Accessible Customer Service Plan and Policy Providing Goods and Services to People with Disabilities
Our Mission
The mission of International Credit Experts Inc. is to ensure that all persons enjoy barrier-free and equitable access to our services. The purpose of this Policy is to provide guidelines for the delivery of services to people with disabilities, in compliance with the requirements of the O. Reg. 165/16: Integrated Accessibility Standards, made under the Accessibility for Ontarians with Disabilities Act, 2005.
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If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to Mike Reda, Manager of Compliance and Agent Development at International Credit Experts Inc. This Policy shall apply to every person who deals with members of the public or other third parties on behalf of International Credit Experts Inc., whether the person does so as an employee, vendor or contractor of International Credit Experts Inc.
We are committed to providing customers and clients with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.
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Definitions
“Assistive device” means – a device used to assist persons with disabilities in carrying out activities or in accessing the services and programs provided by International Credit Experts Inc.;
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“Disability” means:
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any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, and degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment or physical reliance of a guide dog or other animal or on a wheelchair or other remedial appliance or device,
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a condition of mental impairment or developmental disability,
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a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
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a mental disorder, or
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an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
“Guide dog” means – a dog trained as a guide for a blind person and having the qualifications prescribed by the regulations of the Blind Persons’ Rights Act, R.S.O. 1990 c.B.7.; “Service animal” means – an animal is a service animal for a person with a disability,
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if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
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if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
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“Service disruption” means – a planned or unplanned unavailability of International Credit Experts Inc. facilities or services, including but not limited to closed washroom facilities, elevators and websites that are inoperable due to maintenance.
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“Support person” means – in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods, services or facilities. (“personne de soutien”).
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Privacy & Confidentiality
International Credit Experts Inc. is committed to treating any and all information about a disability as private and confidential. International Credit Experts Inc. may require proof of disability. In such cases, all information obtained will be subject to all privacy related-laws and will be used and stored accordingly.
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Policy Statement
International Credit Experts Inc. is committed to providing equal access to people with disabilities with respect to services/programs provided by International Credit Experts Inc.
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In fulfilling our mission, International Credit Experts Inc. strives at all times to provide our services in a way that respects the independence, dignity, integration and equality of opportunity for people with disabilities. We are fully committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services, in the same place and in a similar way as all other customers. Our customer service policy, practices and procedures reflect and respect the accessibility content of the Accessibility Standards for Customer Service Regulation & the OPS Accessible Customer Service Policy.
This policy exists to achieve service excellence for customers with disabilities. International Credit Experts Inc. is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
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Assistive devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. 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 services. International Credit Experts Inc. will allow persons with disabilities to use their own personal assistive devices to obtain, use or benefit from the services offered by International Credit Experts Inc. Should a person with a disability be unable to access our services through the use of their own personal assistive device, International Credit Experts Inc. will make every reasonable effort to work with the individual to:
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assess service delivery and potential options to meet the needs of the individual; and
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identify alternative services and how a person with a disability can access our services, either temporarily or on a permanent basis
We will also ensure that members of our team are familiar with how to use the most common assistive devices if necessary.
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Communication
We will communicate with people with disabilities in ways that take into account their disability.
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Service Animals
We are committed to welcoming 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, volunteers, and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
If a person with a disability is accompanied by a guide dog or other service animals, International Credit Experts Inc. shall ensure that the person is permitted to enter the premises of International Credit Experts Inc, which are open to the public with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law from the premises.
If a service animal is excluded by law from the premises, International Credit Experts Inc. shall ensure that other measures are available to enable the person with a disability to have full access to the services that are provided by International Credit Experts Inc.
If it is not readily apparent that the animal is a service animal, International Credit Experts Inc. may ask the person with a disability to verify that the animal is a service animal by producing a certificate or document that the animal is required for the assistance of that person. It should be noted that it is the responsibility of the person with a disability to ensure that his or her service animal is under control at all times.
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Support Persons
We are committed to welcoming people with disabilities who are accompanied by a support person.
Any person with a disability who is accompanied by a support person will be allowed to enter International Credit Experts Inc. premises that are open to the public, 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.
