Manitoba Accessible Customer Service Policy
ACCESSIBLE CUSTOMER SERVICE POLICY
This Accessible Customer Service Policy (the “Policy”) has been developed to ensure that Artis REIT (“Artis”) provides equal customer service for people with disabilities.
Artis is committed to identifying, removing and preventing barriers for people with disabilities when accessing Artis’s goods, services and facilities (the “Artis Services”). If a barrier to accessing Artis Services cannot be removed, Artis seeks to provide alternate means to access said Artis Services.
This Policy is in compliance with the Customer Service Standard Regulation under The Accessibility for Manitobans Act.
Artis will make reasonable efforts to ensure that, when communicating with a person who self-identifies as being disabled, the communication is done in a manner that takes into account the disability and finds alternative formats to communicate appropriately.
- ASSISTIVE DEVICES:
A person who uses assistive devices when accessing Artis Services will be reasonably accommodated. The provision and safe use of an assistive device is the sole responsibility of the person using the assistive device.
In cases where an assistive device presents a significant or unavoidable health or safety concern or may not be permitted for other reasons, Artis will strive to use other reasonable measures to ensure that the person disabled by a barrier can access Artis Services.
- SUPPORT PERSON:
A support person may accompany a person who is disabled when accessing Artis Services.
If a support person is required to pay an amount to be admitted to, or be present at our premises, Artis REIT will ensure that advance notice is given of the amount payable, in respect of the support person.
- SERVICE ANIMALS:
A person who requires a service animal may be accompanied by a service animal when accessing Artis Services. In cases where the presence of a service animal presents a significant or unavoidable health or safety concern or may not be permitted for other reasons or may be excluded by law, Artis will strive to use other measures to ensure that the person can access Artis Services.
The person who is accompanied by a service animal is solely responsible for the care, control, safety and clean-up of the service animal at all times. If it is not readily apparent, Artis may request verification that the animal is a service animal and is being used in connection with the person’s disability.
- NOTICE OF TEMPORARY DISRUPTION:
Artis will provide prompt notification to the public if an accessibility feature related to Artis Services is temporarily unavailable. A notice will be posted that will include information about the reasons for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be posted on the Artis REIT website or by other means that may be appropriate in the circumstances.
Artis will train any staff responsible for providing Artis Services to the public and all staff who are responsible for this Policy, as soon as reasonably practical.
Training will include instruction about (i) how to interact and communicate with persons disabled by barriers, (ii) how to interact with persons disabled by barriers who use an assistive device or require the assistance of a support person or service animal, (iii) how to use any equipment or assistive devices that may be available to assist persons disabled by barriers, and (iv) what to do if a person disabled by a particular barrier is having difficulty accessing a good or service; and (b) a review of The Human Rights Code, the Act and this regulation.
Please be advised that a free online platform has been launched to assist organizations to meet the training requirement. For more information, visit: The Accessibility for Manitobans Act Learning Portal (amalearningmb.ca).
Artis welcomes feedback on its accessible customer service and this Policy. Anyone who wishes to provide feedback may do so by contacting:
600 – 220 Portage Avenue
The Accessibility Coordinator will review the feedback and work towards resolution, as appropriate. A response acknowledging receipt of the feedback/concern will be provided within 10 business days.
Responses to feedback about accessibility will be provided in a manner that is appropriate in the circumstances and is suitable for persons who are disabled by barriers. In addition, the company will document the actions resulting from the feedback, and make this documentation available on request.