- Our mission
One of the core principles of Aon Canada Inc. (“Aon”) is a commitment to ensuring diversity and respect between itself and the individuals that it services. It is also a policy of Aon that it be free from discrimination and harassment both with respect to its internal colleagues and all external customers and clients. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, a provincial act which mandates the development and implementation of accessibility standards to achieve proper accessibility for persons with disabilities, Aon is committed to continuing to provide an environment that is accessible and inclusive to all persons.
- Our commitment
In fulfilling our mission, Aon strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other clients and customers.
- Providing goods and services to people with disabilities
Aon is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
3.1 Communication
- Aon will ensure that communication with people with disabilities is conducted in ways that take into account their disability.
- Aon will ensure that the staff who communicates with customers will be properly trained on how to interact and communicate with people with various types of disabilities.
- Aon will ensure that alternative methods of communication and technology will be available upon request and provided in such manner as is feasible.
3.2 Telephone services
- Aon is committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
- Aon will offer to communicate with customers by such other means such as necessary including e-mail, TTY and relay services if telephone communication is not suitable to their needs or is not available.
3.3 Assistive devices
- Aon is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services.
- Aon will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
3.4 Billing
- Aon is committed to providing accessible invoices to all of our customers.
- Upon request, invoices will be provided in an alternative format that is feasible.
- Aon will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.
- Use of service animals and support persons
Aon is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
Aon is committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter the premises with his or her support person. At no time will 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
Aon will provide customers with notice in the event of a planned or unexpected disruption in the
facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
- Training for staff
Aon will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. All positions with direct customer contact including call centers and managers will receive mandatory training.
Documentation relating to training shall be maintained as necessary and as required by law.
Training shall include the following:
- The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of 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 Aon’s goods and services
- Aon’s policies, practices and procedures relating to the customer service standard
Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
- Feedback process
Aon’s intention is to always achieve the highest level of customer and client satisfaction. This dedication applies equally in serving customers with disabilities.
Aon welcomes any feedback regarding the provision of goods and services to people with disabilities and this feedback can be provided. Clients should provide questions, comments or feedback to [info@aon.ca] or 1.877.766.9071. Customers can expect to hear back in a reasonable amount of time depending on the issue.
Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.
- Modifications to this or other policies
Aon is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.
Aon will always ensure that any policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
- Questions about this policy
Any questions or concerns about this policy can be directed to [info@aon.ca] and responses will be provided as soon as possible.
A copy of this policy can be provided in an accessible format upon request by contacting us at info@aon.ca or 1.877.766.9071.