Purpose
The purpose of BDO Canada LLP's ("BDO") Customer Service Standard Policy is to be proactive about the inclusion of people with disabilities in our service offerings and to align ourselves with all provincial accessibility legislative requirements, which address the historical disadvantage suffered by persons with disabilities due to discrimination. The purpose of these types of legislation is to benefit all Canadians by:
- developing, implementing and enforcing accessibility standards in order to achieve accessibility for people with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises; and
- providing for the involvement of persons with disabilities, of provincial governments and of representatives of industries and of various sectors of the economy in the development of the accessibility standards
This policy addresses our commitment to our clients and potential clients. BDO has also created policies to address the needs of our employees and job applicants with disabilities. This information is available on request by following the directions under Questions about this Policy at the end.
Our Commitment
BDO strives to provide our services in a manner that is accessible to all of our clients, and respects the dignity, independence, and integration of people with disabilities. We are committed to offering equal opportunity to access our services and to providing the benefit of the same services, in the same place and in a similar way to all clients.
Accessibility Training
In order to promote building an inclusive and accessible environment to best serve all of our clients, BDO Partners and staff shall be trained on:
- The purpose of accessibility legislation and requirements of regulations relating to customer service standards.
- How to interact and communicate with persons with various types of disability.
- How to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person.
- What to do if a person with a particular type of disability is having difficulty accessing BDO's services.
This training is mandatory for all BDO Partners and staff and must be completed within the first three (3) months of joining BDO. BDO shall notify Partners and staff if there are any changes to policies, practices and procedures governing BDO's provision of goods and services to clients, and shall assess the need to update our training on an ongoing basis.
BDO will also train Partners and staff to be familiar with any equipment or assistive devices that may be available at our offices, which may help with the provision of our services to persons with disabilities.
Providing Goods and Services to People with Disabilities
BDO is committed to excellence in serving all clients including people with disabilities and we will carry out our functions and responsibilities in the following areas:
Communication
We will communicate with people with disabilities in ways that take into account their disability. We are flexible in our approaches.
All staff must consider how people with various disabilities communicate and tailor their approaches to dealing with clients appropriately. The simplest and most effective technique is to ask clients how we can best communicate with them. If a particular method is unavailable, work expeditiously with the client to find an acceptable alternative.
We must always ask ourselves how we can make our communications more accessible. Every situation is different and depends on the individual's needs. Options include:
- Make the original communication more accessible by using techniques like plain language writing during the planning process; or
- Change the usual method of communication to meet the client's needs;
One example is providing schedules or information in paper format. If a client with low vision asks for information in Braille but it is not available in Braille, we may explain that it is available in an accessible format on the website. This may work for the client because s/he has a screen reader at home that reads what is displayed on the website. For another client, who has vision difficulties or a learning disability, it may be sufficient to read the difficult parts out loud.
Telephone Services
We are committed to providing fully accessible telephone service to our clients. Staff are expected to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly, wherever necessary.
We will offer to communicate with clients by any other appropriate means of communication if telephone communication is not suitable to their communication needs.
Assistive Devices
An assistive device is any piece of equipment a person with a disability uses to help them with their daily living. Some examples include: a wheelchair, screen reader, listening device or cane. We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services.
BDO personnel shall wherever possible accommodate clients who use assistive devices in connection with their disability. BDO personnel must ensure that they are familiar with various assistive devices that may be used by clients with disabilities, including any assistive devices available at the local BDO office, while accessing our services.
To ensure familiarity, staff need to consider how they will address the use of a client's assistive device. The best practice is to ask the client on the appropriate and inappropriate ways of interacting with them and their assistive devices. An example is a client who can walk short distances and uses a scooter. It is often difficult to find space in the office to park their scooter, so they will find it helpful when staff suggest parking options and make space.
Billing
We are committed to providing accessible invoices to all of our clients. For this reason, invoices shall be provided in alternate formats (including but not limited to hard copy, large print or e-mail) upon request.
We will answer any questions clients may have about the content of the invoice in person, by telephone or email.
Use of Service Animals and Support Persons
We are committed to welcoming people with disabilities who are accompanied by a service animal (not necessarily only dogs) on the parts of our premises that are open to the public and other third parties. Before meeting with a client who uses a service animal, we should:
- identify the few areas of our office not open to service animals (e.g. the kitchen); and
- ask the client about the appropriate ways to interact with them and their service animals (e.g. never touch or distract a guide dog without permission).
We are committed to welcoming people with disabilities who are accompanied by a support person. Support people do not have to be a paid support worker but could be any family member or friend that helps a client perform daily tasks. Any person with a disability who is accompanied by a support person shall be allowed to enter BDO's premises with his or her support person. At no time shall 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.
Notice of Temporary Disruption
BDO shall provide clients with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice must include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
The notice shall be placed at all receptions on our premises.
Privacy
All information about a disability is personal and private and must be treated confidentially.
Feedback Process
The ultimate goal of BDO is to meet and surpass client expectations while serving clients with disabilities. Comments on our services regarding how well these expectations are being met are welcome and appreciated.
Feedback regarding the way BDO provides services to people with disabilities may be made by any reasonable medium. Please contact BDO at [email protected] or 416-865-0111. All feedback shall be directed to BDO's Legal and Compliance Department. BDO shall respond within 15 days.
Difficulty Accessing Services
If a person with a disability is having difficulty accessing our services, ask the person how s/he can be accommodated and what alternative methods of service provision would be more accessible.
Multi-year Accessibility Plan for BDO Canada
2016-2021 Accessibility Plan for BDO Canada
Questions About This Policy
If anyone has a question about our policy, or if the purpose of a policy is not understood, please contact Christina Porretta [email protected] or 416-865-0111.
BDO's full Accessibility Policy, training procedures and related documents, including information on BDO's compliance with accessibility legislation, are available upon request. Accessible formats are also available on request.