Accessibility Standards for Customer Service

Wi-LAN Inc. Accessibility Standards for Customer Service, November 2012
(the “Standards”)


Introduction
These Standards are intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005 (together “AODA”). The provision of all goods and services by Wi-LAN Inc. (“WiLAN’) to Customers shall adhere to the principles of dignity, independence, integration and equal opportunity.

Definitions

Assistive Device – means any device or apparatus used by a Customer with a Disability in order to assist such person with communication, mobility, personal care or medical needs or as defined in Ontario Regulation 429/07;

Customer – means any member of the public or any person with which WiLAN does business or as defined in Ontario Regulation 429/07;

Disability or Disabilities – is as defined by AODA and the Ontario Human Rights Code:

• any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a Service Animal or on a Assistive Device;

• a condition of mental impairment or a developmental disability;

• a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;

• a mental disorder; or

• an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997;
or as defined in Ontario Regulation 429/07;

Service Animal – is any animal that is used by a person for reasons relating to his or her Disability or as otherwise defined in Ontario Regulation 429/07.

Support Person – means, in relation to a Customer with a Disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with that Customer’s access to goods and services or as otherwise defined in Ontario Regulation 429/07.

The Provision of Goods and Services to Customers with Disabilities

WiLAN will ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

• ensuring that all Customers receive the same treatment, value and quality of service;

• allowing Customers with Disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;

• using alternative methods when possible to ensure that Customers with Disabilities have access to the same services, in the same place and in a similar manner;

• taking into account individual needs and a Customer’s Disability when providing goods and services; and

• communicating in a manner that takes into account the Customer's Disability.

Assistive Devices and Service Animals

WiLAN will accommodate any Assistive Devices which are necessary for any Customer or otherwise in keeping with AODA or applicable law. A Customer with a Disability that is accompanied by Service Animal will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to Service Animals.

Support Persons

If a Customer with a Disability is accompanied by a Support Person, WiLAN will ensure that both persons are allowed to enter the premises together and that the Customer is not prevented from having access to the Support Person. In situations where confidential information might be discussed with such Support Person, consent will be obtained from the Customer, prior to any conversation where confidential information might be discussed.

Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of WiLAN. In the event of any temporary disruptions to services that Customers with Disabilities rely on to access or use WiLAN's services, if any, reasonable efforts will be made to provide advance notice on WiLAN’s web-site. In some circumstances advance notice may not be possible. In the event that a notification can be posted, such notice will be posted clearly on the Wi-LAN web-site and will provide information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Feedback Process

Customers with Disabilities are welcome to provide feedback verbally (in person or by telephone) or in writing (hand written, delivered, or email). Customers can submit feedback via email to the AODA Standards Supervisor at legal@wilan.com or by phone at 613-688-4900 or by mail at 303 Terry Fox Drive, Suite 300, Ottawa, ON, K2K 3J1 Canada. Any Customer can ask for a more accessible version of the Standards from WiLAN. Any requests and/or feedback will receive timely acknowledgement, along with a description of any resulting actions.

Training
Accessible Customer service training will be provided on an ongoing basis to all applicable WILAN employees or service providers who interact with the Customers, as required in AODA.


Training includes:

• a review of AODA and its purposes including internal related policies and procedures;

• how to individually assist, interact and communicate with Customers with different Disabilities, including those who require Assistive Devices, Service Animals or Support Persons;

• learning how to employ any Assistive Devices that are on WiLAN premises which may assist Customers with Disabilities.


Revised training will be provided in the event of changes to legislation, procedures and/or practices. WiLAN will keep a record of training that includes the dates training was provided and the names of employees who attended the training.

Review/Revision of the Standards

WiLAN is committed to ensuring that these Standards and related procedures and training will be reviewed and updated as required by any feedback or in the event of legislative changes and that any WiLAN policies or procedures that are contrary these Standards are subjected to review. 

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