Accessibility Policy

Policy: To meet the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 191/11 under the Accessibility for Ontarians with Disabilities Act, 2005. The act applies to the provision of goods and services to the public or third parties and not the goods themselves. Insurance Systems Group Inc. (ISI) intends that all goods and services provided shall follow the principles of dignity, independence, integration and equal opportunity.

  1. This policy applies to the provision of goods and services from 5230 Dundas St. West, Toronto, Ontario, and 209 Dundas St. East, Suite 200, Whitby Ontario.
  2. This policy applies to employees, agents/and or contractors who deal with the public or other third parties on behalf of ISI when the services are provided off premises.
  3. Guide Dogs and Service Animals provisions per the policy will only apply to the addresses listed in 1.

Summary of Policy’s Intent:

  • Considers a person’s disability when communicating with them
  • Allows assistive devices such as wheelchairs, walkers and oxygen tanks
  • Allows Service Animals
  • Allows Support Persons
  • Advises Customers when accessible services are not available
  • Has a provision to allow for customer feedback on assessable services
  • Training of employees on assessable customer services


Disability – as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and The Human Rights Code, refers to – any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, and degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device:

  • A condition of mental impairment or a developmental disability:
  • A learning disability, or dysfunction in one or more processes involved in understanding or using symbols or spoken language
  • A mental disorder: or
  • An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act of 1997

Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are devices customers will bring with them, wheelchairs, walkers or a personal oxygen tank. These devices might assist in hearing, seeing, communicating, moving, breathing, remembering and or reading.

Service Animal – as reflected in Ontario Regulation 191/11, an animal is a service animal for a person with a disability if:

  • It is readily apparent that the animal is used by the person for reasons relating to his or her disability as a result of visual indicators such as the vest or harness worn by the animal; or
  • If the person provides a letter from a regulated health professional confirming that the person requires the animal for reasons relating to the disability.

Guide Dog – is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons Rights Act, to provide mobility, safety and increased dependence for people who are blind.

Support Person – as reflected in Ontario Regulation 191/11, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods, services or facilities. Insurance Systems Group Inc. will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

  • Ensuring all customers receive the same value and quality service
  • Allowing those customers with disabilities to do things in their own ways, at their own pace when accessing our services or goods
  • Using alternative methods when possible to ensure that customers have access to the same services, in the same place and in a similar manner
  • Taking into account individual needs when providing goods and services
  • Communicating in a manner that takes into account the customers disability

Persons with Disabilities Policy

1. Customers own assistive device: Persons with disabilities may use their own devices as required when accessing goods or services provided by ISI. In cases where the assistive device presents a safety concern or where accessibility may be an issue, other reasonable measures will be used to insure access of goods and services. If, due to a disruption of elevator service to the second floor occurs, any meeting with a customer is possible on the first level of our building. (Restaurants, coffee shops)

2. Assistive Devices provided by ISI:

  • Elevator access to second floor
  • Accessible washroom facilities
  • Accessible meeting rooms and offices

3. Guide Dogs and Service Animals: A customer with a disability that is accompanied by guide dog or service animal will be allowed on the premises.

  • The customer that is accompanied by a guide dog, or service animal is responsible for maintaining care and control of the animal at all times
  • If a health and safety concern presents itself, for example in the form of an extreme allergy to the animal, ISI will make reasonable efforts to meet the needs of all individuals.
  • If it is not readily apparent that the animal is being used by the customer for reasons relating to their disability, ISI may request verification from the customer
  • Verification can be in the form of a letter from a regulated health professional
  • Certificate of training from a recognized guide dog or service animal training school

4. Support Persons: If a customer with a disability is accompanied by a support person, ISI will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person

5. Disruptions of Service: In the event of temporary disruptions to facilities or services that customers may rely on for access to the services of ISI, reasonable efforts will be made to provide advance notice (i.e. elevator out of service)

  • Notice will be posted of the disruption
  • Reason for the disruption will be given
  • Length of disruption provided
  • A description of alternative services or options given
  • Notice will be posted in conspicuous places including the point of disruption
  • ISI will contact customers with appointments regarding the disruption

6. Customer Feedback:

  • ISI will provide customers with the opportunity to provide feedback on the services provided to customers with disabilities
  • Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone), or written (handwritten, delivered, website or email), will be available on request

Customers can submit feedback to:

7. Training:

  • Review of the purpose of the Accessibility for Ontarians Act
  • Review the requirements of the Act
  • Instructions on how to interact and communicate with people with various types of disabilities
  • Instructions on how to assist a person who may be having difficulties accessing our services
  • Training will be provided as soon as practicable upon commencement of employment

8. Notice of Availability and Format of Documents: ISI will notify customers that the documents related to the Accessibility Standards are available upon request. This policy and its related procedures will be reviewed as required in the event of legislative changes.