​​Background

Under the Integrated Accessibility Standards Regulation, organizations that provide goods and services to the public or to other businesses in Ontario are required to establish policies, practices and procedures on providing goods and services to persons with disabilities.


Policy

Computershare ("Computershare" means all Canadian members of the Computershare Limited group of companies) is committed to excellence in servicing all customers, including persons with disabilities.

 We will make reasonable efforts to provide customer service which is consistent with the principles of independence, dignity, integration and equality of opportunity.  Policies, practices and procedures will address the requirements of the Customer Service Regulation as stipulated in the Accessibility for Ontarians with Disabilities Act, 2005 (the "AODA"), and will consider both visible and invisible disabilities.​

Our policies will be communicated and made available to the public through Computershare's internal and external websites.  Other reasonable formats that take into account a person's disability will be made available on request.


Our Commitment

In conjunction with our core workplace principles of Honesty & Integrity, Customer Driven, Passion for Excellence and Respect, we will ensure that persons with disabilities have access to our services by committing to the following:​

  • Assistive Devices:  We will ensure that all members of Computershare are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services. 
  • Communication:  We will communicate with persons with disabilities in ways that take their disability into account.
  • Guide Dog  and/or  Service Animals:   We welcome persons with disabilities, guide dogs, and service animals. Guide dogs and service animals are allowed on the parts of our premises that are open to the public. If staff cannot easily identify that the animal is a service animal, they can request the customer provide documentation from a regulated health professional. ​
    • Customers that are accompanied by a service animal are responsible for the safety, clean-up and maintenance of care and control of the service animal while on Computershare's premises.
  • 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.  Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person
    • Computershare does not charge any fees to access its premises, nor do we charge fees for client events hosted by Computershare.
  • Notice of Temporary Disruption: In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Computershare will notify customers promptly.  This posted notice will include information about the reason for the disruption, its expected length of time and a description of alternative facilities or services, if available. 
    • The notice will be placed on both internal/external websites, and will be posted at office locations that service walk-in customers. Depending on the nature of the disruption, notice will also be provided on incoming or outgoing telephone calls through the call centre or otherwise.​
  • Training for Staff:  Computershare will provide training to all members of Computershare across Canada. This training will be provided to all members through a mandatory e-learning course through our HRIS system. Members that do not have access to computers at Computershare will be provided with a physical copy of the policy and will be required to manually acknowledge they have read and understood the policy. All other members will be required to successfully acknowledge completion of this course. Training will be tracked through our HRIS system by the Human Resources department and all new employees will be required to participate upon hire.

 

Training will include:
      • An overview of the AODA and the requirements of the Regulation.
      • Computershare's policy, procedures and guidelines pertaining to the provision of services to persons with disabilities.
      • 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.
      • What to do if a person with a disability is having difficulty accessing Computershare's services.

Feedback Process

Computershare welcomes feedback, including feedback about the delivery of our services to persons with disabilities.  Customers who wish to provide feedback on the way Computershare provides service to persons with disabilities can write to the Human Resources department at 100 University Ave, 11th floor, Toronto, ON, M5J 2Y1, or fax at 416-263-9237 or email aoda@computershare.com.   Alternatively, anyone can submit feedback to any office location and it will be forwarded to the appropriate person.

All feedback will be directed to the Human Resources Manager and customers can expect to hear back within 48 hours.  Complaints will be addressed according to our organization's regular complaint management procedures.

 

Modifications to this or other policies

Computershare is committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities.  As a result, any company policy that does not meet these requirements will be modified or removed.

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Questions about this policy

If anyone has questions about this policy please contact our Human Resources department by email aoda@computershare.com or fax 416-263-9237.  Or you may write to us at 100 University Ave, 11th floor, Toronto, ON, M5J 2Y1.