Accessible Customer Service Policy

(Applicable to Ontario only.)

Factor Forms Accessibility Policy

Purpose 

Factor Forms (the “Company”) is committed to the removal and prevention of barriers to accessibility, and to providing accessible goods, services and facilities to persons with disabilities. 

Scope 

This policy applies to: 

  1. The provision of goods or services and access to facilities owned or operated by the Company; 
  2. Team members, volunteers, agents and/or others who deal with the public or other third parties on behalf of the Company; and 
  3. All persons who participate in the development of the Company’s policies, practices and procedures governing the provision of goods or services and access to facilities to members of the public or third parties. 

Guidelines 

1. The Provision of Goods and Services and Access to Facilities to Persons with Disabilities 

The Company will use reasonable efforts to ensure that its policies, practices, and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by: 

 2. Assistive Devices 

3. Guide Dogs and Service Animals 

4. Support Persons 

If a customer with a disability is accompanied by a support person, the Company will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person. 

5. Notice of Temporary Disruptions in Service 

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of the Company. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use the Company's goods or services, reasonable efforts will be made to provide advance notice. 

The notification will include: 

When disruptions occur, the Company will provide notice by: 

6. Feedback Process 

The Company welcomes feedback on its goods, services and facilities. Customers can submit their feedback to: 

The Company will review the feedback received and will endeavour to provide a response in a timely manner. 

7. Training 

Training will be provided to: 

a) all team members, volunteers, agents and/or others who deal with the public or other third parties on behalf of the Company in Ontario; and 

b) those who are involved in the development and approval of customer service policies, practices and procedures applicable in Ontario. 

The training will cover the following topics: 

Instructions on how to interact with people with disabilities who:  use assistive devices; require the assistance of a guide dog or service animal; or require the use of a support person. 

The Company will provide such training as soon as practicable after the assignment of applicable duties. The Company will also provide training in the event of changes to the Company’s policies. 

Notice of Availability and Format of Documents 

Documents required by the Accessibility Standards for Customer Service, Ontario Regulation 429/07 will be available upon request. They will be provided in a format that takes into account the customer's disability, if requested. 

Further Inquiries 

Any questions regarding this policy should be directed to Management. 


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