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INFORMATION

ACCESSIBLE CUSTOMER SERVICE PLAN

BV Accounting & Tax Professional Corporation is committed to excellence in serving all customers including people with disabilities.

Assistive devices
We 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.

Communication
We will communicate with people with disabilities in ways that take 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. We will not charge a fee for support persons.

We will notify customers of this through a notice posted on our premises and by individual enquiry.

Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities at 140 First Street N, Unit 2, Gravenhurst, Ontario, BV Accounting & Tax Professional Corporation 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.

This notice will be placed at the front window of our office and at the Gravenhurst Post Office.

Training for Staff
BV Accounting & Tax Professional Corporation will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.

Individuals in the following position will be trained:
• Reception
• Tax Professionals
• Accountants
• Bookkeepers

This training will be provided to staff within two (2) weeks of employment and will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• BV Accounting & Tax Professional Corporation’s plan related to the customer service standard.
• 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 BV Accounting & Tax Professional Corporation’s goods and services
• Staff will also be trained when changes are made to the plan.

Feedback process
Customers who wish to provide feedback on the way BV Accounting & Tax Professional Corporation provides goods and services to people with disabilities an provide verbal feedback or email bonnie@gravenhurstaccounting.com.

All feedback will be directed to Bonnie Vanderende, CPA, CGA and can expect to hear back within five (5) days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies
Any policy of BV Accounting & Tax Professional Corporation that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.