Providing Goods and Services to People with Disabilities
Pafco Insurance Company is committed to excellence in serving all customers, including people with disabilities.
Assistive Devices
We will ensure that our employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.
Communication
We will communicate with people with disabilities in ways that take into account their disability.
Service Animals
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.
Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. It may be necessary for support persons to provide documentation for customer privacy purposes.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Pafco will notify customers promptly. The 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 they are available. The notice will be placed on our website.
Training for Staff
Pafco will provide training to employees who deal with the public on our behalf. All Pafco employees will be trained.
This training will be provided within 3 months of hire for new employees.
Training Will Include:
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An overview of the Accessiblity for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
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Pafco’s plan related to the customer service standard
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How to interact and communicate with people with various types of disabilities
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How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
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How to use any special equipment or devices at their location.
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What to do if a person with a disability is having difficulty in accessing Pafco’s goods and services.
Employees will also be trained when changes are made to our plan.
Feedback Process
Customers who wish to provide feedback on the way Pafco provides goods and services to people with disabilities can provide it in the following methods:
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Phone: (905) 475-4908
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Toll Free: 1-800-361-1073
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Fax: (905) 475-4936
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By mail: Ombudsman, 27 Allstate Parkway, Suite 100, Markham, ON L3R 5P8
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Verbally to any Pafco Manager
All feedback will be directed to the Ombudsman office. Customers can expect to hear back in two business days.
Complaints will be addressed according to our organization’s regular complaint management procedures.
Company Policies
All policies of Pafco will respect and promote the dignity and independence of people with disabilities.