Accessible customer service policy

Providing services to people with disabilities

Our mission

The mission of Norton Rose Canada LLP is to provide legal services that are accessible to clients in a manner that respects the dignity and independence of people with disabilities. We are 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 manner as with all our clients.

Communication

Norton Rose Canada LLP is committed to communicating with people with disabilities in ways that take into account their disabilities.

We will provide accessible legal advice, documentation, and invoicing, etc. to all of our clients in formats suitable to their needs. We will answer any questions clients have about our legal advice, documentation, and invoicing in person, by email, by telephone or by other means if telephone communication is not suitable to our client’s communication needs or is not available.

Assistive devices

Norton Rose Canada LLP welcomes people with disabilities who use assistive devices to obtain, use, or benefit from our services. We will ensure that our staff are trained and are familiar with various assistive devices that may be used by clients with disabilities while accessing our services.

Service animals and support persons

Norton Rose Canada LLP also welcomes into our Reception and/or Boardrooms people with disabilities who are accompanied by a service animal or a support person. At no time will a person with a disability who is accompanied by a service animal or support person be prevented from having access to his or her service animal or support person while on our premises.

A personal support person may be required to sign a confidentiality agreement.

Notice of temporary disruption

Norton Rose Canada LLP will provide clients with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities to access our services. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

Notices regarding the disruption of accessible client washrooms will be placed at our Reception desks as well as on the entrance to the client washrooms.

Training for staff

Norton Rose Canada LLP will provide training to all members of our firm, volunteers, and others who deal with the public on our behalf, as well as those who are involved in the development and approval of policies, practices and procedures for the provision of our legal services.

This training will be provided as soon as reasonably possible after new members to our firm, volunteers, or others commence their duties.

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 support person
• What to do if a person with a disability is having difficulty in accessing Norton Rose Canada LLP’s services
• Norton Rose Canada LLP’s policies, practices and procedures relating to the customer service standard

Staff will also be trained on an ongoing basis when changes are made to these polices, practices and procedures.

Availability of documentation in other forms

Norton Rose Canada LLP will endeavour to provide its Accessible Customer Service Policy and all other documentation provided to clients in other formats where requested. These formats may include CD-ROM, Braille, large print, etc.

Feedback or questions about this policy

Feedback regarding the way Norton Rose Canada LLP provides services to people with disabilities or questions about this policy can be made by phone, email, in person, or by regular mail (please see the following table). Clients can expect to hear back as soon as possible.

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, any changes that are made to this or other Norton Rose Canada LLP’s policies will take into consideration the requirement to respect and promote the dignity and independence of people with disabilities.