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Customer Service
& Accessibility Policy

AODA Customer Service Policy

ADP Canada Co.’s Employer Services division (“ADP Canada”) is committed to meeting it obligations under the Accessibility for Ontarians with Disabilities Act (the “Act”) and the related Accessibility Standard for Customer Service (the “Customer Service Standard”). ADP Canada’s mission is to provide accessible services to people with disabilities in Ontario and ensuring that people with disabilities have 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 customers.

As part of ADP Canada’s commitment, we will make reasonable efforts to ensure that our policies, procedures and practices are consistent with the following principles:

  • Persons with disabilities will be provided equal opportunity to obtain, use and benefit from ADP Canada’s goods and services;
  • ADP Canada’s goods and services shall be provided in a manner that respects the dignity and independence of persons with disabilities;
  • The goods and services provided to persons with disabilities shall be integrated with the provision to others unless an alternative measure is necessary to allow a person with a disability to benefit from ADP Canada’s goods and services. The alternative measure may be temporary or permanent;
  • Communications with a person with a disability are conducted in a manner that takes the person’s disability into account.

Without limiting ADP Canada’s commitment to accessibility, ADP Canada’s policies and practices with respect to particular considerations are below:

Assistive devices

ADP Canada welcomes individuals with disabilities to use assistive devices to obtain, use or benefit from ADP Canada’s goods or services.

Communication

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

Service Animals

Service animals are welcomed on ADP Canada’s premises. In the event a service animal must be excluded by law, ADP Canada will ensure that other measures are made available to enable the individual to access or use our goods or services.

Support Persons

Support persons are welcomed on ADP Canada’s premises. At no time will any individual with a disability be prevented from having access to their support person while on ADP Canada’s premises. No fee will be charged for support persons.

Notice of Temporary Disruptions

ADP Canada will provide notice in the event of a planned or unexpected disruption to services or facilities used or accessed by people with disabilities. Notices regarding temporary disruptions will include information regarding the reason for the disruption, the anticipated duration of the disruption, and information on any alternative facilities or services, if available. Notice will be provided by posting the information at a conspicuous place at our facilities, on our web site or by another reasonable method based upon the circumstances.

Feedback Process

ADP Canada welcomes feedback on the accessibility of our goods and services. Members of the public can provide feedback to ADP Canada by: (i) emailing ADP Canada at Canada.accessibility@adp.com; (ii) calling ADP Canada at 416-207-2900; (iii) providing in-person feedback to any of ADP Canada’s staff; (iv) or by completing a feed-back form that will be available at ADP Canada’s offices.

Complaints will be addressed according to our organization’s regular complaint management procedures.

Training

ADP Canada will provide training to associates, volunteers and others who may be acting on our behalf, who deal with the public or any other third parties. Training will also be provided to all people who are involved in the development of ADP Canada’s policies, procedures and practices regarding the provision of goods and services.

Training will be provided on an on-going basis to associates as they are assigned applicable duties. Training will also be provided when there are changes to ADP Canada’s policies, practices or procedures.

Training will include:

  • An overview of the requirements under the Act and the Customer Service Standard;
  • ADP Canada’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;
  • How to use the wheelchair lifts, etc., available on-site or otherwise that may help providing goods or services to people with disabilities; and
  • What to do if a person with disability is having difficulty in accessing ADP Canada’s goods and services.

ADP Canada will keep records regarding the training provided, including the dates on which training was provided and the individuals who completed the training.

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