Accessible Customer Service Plan

Our Commitment

fmi*igf strives at all times to provide its services in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our services in the same place and in a similar way as other members.

Providing Goods and Services to People with Disabilities

fmi*igf is committed to excellence in serving all clients, including people with disabilities, and we will carry out our functions and responsibilities in the following areas:


We will communicate with people with disabilities in ways that take into account their disability.

We will provide appropriate training for staff on how to interact and communicate with people with various types of disabilities.

Telephone Services

We are committed to providing fully accessible telephone service to our clients. We will train staff to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly.

We will offer to communicate with clients by email if telephone communication is not suitable for their communication needs.

Assistive Devices

We are committed to serving people with disabilities who use assistive devices to access our offerings. We will ensure that our staff are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our services.

Access to the National Office

Our office access is equipped with an automated door. We recommend that anyone requiring the use of the automated door to call the office at least 15 minutes prior to arriving to ensure the door has been activated. You may contact office staff from Monday to Friday during normal work hours, from 8:30 am to 4:30 pm, at 613-569-1158 or via email at


We are committed to providing accessible invoices to all of our clients. For this reason, invoices will be provided in the following formats upon request: hard copy, large print or email.

We will answer any questions clients may have about the content of the invoice in person, by telephone or email.

Use of Service Animals

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties or such other areas as may be necessary depending upon the circumstances. We will also ensure that all staff are properly trained on how to interact with people with disabilities who are accompanied by a service animal.

Support Persons

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter the fmi*igf premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Notice of Temporary Disruption

fmi*igf will provide clients with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

The notice will be placed at the main office entrance of our premises, and will also be posted on our website.

Our landlord, District Realty, will also be posting on the building doors when the elevators are not accessible and inform us as soon as they can.

Training for Staff

fmi*igf will provide training to all employees or other third parties on its behalf, and all those who are involved in the development and approval of customer service policies, practices and procedures. All office staff in all positions will be trained. Training will be provided as part of the employee orientation program and be completed within three months of an employee’s commencement of duties.

Training will include the following:

  • The purposes of AODA and the requirements of the customer service standard.
  • How to interact and communicate with people with various types of disabilities.
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
  • What to do if a person with a disability is having difficulty in accessing fmi*igf services.
  • Staff will be trained on policies, practices and procedures that affect the way services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
  • Our third party service providers will guarantee their staff are trained as well.

Feedback Process

The ultimate goal of the fmi*igf is to meet client expectations while serving clients with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way fmi*igf provides services to people with disabilities can be made in person, by email, by fax, in writing or verbally. All formal feedback will receive a formal written answer no later than 15 work days after its reception, whenever practicable. All feedback can be directed to Danielle Belair, Financial Officer at

Modifications to This or Other Policies

We are committed to developing client service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.

Questions About This Policy

This policy exists to ensure accessible service to clients with disabilities. If anyone has a question about the policy, inquiries should be referred to, Danielle Belair, Financial Officer, 613-569-1158 or