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 Accessible Customer Service Plan and Policy

This document relates to Insite Providing Goods and Services to People with Disabilities, Insite Computer Group Inc. is committed to excellence in serving all customers including people with disabilities.



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.


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.


Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Insite Computer Group Inc. will notify customers promptly. A notice will be clearly posted and will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.



Insite Computer Group Inc. will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services. All staff will be trained on Accessible Customer Service within 30 days after being hired.


Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

• Insite's Plan related to customer service standards

• 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 Insite's good and services


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


Feedback process

Customers who wish to provide feedback on the way Insite Computer Group Inc. provides goods and services to people with disabilities can provide feedback in the following way(s):

In-person, by telephone, in writing, or by email or other electronic format.

Insite will acknowledge all feedback received and reply within 5 business days.


Notice of Availability

Insite Computer Group Inc. will notify the public that our documents related to accessible customer service, are available upon request by posting a notice on our website.


Modifications to this or other policies

Any policy, practice or procedure of Insite Computer Group Inc. that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.



This Plan and Policy is available in accessible formats (ex. Large prints), if requested.

Click here to download the PDF file



Statement of Commitment to Accessibility

July 30th, 2014


Insite Computer Group Inc. is committed to providing a barrier-free environment for our clients/customers, employees, contractors and all visitors who enter our premises. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005), Customer Service Standard, and the Integrated Accessibility Standards Regulation for Information and Communications, Employment, and Transportation, and eventually, for the Built Environment.


Approximately 1.8 million Ontarians live with a disability, and as the population grows older, this number will also increase. Our organization has made a commitment to accessibility for everyone who uses our services to make it easier for those with disabilities and to comply to our legal obligation. Our organization has an important responsibility for ensuring a safe, dignified, and welcoming environment for everyone. We are committed to ensuring our organization's compliance with accessibility legislation by incorporating policies, procedures, equipment requirements, training for employees, and best practices. We will review these policies and practices on a regular basis. Our commitment to making our organization accessible to everyone includes the integration of accessibility legislation within our policies, procedures, programs, and training. We are committed to reviewing and incorporating the following information with our employees:


• Legislation regarding the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005.

• Integrated Accessibility Standards for Information and Communications, Employment, and Transportation.

• Accessible employment practices such as recruitment, assessment, and selection.

• Developing emergency response plans and individual workplace accommodation plans for employees with disabilities.

• Customer service standards.

• Accessible communication supports and information formats (both digital and non-digital).

• Communicating with people with various forms of disabilities.

• Accessible websites and web content.

• Allowing Assistive devices, mobility aids, service animals and support persons.

• Notices of service disruptions (temporary or long-term).

• Insite Computer Group Inc.'s relevant policies and procedures regarding accessibility.

• Reporting procedures.

• Training procedures.


Insite Computer Group Inc. realizes that providing accessible and barrier-free environments for everyone is a shared effort. As a community, all businesses and services must work together to make accessibility happen. For more detailed information on our accessibility policies, plans, and training programs, please contact Insite's Accounting Manager.

Click here to download the PDF file


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