Accessibility

Accessible Customer Service Policy 
Providing Goods and Services to People with Disabilities

Our Mission

The mission of Atrens-Counsel Insurance Brokers, a division of Arthur J. Gallagher Canada Limited (AJGCL) is to recognize and adhere to the Accessibility Standards for Customer Service.

Our Commitment

In fulfilling our mission, AJGCL strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and providing to them the benefit of the same services, in the same place and in a similar way as other customers.

Communication

We will communicate with people with disabilities in ways that take into account their disability. We will train employees and producers who communicate with customers, on how to interact with people with various types of disabilities. 
We are committed to providing fully accessible telephone service to our customers. We will train employees and producers to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. 
We will offer to communicate with customers by email and/or mail if telephone communication is not suitable to their communication needs or is not available. 
We will also ensure employees and producers know how to communicate through the hearing impaired assistive device provided through the Bell Canada telephone system.

Billing

We are committed to providing accessible invoices to all our customers. Invoices will be provided in the following formats upon request; hard copy, large print and e-mail. We will answer any questions customers may have about the content of the invoice in person, by telephone, by e-mail or by mail.

Use of Service animals and support persons

We are committed to welcoming people with disabilities who are accompanied by a service animal or other third parties on their behalf. We will also ensure that employees and producers are properly trained to communicate with people with disabilities who are accompanied by a service animal. 
We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter AJGCL premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Disruption of Services

Atrens will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people 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.

Training

AJGCL will provide training to all employees and producers who interact with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer services policies, practices and procedures.
For new employees, the training will be provided as part of their orientation.
Training will include the following:
All employees and producers who communicate with the public will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. They will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback Process

The ultimate goal of AJGCL is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way AJGCL provides goods and services to people with disabilities can be made  verbally in person, by telephone, by e-mail or by mail. All feedback will be directed to the appropriate management team. Customers can expect a response within five business days from the receipt of the feedback.

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, no changes will be made to the policy before considering the impact on people with disabilities. Any policy of AJGCL that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. 
This policy exists to achieve excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to our Human Resources department.