Sterling Insurance Adjusters
Customer Service Policy

1. Policy Statement
Sterling Insurance Adjusters is committed to providing accessible customer service to people with disabilities.

2. Our Commitment
Sterling Insurance Adjusters strives to provide goods and services in ways that respect the dignity and independence of people with disabilities.  We are committed to ensuring that, persons with disabilities receive the same opportunity to access our goods and services allowing them to benefit the same services as other customers.

3. Providing  goods and services to people with disabilities
This policy is intended to meet the requirements of Ontario Regulation 429/07 under the Accessibility for Ontarians Disabilities Act, 2005.  It applies to provisions of goods and services to the public, not to the goods themselves.
We are committed to excellence in serving all customers including people with disabilities and will carry out or functions and responsibilities in the following areas:

A) Communication:
We will communicate with people with disabilities in ways
that take into account their disability.

B) Assistive devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. 

4. Use of service animals and support persons
Persons with disabilities are permitted to be accompanied by their service animal and keep that animal with them in areas of our premises that are open to the public. 

Persons with disabilities are permitted to be accompanied by their support person in areas of our premises when accessing goods and services provided by Sterling Insurance Adjusters.

5. Notice of Service Disruption
We will provide customers with notice in the event of a planned or unexpected disruption in the services used by people with disabilities.  This notice will include information about the reason for the disruption, how long the disruption is expected to last, and a description of alternative facilities or services if available.
The notice may be placed in public entrance or depending on the nature of the disruption, notice will be provided on email, or telephone recording or on the firm’s website.

6. Training for staff
Sterling Insurance Adjusters 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. 
Training will be provided as soon as practicable upon an individual being assigned applicable duties as well as on an ongoing basis when changes are made to these to Sterling Insurance Adjusters’ policies, practices and procedures.
Training will include:

• A review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirement of Ontario Regulation 429/07;
• How to interact and communicate with people with various types of disabilities;
• How to interact with people with disabilities who use an assistive device, service animal or support person;
• What to do is a person with a disability is having difficulty accessing goods and services;

Sterling Insurance Adjusters customer service policies, practices and procedures relating to the customer service standard.

7. Feedback
The ultimate goal of this policy is to meet good and service delivery expectations while responding to the requests of individuals with disabilities.  Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Sterling Insurance Adjusters shall create and maintain a feedback process.  The process will allow for comments  by telephone, in writing or by delivering text by email, or other reasonable method. 

The feedback process specifies the actions that will be taken by Sterling Insurance Adjusters if complaints are received.