Velocity Injury Law strives to provide excellence in legal services and representation for individuals who have suffered a personal injury as a result of a motor vehicle accident, slip and fall or other serious accidental incident.
We are committed to providing an extraordinary level of personalized service to all our clients.
We are committed to reaching a prompt and fair resolution of all legal situations for each of our clients, whenever possible.
In fulfilling our vision, Velocity Injury Law will at all times strive to provide our services in a way that respects the dignity and independence of persons with disabilities. We are committed to providing persons with disabilities the same access to our services as persons without disabilities. We will work and communicate with each person with a disability to ensure their needs are met and our services are continually accessible to them.
Policies, Practices, and Procedures for Accessible Customer Service
At Velocity Injury Law, we are committed to allowing all individuals who require assistive devices to use their devices on our premises or while accessing our services. Assistive devices may include but not be limited to: mobility devices (e.g. wheel chairs, walkers, crutches), oxygen tanks, FM transmitters, hearing aids, teletypewriters (and services), laptop computers (or similar electronic equipment), data managers, voice recorders, communication boards, speech generating devices, magnifiers, etc.
At Velocity Injury Law, we are committed to communicating with any individual with a disability in a manner that takes into account his or her disability. In order to be effective when communicating with a person who has a disability, we will consider how the disability affects the way the person expresses, receives or processes information. We will ask any person with a disability about the best way to communicate with them and endeavour to ensure that all communication is carried out in that manner with that individual.
Where possible, we will use clear and plain language when creating documents, promotional material or websites that would be accessed by people with disabilities – whether client or general public.
Where possible, we will offer alternative formats of print documents to assist individuals with low vision.
For office meetings, we will attempt to provide a meeting room that is as close as possible to the parking lot to ensure people with physical or visual disabilities need to manoeuvre the shortest distance possible. This may mean booking appointments around the availability of the meeting room that is best suited to meet the client’s needs.
If regular telephone communication is not accessible to someone with a disability to whom we are providing services, we will offer to communicate with such individuals by using Bell Canada’s Relay (phone) or IP Relay (computer) services which allows people with hearing or speech disabilities to communicate with hearing persons by phone or through web-enabled computers with the assistance of trained Bell operators.
We are committed to allowing service animals to accompany anyone with a disability who uses such an animal. This could be people who are blind, deaf, deafened or hard of hearing, or individuals who experience seizures. Service animals are allowed in any area of our office to which the public or our clients have access.
We are committed to allowing people with disabilities who rely on support persons for certain services or assistance to accompany these individuals. For example, if a person requires assistance using a washroom or facilitating communication, the support person would be welcome to our facilities to assist in allowing the person with a disability to access our services.
Where matters are of a confidential nature, such situations will be clearly explained to the person with the disability and their support person prior to the support person being excluded from confidential discussions. It could be that the person with the disability agrees to the support person being present for such confidential meetings.
Our facilities that are open to clients and the general public are accessible for persons with disabilities. We have two parking spots designated for persons with disabilities as well one washroom and automatic door openers at our entrance.
Our parking lot is immediately behind the building, which provides easy access to our entrance and main reception area. There are no barriers such as stairs or multiple levels.
We will discuss with any person with a disability about their preference for holding meetings. If they prefer, we will attempt to book meetings around the availability of meeting rooms that require less manoeuvring through our office.
Our goal at Velocity Injury Law is to exceed expectations with regards to service and the accessibility of our services for our clients. We will provide training for the following individuals (full or part-time, permanent or contractual) who deal with clients or the general public:
- Office manager
- Clerical staff
- Articling students
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
- The Velocity Injury Law plan related to the customer service standard.
- How to interact and communicate with people with various types of disabilities.
- How to interact and communicate with people with disabilities who use assistive devices or require the assistance of a service animal or support person.
- If necessary, how to use equipment or services to better communicate with clients with physical disabilities.
- What to do if a person with a disability is having difficulty accessing our services.
- Staff will be trained when changes or additions are made to our plan.
Posting of these Policies and Procedures:
This policy and procedural document will be posted on our website. If requested, this document can be produced in a different format to allow for reviewing by any person with a disability.
Clients who wish to provide feedback on the way we provide services to people with disabilities may do so through our website, by e-mail, telephone, mail or in person to the Accessibility Officer at our firm.
Feedback will be responded to within 5-business days of receipt by Velocity Injury Law. Confidentiality will be respected.
For further information please refer to O.Reg. 429/07 and any amendments thereto.