Customer Service Policy & Accessibility

The Effort Trust Company (Effort Trust) is committed to creating an accessible organization by removing barriers for people with disabilities whether they work at Effort Trust, do business with our company or are members of the public who use our services every day. Our goal is to ensure accessibility for our employees and the public we serve in our services, products and facilities.

Ontario has laws that set standards for accessibility, under the Accessibility for Ontarians with Disabilities Act (AODA), 2005. The first of these, which became law in 2008, are the Accessibility Standards for Customer Service (Ontario Regulation 429/07).

Our policy is based on :

  • respect for the dignity and independence of people with disabilities
  • equal opportunity for people with disabilities to access, use and benefit from our services or programs with the same quality and timeliness that others receive
  • service integration in relation to services provided to the broader public, unless alternative ways of providing the service or program are necessary for equal opportunity

Employee Training

Our staff will be trained in how to provide accessible customer service and on the requirements of our accessibility policies.  Training will include:

  • Purpose of the AODA
  • Ontario Human Rights Code as it pertains to people with disabilities.

Instruction on:

  • How to interact and communicate with persons with various types of disabilities.
  • How to interact with persons with disabilities who use assistive devices or require the assistance of service animals or support persons.
  • How to use assistive communication devices and other assistive devices available on the provider's premises.
  • What to do if a person with a disability is having difficuly accessing Effort Trust's goods and services.

Customer Service Policies

This is a summary of the accessible customer service you can expect to receive.

Information and Communication

When communicating or providing information or services to a person with a disability, we will do so in a manner that takes the person's disability into account. 

Accessible Formats and Communications Supports

If a person with a disability needs an accessible format, or help to communicate with us, we will work with the person to provide the format or support that will meet their needs - at no additional cost to them.

If we are not able to meet the person's particular requirement in a reasonable time frame, we will inform them and will work with them to determine an alternate method or will provide a summary of the information.

Notices of Temporary Disruptions in Services and Facilities

Temporary disruptions in services and facilities may occur due to causes that may or may not be within the Effort Trust's control or knowledge.  We will provide notice of any disruption to our residents, including:

  • information about the reason for the disruption
  • its anticipated duration
  • a description of alternative facilities or services, if any, that may be available
  • for planned disruptions, Effort Trust will provide notice in advance

Communication formats regarding disruptions in services or facilities may be:

  • in person
  • by telephone
  • by fax
  • in writing
  • by email
  • notices under the door

Accessible Websites and Web Content

Our internet websites and web content controlled either directly by Effort Trust or through a contractual relationship that allows us to modify the product, will conform to the World Wide Web Consortium Web Content Accessibility Guidelines set out in the AODA Integrated Accessibility Standards.  

Feedback Process

Effort Trust is committed to receiving and responding to feedback from persons with disabilities about accessibility regarding how Effort Trust provides its services to them.  If a person with a disability has concerns or feedback regarding the services provided by Effort Trust, they should bring such feedback forward.  Feedback may be provided:

  • in person
  • by telephone
  • by fax
  • in writing
  • by email

If customers with disabilities would prefer to give their feedback, and receive a response to it, using an alternate method than the one offered, they may request it.

Customers can submit feedback to:

The Effort Trust Company
50 King Street East
Hamilton, ON L8N 1A6
Telephone: (905) 528-8956

Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted. 

Service Disruption

If there is a problem with facilities, equipment or services that people with disabilities rely on, we will provide notice to the public.

The way we provide the notice will be determined by the nature of the problem.

We will always try to make alternative arrangements to provide service where possible.

Assistive Devices

People with disabilities may use their own personal assistive devices. Where assistive devices are available in our buildings, our staff have been trained on how to use them.

Service Animals

People with disabilities may use their service animal in all parts of our premises that are open to the public, unless the animal is excluded by law, such as in food preparation areas.  In this case, we will ensure that appropriate alternative arrangements are made to ensure that the person can access the service.

At times it may be difficult to differentiate between a person with a disability using a service animal and an individual being accompanied by a pet. If it is not readily apparent that the animal is a service animal, the company may ask for a letter from a physician or nurse confirming that the person requires the animal for reasons relating to his or her disability. If proper documentation is not produced, then the person may be asked to remove the animal from the premises.  

Support Persons

People with disabilities can access their disability-related support person while using our services.

In situations where confidential matters will be discussed, the support person may be asked to sign a confidentiality agreement or the role of the support person may need to be agreed to in advance of the meeting.