Accessible Customer
Service Plan

Creating Inclusive Environments

Salter Pilon Architecture Inc. is committed to excellence in serving all clients including people with disabilities. Our goal is to ensure all staff, clients and end users of our facility designs, can participate fully in all spheres of activity without barriers. We understand inherently, through our architectural leadership in long-term care and supportive living design, the importance of inclusivity through accessibility opportunities and reaffirm our commitment to creating inclusive environments for all abilities.

Our entire team undertake AODA training and take this basic compliance level a little by understanding we can’t rely on these requirements alone, to create accessible, inclusive spaces for all. We work consistently towards the reduction or elimination of barriers for physical, environmental, attitudinal, written/verbal communication, technological and any others that may prevent or limit the full participation of individuals with disabilities. When such barriers are identified we will work swiftly to create long-term solutions or provide alternative methods to accommodate those who need additional support, to achieve their desired level of participation.

Customer Service Accessibility Plan

Assistive Devices
‍We will ensure that our staff are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our goods or 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. Fees will not be charged for support persons.

Notice of Temporary Disruption
‍In the event of a planned or unexpected disruption to services or facilities for customers with disabilities (elevator out of service), Salter Pilon Architecture Inc. will notify clients 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.

The notice will be placed at:

• Front Door
• Elevator Door

Training for Staff
‍Salter Pilon Architecture Inc. will provide training to employees and others who deal with our clients, or other third parties on their behalf.

Individuals in the following positions will be trained: Managers, Receptionist, Client Representatives. The training will be provided to staff within one week of hiring.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
• Salter Pilon Architecture Inc.’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.
• What to do if a person with a disability is having difficulty in accessing Salter Pilon Architecture Inc.’s goods and services.
• Staff will also be trained when changes are made to the plan.

Feedback Process
‍Clients who wish to provide feedback on the way Salter Pilon Architecture Inc. provides goods and services to people with disabilities can email – info@salterpilon.com. Clients can expect to hear back in 7 days.

Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other Policies
‍Any policy of Salter Pilon Architecture Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.