At Arthur J. Gallagher, we are committed to providing excellent client service to everyone, including people with disabilities.
This commitment means that we strive to provide our services to people with disabilities in a manner that respects their dignity and independence, while at the same time gives them the same opportunity to access our services, and allows them to benefit from the same services, in the same place and in a similar way, as all other clients.
POLICIES, PRACTICES AND PROCEDURES
As part of this commitment, we have established various policies, practices and procedures for how our services are provided to people with disabilities.
These include the following areas:
1. ASSISTIVE DEVICES
We are committed at Arthur J. Gallagher to serving people with disabilities who use, or who may benefit from the use of, assistive devices – whether to access our services, or for other reasons because of their disability. Our staff have been trained and are familiar with various types of assistive devices that may be used by clients with disabilities while accessing our services.
We recognize that people with disabilities may communicate differently because of their disability. We are committed at Arthur J. Gallagher to communicating with clients with disabilities in ways that take the nature of their disability into account.
3. SERVICE ANIMALS AND SUPPORT PERSONS
We welcome people with disabilities who use service animals. Service animals are allowed on any part of Arthur J. Gallagher’s premises that are open to the public or other third parties. Most of the time, our staff will be able to easily identify whether an animal is being used as a service animal or not. In the rare situation when it is not readily apparent, our staff may ask for a letter from a physician or nurse confirming that the service animal is required for reasons relating to disability.
We also welcome people with disabilities who are accompanied by support persons. Arthur J. Gallagher recognizes that some people with disabilities may have support people – e.g. paid professionals, volunteers, family members or friends – to help them with communication, mobility, personal care or medical needs, or with accessing our services. Support persons are allowed on any part of Arthur J. Gallagher’s premises that are open to the public or other third parties. At no time will a person with a disability be prevented from having access to his/her support person while on such premises.
4. TEMPORARY DISRUPTIONS
In the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities, Arthur J. Gallagher will provide clients with notice. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at all public entrances and the reception area at our offices.
5. STAFF TRAINING
Arthur J. Gallagher will provide training to all employees who deal with the public or other third parties on our behalf, and all who are involved in establishing the policies, practices and procedures for how our services are provided to people with disabilities.
6. TRAINING WILL INCLUDE THE FOLLOWING:
- An overview of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of its 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 support person;
- How to use any equipment or devices available at Arthur J. Gallagher Canada Limited or otherwise that may help provide our services to people with disabilities;
- What to do if a person with a disability is having difficulty accessing our services;
- Arthur J. Gallagher Canada’s policies, practices and procedures relating to the Customer Service Standard
We strive to have this accessible customer service training provided to all staff within 90 days of commencing employment with Arthur J. Gallagher. Update training will be provided on an ongoing basis whenever changes are made to how our services are provided to people with disabilities.
7. FEEDBACK PROCESS
Arthur J. Gallagher is committed to meeting and exceeding client expectations. Comments on our services regarding how well those expectations are being met are welcome and appreciated. Feedback about the delivery of service to persons with disabilities may be provided by letter, email, telephone, or in person. All feedback will be directed to the appropriate management team.