Service Standards

Introducing our
Enhanced Insurance
Program for CPAs

At LMS PROLINK Ltd. and Unionlink Insurance Brokers Inc., we are committed to meeting the requirements of the accessibility standards, established by Accessibility for Ontarians with Disabilities Act (AODA), 2005, Customer Service Standard regulations, by January 1, 2012. Accessibility Standards for Customer Service applies to every organization and to every person or organization that provides goods or services to members of the public or other third parties and that has at least one employee in Ontario. The Workplace Accessibility Barriers Assessment is an organization wide assessment that aims at ensuring that we meet the legislative requirements as set out in Bill 118, the Accessibility for Ontarians with Disabilities Act, Customer Service Standard for January 1, 2012 and continue to do so through periodic assessments.

Our Mission:

To make reasonable efforts to ensure that policies, procedures, and practices, pertaining to the provision of goods and services to the public and other third parties, align with the independence, dignity, integration and equal opportunity guiding principles, as set out in Bill 118.

LMS PROLINK Ltd. and Unionlink Insurance Brokers Inc. value excellence in customer service for everyone who may benefit from our goods and services. This policy supports the principles as it provides respectful services that focus on the unique needs of each individual. This policy enables LMS PROLINK Ltd. and Unionlink Insurance Brokers Inc. to ensure that persons with disabilities have access to accessible and exceptional customer service.

Our Commitment:

In fulfilling our mission, LMS PROLINK Ltd. and Unionlink Insurance Brokers Inc. aim at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our goods and services.

Through these policies and procedures, LMS PROLINK Ltd. and Unionlink Insurance Brokers Inc. aim to be respectful to the dignity and independence of persons with disabilities and we are committed to providing accessible integrated programs and services that are designed to meet individual needs.

Policy:

This policy applies to LMS PROLINK Ltd. and Unionlink Insurance Brokers Inc. staff members, including full time, part time and contractors, who deal with the public, or other third parties, as well as persons involved in developing policies, procedures, and practices pertaining to the provision of goods and services to the public or other third parties.

Procedure:

LMS PROLINK Ltd. and Unionlink Insurance Brokers Inc. are committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

Communication:

  1. We will communicate with people with disabilities in ways that take into account their disability.
  2. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
  3. Incorporate large font in our traditional printed documents, simplified summaries of materials, comprehensive verbal explanations of any of our written material.

Telephone Services:

  1. We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
  2. We will offer to communicate with customers by email, TTY relay services, in person through an interpreter or Canada Post if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices:

  1. We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
  2. We will also ensure that staff know how to use the following assistive devices available on our premises for customers: email, telephone, TTY relay services, Canada Post.

Billing:

  1. We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, email, large print.
  2. We will answer any questions customers may have about the content of the invoice in person, by telephone, TTY relay services or email as required.

Use of Service Animals and Support Persons:

  1. 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.
  2. 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 LMS PROLINK Ltd. and Unionlink Insurance Brokers Inc.’s premises 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.

Notice of Temporary Disruption:

  1. LMS PROLINK Ltd. and Unionlink Insurance Brokers Inc. 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 information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
  2. The notice will be placed at all public entrances and service counters or reception on our premises.

Training for Staff:

  1. LMS PROLINK Ltd. and Unionlink Insurance Brokers Inc. will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Individuals in the following positions will be trained – All Staff Members working on site at our offices at 480 University Avenue in Toronto.
  2. This training will be provided during the first two weeks of their employment with the firm.
  3. Training will include the following:
    • The purposes 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
    • How to use the TTY Relay Services, or other ways of transferring information to a client that may help with the provision of goods or services to people with disabilities.
    • What to do if a person with a disability is having difficulty in accessing LMS PROLINK Ltd. and Unionlink Insurance Brokers Inc.’s goods and services
    • LMS PROLINK Ltd. and Unionlink Insurance Brokers Inc.’s policies, practices and procedures relating to the customer service standard.
  4. Applicable staff will be trained on policies, practices and procedures that affect the way goods and 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.

Feedback Process:

  1. The ultimate goal of LMS PROLINK Ltd. and Unionlink Insurance Brokers Inc. is to meet and exceed customer expectations in serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
  2. Feedback regarding the way LMS PROLINK Ltd. and Unionlink Insurance Brokers Inc. provides goods and services to people with disabilities can be made by using the Customer Feedback Form, e-mail, verbally or by Canada Post. All feedback will be directed to Virginia Mavroudi, Chief Operating Officer. Customers can expect to hear back within 48 hours with regards to their feedback.

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 LMS PROLINK Ltd. and Unionlink Insurance Brokers Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions About This Policy:

This policy exists to achieve service excellence for customers with disabilities. 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, Virginia Mavroudi, Chief Operating Officer of LMS PROLINK Ltd. and Unionlink Insurance Brokers Inc. V[email protected] or 416-644-7712.