If a person with a disability is accompanied by a support person, International Credit Experts Inc. shall ensure that both persons are permitted to enter International Credit Experts Inc. premises that are open to the public together and that the person with a disability is not prevented from having access to the support person while on the premises.
There will be no fees charged for support persons to enter International Credit Experts Inc. premises that are open to the public.
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Notice of temporary disruption
In the event of a planned or unexpected disruption of services or our facilities being not accessible for customers with disabilities for any reason in whole or in part, International Credit Experts Inc. will notify customers promptly.
The notice will be posted in the reception area and will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
The visitors will be provided with an option to leave their contact information for the returned call and/or notification of the regular services once it's resumed. The notice will be placed at the public entrance front desk in the reception area.
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Training
International Credit Experts Inc. will provide training to all employees, suppliers, vendors and others who deal with the public or other third parties on our behalf. All employees of International Credit Experts Inc., including agents, Supervisors and Managers will receive training on the International Credit Experts Inc. Accessible Customer Service Plan Providing Goods and Services to People with Disabilities and on the Human Rights Code as it relates to people with disabilities.
Training will be provided in a way that best suits the duties of employees, volunteers, vendors and other staff members. as a part of the initial onboarding training. The training material will be based on the “Accessibility Standard for Customer Service Training Resource”.
Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our services.
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Training will include:
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An overview of the Accessibility for Ontarians with Disabilities Act, 2005; its purpose and the requirements of the customer service standards and International Credit Experts Inc. Accessible Customer Service Plan and Policy;
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International Credit Experts Inc. plan related to the customer service standard.
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How to interact and communicate with people with various types of disabilities
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How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
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How to use the most common equipment or devices, e.g. TTY, wheelchair lifts, etc., that may help with providing goods or services to people with disabilities
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What to do if a person with a disability is having difficulty accessing International Credit Experts Inc. services
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International Credit Experts Inc. policies, practices and procedures relating to the customer service standard.
Applicable staff will be trained on policies, practices and procedures that affect the way services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
International Credit Experts Inc. will maintain records of the details of the training provided, as well as the name of the person, location and date the training was completed.
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Employment
International Credit Experts Inc. is committed to fair and accessible employment practices. We will take all necessary steps to notify the public and staff that when requested, International Credit Experts Inc. will accommodate people with disabilities during the recruitment and assessment processes and when people are hired.
International Credit Experts Inc. will take all necessary steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability. We will take all necessary steps to ensure the accessibility needs of employees with disabilities are taken into account for the purpose of performance management, career development and redeployment processes.
International Credit Experts Inc. will take all necessary steps to prevent and remove other accessibility barriers identified.
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Feedback Process
The ultimate goal of International Credit Experts Inc. is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way International Credit Experts Inc. provides services to people with disabilities can be provided via mail; e-mail, phone or fax. All feedback will be directed to the Manager of Compliance and Agent Development. Customers can expect to hear back in 5 business days. Complaints will be addressed according to complaint categories already established in our company’s complaint-handling procedures.
International Credit Experts Inc. will notify the public that our policies are available upon request.
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Modifications to This or Other Policies
We are 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 this policy before considering the impact on people with disabilities. Any policy of International Credit Experts Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
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Multi-Year Accessibility Plan
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International Credit Experts Inc. will take steps to make ensure existing feedback processes are fully accessible to people with disabilities upon request by November 15, 2023.
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International Credit Experts Inc. will take steps to make sure all publicly available information is made fully accessible upon request by November 15, 2023.
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International Credit Experts Inc. will take the to make all websites and content conform with WCAG 2.2, Level AA by November 15, 2023.
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Transportation
International Credit Experts Inc. does not provide conventional or specialized commercial transportation services to passengers and is not required to adhere to the Transportation Standard.
Design of Public Spaces
If International Credit Experts Inc. redesigns or redevelops an outdoor public space such as a parking area, outdoor eating area or play space, exterior path of travel, recreational trail or beach access route, or an indoor or outdoor service counter, waiting area or queuing line, it will do so in accordance the Design of Public Spaces Standard of the AODA. International Credit Experts Inc. will also ensure any newly redesigned or redeveloped areas are maintained in accordance with the rules set out by the AODA.