Accessible Customer Service
Maple Mutual Insurance strives to provide equal treatment and benefit through its services. We are committed to removing barriers to access for people with disabilities and welcome feedback about how we can improve our customer service. All goods and services provided by Maple Mutual Insurance Company shall follow the principles of dignity, independence, integration and equal opportunity.
Maple Mutual Insurance accommodates the use of personal assistive devices that enable a person with a disability to access our services and facilities. Assistive devices include and are not limited to: GPS, mobility devices, personal oxygen tanks, mini pocket recorders and communication boards.
Maple Mutual Insurance recognizes a person’s right to have their service animal with them at all times. Service animals are permitted to be with their person while on the premises.
When a person with a disability is accompanied by a support person, Maple Mutual Insurance employees, directors, agents and third-party contractors will ensure that both persons are permitted to enter the premises. Confidentiality will be maintained and we would never impede a person with a disability’s access to her or his support person while on the premises.
A support person is a person who accompanies the person with a disability in order to help with communication, mobility, personal car or medical needs or to help with access to goods or services. The support person can be a paid support worker, volunteer, a friend or family member.
Maple Mutual Insurance reserves the right to waive the admission fee to any event or function for a support person who is accompanying a person with a disability. If Maple Mutual Insurance is charging an admission fee in connection with a support person’s presence at an event or function, we will post a notice providing information in advance about the amount that is payable.
When communicating with a person with a disability, North Kent Mutual is wholly committed to doing so in a manner that is respectful and dignified.
Notice of Service Disruption
If there is a temporary disruption in the availability of a service or facility that supports access by people with disabilities, Maple Mutual Insurance will post a notice of the reason for the disruption, the date(s) of disruption, the anticipated duration of the disruption and a description of alternative facilities or services that are available. At minimum, this notice will be posted in a conspicuous place at the affected premises and may also be posted on Maple Mutual Insurance’s websites as appropriate.
Maple Mutual Insurance is committed to ensuring that its employees, agents and directors who deal with the public receive training on accessible customer service. We will take all reasonable precautions to ensure that third-party contractors who deliver goods and services on behalf of Maple Mutual Insurance meet the requirements of the Accessibility Standards for Customer Service.
Maple Mutual Insurance’s training plan includes information on the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements for Accessibility Standards for Customer Service. Managers and/or Human Resources ensure that training records are maintained, including dates when training is provided and the number of employees who receive training.
All documentation on Maple Mutual Insurance’s websites can be provided to individuals in an alternate format upon request.
Feedback and Comments on Policy
Public feedback regarding accessibility and/or comments regarding the policy may be provided in person, by telephone, in writing or by email or other electronic means. Feedback received by Maple Mutual Insurance will be responded to within seven (7) days, documented and tracked.