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SquareTrade Canada, Inc.

Customer Service Policy – Providing Goods and Services to People With Disabilities

1. PURPOSE

The purpose of this document is to set forth the policy of SquareTrade Canada, Inc. (“SquareTrade”) regarding the provision of goods and services to people with disabilities, in a manner that is consistent with the principles of independence, dignity, integration and equality of opportunity.

2. DEFINITIONS

Assistive Devices” means any auxiliary aids, such as communication aids, cognition aids, personal mobility aids and medical aids, that are designed or adapted to assist people with disabilities to perform actions, tasks and activities.

Disability” means the corresponding definitions in section 2 of the Accessibility for Ontarians with Disabilities Act, 2005 and section 10(1) of the Ontario Human Rights Code, which include the followings impairments, conditions and disorders:

(a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,

(b) a condition of mental impairment or a developmental disability,

(c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,

(d) a mental disorder, or

(e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Service Animal” means:

(a) any animal that is used by a person with a disability for reasons relating to his or her disability, or

(b) if it is not readily apparent that the animal satisfies (a), any animal for which a person with a disability provides a letter from a physician, nurse or other applicable regulated health professional confirming that the person requires the animal for reasons relating to his or her disability.

Support Person” means any person, whether a paid professional, volunteer, family member, friend or otherwise, who accompanies a person with a disability in order to assist the person with a disability with communication, mobility, personal care, medical needs or accessing goods or services.

3. COMMITMENT

SquareTrade 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 goods and services in a similar way as other customers.

This policy applies to all staff and volunteers of SquareTrade and its affiliates and subsidiaries, and all other individuals that deal with members of the public or other third parties in Ontario on behalf of SquareTrade.

4. PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

SquareTrade is committed to excellence in serving all customers (which includes the employees of customers) including people with disabilities and we will carry out its functions and responsibilities in the following areas:

4.1 Communication

We will communicate with people with disabilities in ways that take into account their disability.

We will ensure that all individuals who communicate with members of the public or other third parties in Ontario on behalf of SquareTrade are trained on how to interact and communicate with people with various types of disabilities.

4.2 Telephone Services

We are committed to providing accessible telephone services to our customers. We will ensure that all individuals who communicate over the telephone with members of the public or other third parties in Ontario on behalf of SquareTrade are trained to communicate in clear and plain language and to speak clearly and slowly.

We will offer to communicate with members of the public or other third parties in Ontario by email or mail if telephone communication is not suitable to their communication needs or is not available. We will also strive to accommodate the needs of individuals who prefer to communicate with us in another format.

4.3 Assistive devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that all individuals who deal with members of the public or other third parties in Ontario on behalf of SquareTrade are trained and familiar with various assistive devices that may be used by people with disabilities while accessing our goods and services.

It is our policy to allow individuals to use their personal assistive devices, including, but not limited to, wheelchairs, walkers, white canes, oxygen tanks, portable chalk boards and electronic communication devices, to access our goods and services. 

We will also strive to offer alternative service methods to people with disabilities, such as assistance by an employee to complete a transaction.

4.4 Billing

We are committed to providing accessible receipts and invoices to all of our customers. For this reason, invoices will be provided in a format to accommodate our customer’s requests, including, but not limited to, in hard copy, email/electronic, and fax.  We will also strive to accommodate customers that request invoices in formats that are not previously mentioned.

5. NOTICE OF TEMPORARY DISRUPTION

We will provide the public with notice in the event of a planned or unexpected disruption in the services in Ontario 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 services if available.

6. TRAINING FOR STAFF

We will ensure that all employees and volunteers, and others who deal with the public or other third parties in Ontario on our behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures, receive the training required by the Customer Service Standards under Part IV.2 of the Integrated Accessibility Standards.

This training will be provided as soon as practicable after staff commence their duties.

Training will include the following:

  • The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • How to interact and communicate with people of 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
  • How to use any assistive devices that SquareTrade makes available to assist with the provision of goods and services to people with disabilities.
  • What to do if a person with a disability is having difficulty in accessing SquareTrade’s goods and services
  • SquareTrade’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.

7. FEEDBACK PROCESS

SquareTrade’s ultimate goal is to meet the expectations of people with disabilities who seek to access SquareTrade’s goods and services. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way SquareTrade provides goods and services to individuals with disabilities can be made by telephone, email, in writing or by submitting an audio recording or electronic text on diskette or other media to:

SquareTrade Canada, Inc.
Attn: Legal Department
600 Harrison Street, Suite 400
San Francisco, CA 94107

We will also strive to accommodate the needs of people with disabilities who prefer to provide feedback in another format or by different means than those listed above.

Each situation will be assessed on a case-by-case basis and SquareTrade will take appropriate measures, if warranted, in the circumstances.

8. MODIFICATIONS TO THIS OR OTHER POLICIES

We are 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. Any policy of SquareTrade that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

9. QUESTIONS ABOUT THIS POLICY

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, SquareTrade at the address identified above.

10. REQUESTING DOCUMENTS IN ACCESSIBLE FORMATS

This policy and other documents referred to in this policy are available in multiple accessible formats upon request. The accessible formats include, but are not limited to hard copy, email/electronic, and fax. We will also strive to accommodate customers that request invoices in formats that are not previously mentioned.

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