International Justice Mission Canada (IJM Canada) is committed to professionalism and excellence in serving all of our constituents and employees, including people with disabilities. We will strive at all times to provide access to our services in a way that respects the dignity and independence of people with disabilities.
IJM Canada is required by law to meet the requirement of the Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005.
This policy applies to all IJM Canada staff, representatives and volunteers across Canada.
IJM Canada will give people with disabilities the same opportunity to access our products and services and allow them to benefit from the same products and services, in the same place and in a similar way as other clients.
Information and Communications
When providing information to, or communicating with, a person with a disability, IJM Canada will provide, on request, the information and communication in a manner that takes into account the person’s disability. This includes our publicly available emergency information and feedback processes, such as surveys or comment cards.
Our employment practices will include notification of the availability of accommodation for applicants with disabilities, as well as supports for staff with disabilities. Where employee needs dictate, IJM Canada will provide individualized workplace emergency response information to employees who have a disability. Our performance management and career development processes will take into account the accessibility needs of its employees with disabilities.
Modifications to This or Other Policies
Any policy, practice or procedure of IJM Canada’s that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
Providing Goods and Services to People with Disabilities
We are committed to providing accessible telephone service to the public and other third parties.
We will offer to communicate with constituents by email, mail and any other means available or any other service that is available, if telephone communication is not suitable to their communication needs or is not available.
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our products and services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by people with disabilities while accessing our products and services.
We are committed to providing accessible invoices to all of our constituents. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, email, etc.
We will answer any questions constituents may have about the content of the invoice by telephone, mail, email or any other service that is available.
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Superfluous fees will not be charged for support persons for admission to special functions that IJM Canada is hosting. Constituents will be informed of this by a notice that will be included in any promotional material related to such a function.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for constituents with disabilities, IJM Canada will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
IJM Canada will provide accessible constituent service training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services. Applicable employees will be trained as part of our onboarding process on policies, practices and procedures that affect the way products and services are provided to people with disabilities. Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- IJM Canada’s plan related to 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 available equipment or devices that may help with providing goods or services to people with disabilities
- What to do if a person with a disability is having difficulty in accessing IJM Canada’s goods and services
Constituents who wish to provide feedback on the way IJM Canada provides goods and services to people with disabilities can do so by email, verbally, or toll-free phone calls. All feedback will be directed to the Vice President of Operations. Constituents can expect a response within 3 business days.
All feedback, including complaints, will be investigated by the Vice President of Operations to determine if any policies or procedures need to be reviewed and/or modified.
Notice Of Availability
IJM Canada will notify the public that our documents related to accessible customer service are available upon request by posting a notice on our website.