Accessible Customer Service Policy and Plan

Providing Goods and Services to People with Disabilities

Romspen Investment Corporation is committed to excellence in serving all customers including people with disabilities.

Romspen is committed to applying the principles and regulations of the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) to our daily operations and to expanding access and support to all customers, employees and visitors with disabilities, by having as our goal a barrier-free environment to enable our customers access to our products and services and our employees employment success.

To ensure AODA obligations are achieved Romspen complies with the Accessibility Standards in this policy. Romspen uses reasonable efforts to ensure its policies, practices and procedures address the AODA standards in our daily operations and that they are consistent with the key principles of dignity, equal opportunity, independence, and integration.

This policy applies to all employees, contract workers, volunteers or persons who represent the Romspen, and to all organizational activities, functions and premises.

We will ensure that our staff are trained on the requirements of the accessibility standards referred to in the AODA, its Regulations and on the Human Rights Code, as it pertains to persons with disabilities, and able to assist and provide all our clients with disabilities in accessing our services.

Managers and supervisors are responsible for participating in training related to this policy and for compliance with the principles and regulations of the AODA as set out in this policy.


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 unless the animal is excluded by law; or, if a service animal is excluded by law, by using other measures to provide services to the person with a disability.

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.

We will notify customers of this through a notice posted on our premises and through any email communication sent to clients.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Romspen Investment Corporation will notify customers 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 in the lobby by the elevator.


Romspen Investment Corporation will provide training to all employees, and others who deal with the public or other third parties on our behalf. This training will be provided to staff within the orientation week.

Training will include:
  • An overview of the requirements of the accessibility standards referred to in the AODA, its Regulations and on the Human Rights Code as it pertains to persons with disabilities.
  • Romspen Investment Corporation’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 Romspen Investment Corporation’s goods and services

Staff will also be trained when changes are made to the accessible customer service plan.

Feedback Process

Customers who wish to provide feedback on the way Romspen Investment Corporation provides goods and services to people with disabilities can e-mail, phone, or send us written feedback, etc.

All feedback, including complaints, will be directed to HR and will get a written response within 30 days. Romspen will also solicit feedback from customers with respect to the accessibility of the customer service feedback process.

Notice of Availability

Romspen Investment Corporation will notify the public that our policies are available upon request and are posted in the front lobby of the building.

Modifications to this or other Policies

Any policy of Romspen Investment Corporation that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

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