Statement of Commitment

Stewart Title is committed to treating all people in a way that allows them to maintain their dignity and independence.  We believe in integration and equal opportunity.  We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility.

Stewart Title has developed a Multi-Year Accessibility Plan which, together with this Policy, will be posted on our website and reviewed every five years.

Accessible emergency information

We are committed to providing employees with disabilities with individualized emergency response information.

Training

We will provide training to employees and other staff members on accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees and other staff members.

Information and communications

We are committed to meeting the communication needs of people with disabilities.

We offer persons with disabilities various options for providing feedback (and any communication that results from the feedback) including by phone, fax, email, in person, or by regular mail.

We provide accessible formats and communication supports for persons with disabilities, including, but not limited to CD-ROM, Braille, large print etc., in a timely manner that takes into account the person’s accessibility needs due to disability and at a cost that is no more than the regular cost charged to other persons.

We consult with the person making the request in determining the suitability of an alternative format or communication support.

Employment

Stewart Title is committed to inclusive and accessible employment practices that attract and allow us to retain talented employees. To achieve this, we accommodate people with disabilities both during recruitment and throughout their employment with Stewart Title.

Design of public spaces

We will meet the Accessibility Standards for the design of public spaces when building or making major modifications to the waiting areas of our Toronto office.

Accessibility Policy and Providing Goods and Services to People With Disabilities

Our mission and commitment

Stewart Title is committed to providing accessible customer service to individuals with disabilities and we strive at all times:

• To provide our goods and services in a way that respects the dignity and independence of individuals with disabilities
• To provide opportunities to individuals with disabilities, similar to that given to other customers, to obtain, use and benefit from the same goods and/or services

Providing goods and services to people with disabilities

Stewart Title is committed to excellence in serving all customers, including individuals with disabilities, and we carry out our functions and responsibilities in the following manner:

1. Communication
   We communicate with individuals with disabilities in ways that take into account their disability by training our employees on how to interact and communicate with our customers in a variety of ways.
   
   
2. Telephone services
   We are committed to providing fully accessible telephone service to our customers.  We train employees to communicate with customers in clear and plain language and to speak clearly and slowly over the telephone.
   
   We also offer to communicate with customers by e-mail, if telephone communication is not suitable to their communication needs, or is not available.
   
   
3. Assistive devices
   We recognize that some individuals with disabilities require the use of assistive devices in order to access our services.
   
   We will engage with the individual to determine how best we can assist a customer with his or her assistive device.  We respect the personal-space of the customer and ask permission before providing aid with any assistive device, unless in an emergency.
   
   Should an individual with a disability be unable to access our services through the use of their own personal assistive device, based upon the individual’s requirements, we will determine alternative service delivery options to meet the needs of the customer and to ensure that the customer is able to obtain, use or benefit from our services.
   
   
4. Billing
   We are committed to providing accessible invoices to all of our customers.  For this reason, invoices will be provided in the following formats upon request:  hard copy, large print, electronic format or by email.  We will answer any questions customers may have about the content of the invoice in person, by telephone or by e-mail.
   
   
5. Use of service animals and support persons
   Stewart Title recognizes that some individuals with disabilities may require the use of guide dogs or other service animals in order to access services.  Customers who are accompanied by a guide dog or other service animal are permitted to enter and to keep with them their service animal in the common areas of our premises, unless the animal is otherwise excluded by law from our premises. We will not interact with a service animal without permission of the owner/handler, unless in an emergency.
   
   Stewart Title further recognizes that some individuals with disabilities rely on support persons for assistance while accessing services.  A customer who is accompanied by a support person will be allowed to enter our premises together with the support person and will not be prevented from having access to the support person while on our premises at no additional cost.
   
   
6. Notice of temporary disruption
   Stewart Title will provide customers with notice in the event of a planned or unexpected disruption affecting access to facilities or services usually used by individuals with disabilities at our premises.  This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available.  This notice will normally be posted on the premises, where appropriate in the circumstance.
   
   
7. Training of staff
   Stewart Title provides training to all employees about the provision of services to individuals with disabilities.
   
   Employees are trained on policies, practices and procedures that affect the way services are provided to individuals with disabilities.  Employees are also trained on an ongoing basis when changes are made to these policies, practices and procedures.
   
   Training includes the following:
   
   • Review of Stewart Title’s policies, practices, and procedures relating to the customer service standard
   • How to interact and communicate with individuals with various types of disabilities as well as interacting in a manner that is respectful of their disability
   • How to interact with individuals with disabilities who use an assistive device or require the assistance of a service animal or a support person
   • What to do if an individual with a disability is having difficulty in accessing Stewart Title’s services
   
   
8. Feedback, complaints, questions or for more information
   The ultimate goal of our company is to meet and surpass customer expectations while serving individuals with disabilities.  Any feedback, complaints, questions or requests for more information should be directed to:

   By Phone	(416) 307-3300 or (888) 667-5151 toll free
   By Fax	(416) 981-7214 or (888) 292-1388 toll free
   By Email	[email protected]

    

   Please click on the link if you wish to use our Accessibility Feedback Form.
   
   

9. Modifications to this or other policies
   Stewart Title is committed to developing customer service policies that respect and promote the dignity and independence of individuals with disabilities.  Therefore, no changes will be made to this policy before considering the potential impact on individuals with disabilities.
   
   Any policy of ours that does not respect and promote the dignity and independence of individuals with disabilities will be modified or removed.