Exp Accessibility for Persons with Disabilities: Service Policy

This policy applies to our clients in Ontario.


Exp believes in providing its services in a manner that respects the dignity and independence of persons with disabilities. Exp is committed to providing persons with disabilities -- whether they be employees, contractors, visitors, clients and/or suppliers -- the same opportunity to access services, in the same place and in a similar way as all other persons. To better understand exp's commitment, please review our Multi-Year Accessibility Plan.

1. Providing Services to Persons with Disabilities

Exp is committed to excellence in servicing all persons including persons with disabilities in the following areas:

1.1 Communication

Exp will endeavor to communicate with persons with disabilities in ways that take into account their disability.

Exp will provide fully accessible telephone services to clients and will train staff to communicate with clients, using clear and plain language when speaking over the telephone. Exp will offer to communicate with clients by email and/or other alternative means if telephone communication is not suitable to the individual's communication needs or if a telephone is not available.

1.2 Assistive Devices

Exp is committed to servicing persons with disabilities who use assistive devices to obtain, use or benefit from the company's services.

1.3 Billing

Exp is committed to providing accessible invoices to all of its clients. For this reason, upon request, invoices will be provided in alternate formats. Exp will answer any questions clients may have about the content of their invoice in person, by telephone or by e-mail.

2. Use of Service Animals and Support Persons

Service Animals

Persons with disabilities may enter exp premises accompanied by a service animal and keep the animal with them, if the public has access to such premises, and the animal is not otherwise excluded by law. While visiting exp, it is the responsibility of the person with a service animal to control the animal at all times.

In the event that a staff member or client is allergic to animals, alternative arrangements will be coordinated.

Support Person

Persons with a disability may enter exp premises accompanied by a support person and may have access to that support person at all times.

In situations where it is necessary to protect the health and safety of the person with a disability, or the health and safety of others on the premises, exp may require a person with a disability to be accompanied by a support person. In situations where confidential information is being exchanged, exp may require the support person to sign a confidentiality statement.

3. Notice of Temporary Disruption

Exp will make reasonable efforts to provide clients with notice in the event of a disruption in the facilities or services usually made available to persons with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. Exp will not be able to provide notice in case of an emergency temporary disruption.

In order to make information accessible, notices will be clear and of sufficient size to be easily readable.

The signs and notices will be displayed prominently at the entrance of the exp premises at the service desk/reception area.

4. Training for Staff

Exp will provide training to all employees, and volunteers who deal with clients, the public or other third parties on exp's behalf, as well those who are involved in the development and approvals of client service policies, procedures and practices. Training will be provided to employees as part of new hire orientation, and on a continuing basis as required.

The amount and format of the training will depend on the person's level of interaction with exp clients.

A record of training will be kept with the exp Human Resources department. Training will include:

  • Review of the purpose of the accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the standard;
  • Information about exp's policies, procedures and practices relating to the client service standard;
  • How to interact and communicate with persons with various types of disabilities;
  • How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or support person;
  • How to use exp's assistive devices stored on premises for client use; and
  • What to do if a client is having difficulty accessing exp's services.

5. Feedback Process

Exp welcomes feedback, including feedback about the delivery of its services to persons with disabilities. Users may submit feedback to the attention of exp's Director of Human Resources:

Director of Human Resources
56 Queen Street East, Brampton, ON

Complaints will be addressed according to complaint categories already established in our company's complaint management procedures.

6. Modifications to this or Other Policies

Exp is committed to developing client services policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities.

Any company policy that does not respect and promote dignity and the independence of persons with disabilities will be modified or removed.