Providing Services to People with Disabilities

Royal LePage RCR Realty is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

Royal LePage RCR Realty understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law. Royal LePage RCR Realty is committed to complying with both the Ontario Human Rights Code and the AODA.

Royal LePage RCR Realty is committed to excellence in serving all customers including people with disabilities.

Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Assistive devices

An assistive device is any piece of equipment a person with a disability uses to help them with daily living. Some examples include: a wheelchair, screen reader, listening device or cane. We will ensure that staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing services. If a customer is not able to access an office location with their assistance device, the salesperson will offer to meet them at an alternative branch office location or will make arrangements to meet them in their home or an alternative location suitable to the customer.

Communication

We will communicate with people with disabilities in ways that take into account their disability. We will work with the person with a disability to determine what method of communication works for them.

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. When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability. A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

A regulated health professional is defined as a member of one of the following colleges:

• College of Audiologists and Speech-Language Pathologists of Ontario
• College of Chiropractors of Ontario
• College of Nurses of Ontario
• College of Occupational Therapists of Ontario
• College of Optometrists of Ontario
• College of Physicians and Surgeons of Ontario
• College of Physiotherapists of Ontario
• College of Psychologists of Ontario
• College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our services or facilities:

• explain why the animal is excluded
• discuss with the customer another way of providing services or facilities

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. Fees will not be charged for support persons for admission to Royal LePage RCR Realty's premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Royal LePage RCR Realty will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed at all branch locations affected by the disruption.

Notice of availability of documents

Royal LePage RCR Realty notifies the public that documents related to accessible customer service are available upon request by posting a notice on our website, www.royallepagercr.com, on the Accessibility page, which can be found on the footer of our website. Royal LePage RCR Realty will provide these documents in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner, and at no additional cost.

Training for staff

Royal LePage RCR Realty will provide accessible customer service training to:

• all employees and volunteers
• all salespeople who work as Independent Contractors affiliated with the Brokerage
• anyone involved in developing our policies
• anyone who provides services or facilities to customers on our behalf.

Staff will be trained on accessible customer service within 2 weeks 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
• Royal LePage RCR Realty's plan related to the customer service standard.
• 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 Royal LePage RCR Realty's services.

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

Training for salespeople will be given at regular sales meetings and communicated to all salespeople via email distribution. Training will also be made available through accessforward.ca, an online training program, developed by Learnography, with support from the Government of Ontario.

Administrators will be trained within 2 weeks of hiring and will receive a written copy of all applicable materials.

Feedback process

Royal LePage RCR Realty feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Customers who wish to provide feedback on the way Royal LePage RCR Realty provides services or facilities to people with disabilities can provide feedback in the following way(s):

1. Complete a Customer Service Feedback Form, available through the Accessibility section of our website, www.royallepagercr.com (Link in the footer of the website)
2. Correspond with our Management Team
   By Email: orangeville@royallepage.ca
   By Phone: 519-941-1797 ext. 7281
   An in-person meeting can be arranged with a Manager, by Appointment.

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