Accessibility for Persons with Disabilities: Service Policy and Plan

OUR COMMITMENT

At EP Canada Film Services Inc., we are committed to:

  • Ensuring our services are provided in a way that respects the dignity and independence of people with disabilities;
  • Giving people with disabilities the opportunity to access our goods and services, and allow them to benefit from the same services, in the same place, and in a similar way as other customers; and
  • Excellence in serving all customers, including people with disabilities.

Our commitment is demonstrated in the following areas:

Communication

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

Telephone services

We will make reasonable efforts to provide accessible telephone service to all of our customers. We will train staff to communicate with customers over the telephone in clear and plain language, and to speak clearly and slowly. We will offer to communicate with customers by email, regular mail, or via their support person if telephone communication is not suitable to their communication needs or is not available.

Assistive devices

We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Use of service animals

We will welcome people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff dealing with the public are properly trained in how to interact with people who are accompanied by a service animal.

Support persons

We will welcome people with disabilities who are accompanied by a 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. Fees will not be charged for support persons for admission to any event hosted by us.

Notice of temporary disruption

We will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include the reasons for disruption, the anticipated duration, and a description of alternate measures, if available. The notice will be placed on our website and at all public entrances to our premises.

Training for employees

We will provide training to all employees who deal with the public or other third parties on our behalf. This training will be provided to staff upon hiring and will include:

  • The purpose 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 goods or services
Our policies, practices and procedures relating to the customer service standard
Employees will also receive a training update when changes are made to policies, practices, and procedures.

Feedback process

Feedback regarding the way we provide services to people with disabilities can be made in person or by telephone, mail, or e-mail. All feedback will be directed to the President and customers can expect to hear back within 7 business days of receipt of the feedback.

Monitoring and review

This policy will be monitored and reviewed on a regular basis along with other staff policies to ensure that the dignity and independence of people with disabilities is respected. No changes will be made to this policy before considering the impact on people with disabilities. Any policy that does not respect the dignity and independence of people with disabilities will be modified or removed.

Questions about this policy

This policy exists to achieve service excellence to customers with disabilities. Questions about this policy can be directed to Client Relations at EP Canada Film Services Inc. Suite 500 – 130 Bloor Street West, Toronto, ON M5S 1N5, or by calling (416) 923-9255.