Metergy Solutions Inc. (MSI) strives at all times to provide products, services and facilities in a way that respects the dignity and independence of persons with disabilities. This policy and its procedures address the accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).
MSI is committed to removing any barriers that may prevent people with disabilities from accessing the organization’s goods, services and facilities. MSI will ensure that its office buildings are barrier-free and information is communicated in an accessible format. MSI is also committed to ensuring equal access and participation for people with disabilities in its workforce.
This policy applies to all MSI customers and employees, contractors, vendors and any third-party relationships that are in contact with MSI’s customers in Ontario. It also applies to all MSI office buildings located in Ontario.
“MSI” refers to Metergy Solutions Inc. and all of its subsidiaries and affiliates.
“Disability” is defined as any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliances or device; a condition of mental impairment or a developmental disability; a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language; a mental disorder; or an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act.
“Assistive Devices” are auxiliary aids such as communication aids, cognition aids, personal mobility aids and medical aids (e.g., canes, crutches, wheelchairs or hearing aids).
“Support Persons” are any persons, whether a paid professional, volunteer, family member, or friend, who accompany a person with a disability in order to help with communications, personal care or medical needs, or with access to goods or services.
“Service Animals” are animals individually trained to do work or perform tasks for the benefit of a person with a disability.
Customer Service Standards
MSI is committed to excellence in serving all customers, including people with disabilities and will carry out functions and responsibilities in the following areas:
Communication — MSI will communicate with people with disabilities in ways that take into account their disability. Staff who communicate with customers will be trained how to interact and communicate with people with various types of disabilities.
Telephone Services — MSI is committed to providing fully accessible telephone service to customers. Employees who communicate with customers over the telephone will be trained to speak clearly and slowly and in plain language. Staff will offer to communicate with customers by e-mail or TTY relay services if telephone communication is not suitable to their communication needs or is not available.
Assistive Devices — MSI is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from its goods and services. MSI will ensure that staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing its goods or services.
Billing — MSI is committed to providing accessible invoices to all customers. For this reason, invoices will be provided in alternative methods upon request and staff will answer any questions customers may have about the content of the invoice by telephone or e-mail.
Use of Support Persons and Service Animals — MSI is committed to welcoming people with disabilities who are accompanied by a support person or a service animal into an MSI office building, if that person would otherwise have had access to such premises and the service animal is not otherwise excluded by law. If a service animal must be excluded, MSI will explain why this is the case and explore alternative ways to provide the person with access. At no time will a person with a disability who is accompanied by a support person or service animal be prevented from having access to his or her support person or service animal while on the premises, except in places where the law may exclude service animals.
Notice of Temporary Disruption — In the event of a planned or unexpected disruption of a facility or service that are made available to persons with disabilities, MSI will notify customers and other members of the public promptly. The notice will include the following information:
Information and Communication Standards
MSI is committed to meeting the communication needs of people with disabilities. When asked, MSI will consult with people with disabilities to determine their information and communication needs and will provide materials in accessible formats, as needed and on a timely basis. This includes publicly available information about our goods, services and facilities, including our website.
MSI will notify employees, potential hires and the public that accommodations can be made during MSI’s recruitment and hiring process. We will notify employees that supports are available for those with disabilities and will develop individual accommodation plans for employees who request them. Our employee communications, return to work process, performance management, career development and redeployment processes take into account the accessibility needs of all employees.
Where needed, MSI will also provide customized emergency information to help an employee with a disability during an emergency.
MSI will ensure training is provided to all employees, contractors, vendors, persons who participate in developing this policy and any other person who provides goods, services and/or facilities to customers on behalf of MSI. The training will be provided as soon as practicable after such a person obtains a role that provides goods, services and facilities to MSI customers and also when any significant changes are made to this policy. MSI and/or its vendors, as applicable, will maintain accurate records of training delivered.
Training will include an overview of the AODA and its Regulation(s) as well as other applicable laws such as the Ontario Human Rights Code as it applies to people with disabilities and MSI’s Accessibility Policy.
The goal of this policy is to meet service delivery expectations while serving customers with disabilities and the accessibility needs of our workforce. Comments of how well those expectations are being met are welcome and appreciated. Customers who wish to provide feedback on the way MSI provides goods and services to people with disabilities can do so by e-mail to firstname.lastname@example.org. If email is not a suitable method to provide feedback, customers may contact 1-866-449-4423. All feedback will be directed to the appropriate department to investigate and a written response will be provided within 15 business days. Employees who wish to provide feedback or seek assistance should contact their manager or the HR Director. Any complaints will be addressed according to MSI’s regular complaint management process.
Modifications to Policies
Any policy of MSI that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.