Accessible Customer Service Policy
The mission of Atrens-Counsel Insurance Brokers (“Atrens”) is to recognize and adhere to the Accessibility Standards for Customer Service.
In fulfilling our mission, Atrens 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 providing to them the benefit of the same services, in the same place and in a similar way as other customers.
We will communicate with people with disabilities in ways that take into account their disability. We will train employees and producers who communicate with customers, on how to interact with people with various types of disabilities.
We are committed to providing accessible invoices to all our customers. Invoices will be provided in the following formats upon request; hard copy, large print and e-mail. We will answer any questions customers may have about the content of the invoice in person, by telephone, by e-mail or by mail.
Use of Service animals and support persons
We are committed to welcoming people with disabilities who are accompanied by a service animal or other third parties on their behalf. We will also ensure that employees and producers are properly trained to communicate with people with disabilities who are accompanied by a service animal.
Disruption of Services
Atrens will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities.
Atrens will provide training to all employees and producers who interact with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer services policies, practices and procedures.
The ultimate goal of Atrens is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way Atrens provides goods and services to people with disabilities can be made verbally in person, by telephone, by e-mail or by mail. All feedback will be directed to the appropriate management team. Customers can expect a response within five business days from the receipt of the feedback.
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 the policy before considering the impact on people with disabilities. Any policy of Atrens that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.