ACCESSIBLE CUSTOMER SERVICE POLICY

PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

BAKER REAL ESTATE INCORPORATED, BROKERAGE is committed to excellence in serving all customers including people with disabilities.

ASSISTIVE DEVICES

We will ensure that our staff are trained and familiar with various assistive devices we have on site that may be used by customers with disabilities while accessing our goods or services.

COMMUNICATION

We will communicate with people with disabilities in a respectful manner that takes 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. Fees will not be charged for support persons. We will notify customers of this through a notice posted on our premises, when customers call in and inquire and on our website.

NOTICE OF TEMPORARY DISRUPTION

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, such as access to our offices at 3080 Yonge Street, Suite 3056, Toronto, Ontario, M4N 3N1, BAKER REAL ESTATE INCORPORATED, BROKERAGE will notify customers promptly. This clearly posted notice will include information about the reason for disruption, its anticipated length of time, and a description of alternative access to facilities or services, if available.
The notice will be placed at the front door of 3080 Yonge Street, Toronto, Ontario M4N 3N1.

TRAINING

BAKER REAL ESTATE INCORPORATED, BROKERAGE will provide training to all employees and volunteers who deal with the public or other third parties on our behalf. This training will be provided to staff within one month of hiring.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005. Online training courses for “Integrated Accessibility Standards Regulation” and “Accessible Customer Service eLearning Course”.
• BAKER REAL ESTATE INCORPORATED, BROKERAGE’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 BAKER REAL ESTATE INCORPORATED, BROKERAGE’s goods and services.

*Staff will also be trained when changes are made regarding AODA and/or IASR policy.

FEEDBACK PROCESS

Customers who wish to provide feedback on the way BAKER REAL ESTATE INCORPORATED, BROKERAGE provides goods and services to people with disabilities, or on our feedback process can telephone or email the following people:

Lisa Mazzara…………..lisa@baker-re.com…………………………...416-923-4621 x 239
Kim Morris……………...kim.morris@baker-re.com………………..…416-923-4621 x 324

All feedback, including complaints, will be responded to by telephone or email within three (3) business days.

MODIFICATIONS TO THIS OR OTHER POLICIES: Any policy of BAKER REAL ESTATE INCORPORATED, BROKERAGE that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

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IASR Policy

Statement of Commitment

Baker Real Estate is committed to treating all people in a way that allows them to maintain their dignity and independence. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

Training

Baker Real Estate is committed to training staff and volunteers on Ontario’s accessibility laws and on accessibility aspects of the Ontario Human Rights Code that apply to persons with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers, and Board of Directors.

Information and Communications

Baker Real Estate is committed to meeting the communication needs of people with disabilities. When asked, we will provide information and communications materials in accessible formats or with communication supports. This includes publicly available information about our goods, services and facilities, as well as publicly available emergency and safety information.
Baker Real Estate will consult with people with disabilities to determine their information and communication needs.
We will ensure existing feedback processes are accessible to people with disabilities upon request.
We will make our website and content conform with WCAG 2.0, Level AA by January 1, 2021.

Employment

Baker Real Estate is committed to fair and accessible employment practices.
When requested, we will accommodate disabilities during recruitment and assessment processes and when people are hired.
If needed, we will create an individual accommodation plan and/or workplace emergency information for any employees who have a disability.

Our performance management, career development, redeployment, and return-to-work processes will take into account the accessibility needs of employees with disabilities.

Design of Public Spaces

Baker Real Estate will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. In the event of a service disruption, we will notify the public of the service disruption and alternatives available.

Modifications to this or other policies

Any of our policies that do not respect and promote the dignity and independence of people with disabilities will be modified or removed.
For more information on this policy, please contact:

Lisa Mazzara Phone: 416-923-4621 ext 239 Email: Lisa@baker-re.com