodation in a way that most respects the dignity of the person. The firm recognizes that people with disabilities may require individualized accommodation and that each person's needs are unique. Accommodation will be provided unless the firm experiences "undue hardship" as defined in the Code.

Specific Directives - Customer/Client Service
The following directives address the requirements established by the Accessibility Standards for Customer Service, Ontario Regulation 429/07 ("Customer Service Standard"):

Provision of Services
In keeping with Laxton Glass LLP's mission of providing free and equitable access in a welcoming and supportive environment, the firm will:

- provide services in a manner that respects the dignity and independence of people with disabilities and provides them with an equal opportunity to learn about, use or benefit from the firm's services;
- integrate services for people with disabilities. The Firm understands that equitable access sometimes requires different treatment including separate or specialized services. However, such services will be offered in a way that respects the dignity and full participation of people with disabilities.

Service Animals
Laxton Glass LLP welcomes service animals that are needed to assist people with disabilities.

Support People
Laxton Glass LLP welcomes people with disabilities and accompanying support people. A support person will be allowed accompany a person with a disability onto our premises.

Assistive Devices
Laxton Glass LLP will make reasonable efforts to facilitate the use of assistive devices that enable people with disabilities. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers or clients with disabilities while accessing our premises. The firm also recognizes that accessibility can be achieved and provided in different ways.

Notice of Temporary Service Disruption
Laxton Glass LLP will provide notice of service disruptions which include the reason for the disruption, how long the disruption will last and a description of available alternatives, if any. In the event of an unplanned disruption, notice will be provided as quickly as possible.

Information and Documentation on Accessible Customer Service
Laxton Glass LLP will document its policies, practices and procedures as required by the Customer Service Standard. Members of the public will be notified of the availability of this documentation which will be available in a variety of formats.

Accountability
The Office Manager is responsible for the implementation of this policy and is also responsible for maintaining supporting documentation associated with the Customer Service Standard.

Definitions

"Assistive Device"
An assistive device is a tool, technology or other mechanism that enables a person with a disability to do everyday tasks and activities such as moving, communicating or lifting (examples include, walkers, magnifiers for reading, etc...).

"Barrier"
A barrier is any policy, practice or procedure, or part of the built environment that prevents someone with a disability from participating fully in Firm programs or services because of his or her disability.

"Disability"
As defined in the AODA, disability can include: a) physical disability, infirmity, malformation or disfigurement, b) mental impairment or developmental disability, c) learning disability, d) mental disorder, and e) an injury or disability for which government benefits are received.

"Reasonable Efforts"
The Customer Service Standard requires organizations to make reasonable efforts to meet the needs of people with disabilities. The Firm defines reasonable efforts as providing the best possible service within the context of: available resources, balancing the needs of people with disabilities with others who may encounter barriers to access and with the community at large, the health and safety of the Firm's staff, the security of Firm's property and existing laws and contracts.

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