Accessibility Standard for Customer Service


Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Coldwell Banker Momentum Realty Brokerage is committed to excellence in serving all customers including people with disabilities.

Assistive devices   We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

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

Service animals We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support persons A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of temporary disruption In the event of a planned or unexpected disruption to services or facilities for customers with disabilities , Coldwell Banker Momentum Realty Brokerage will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed at all locations affected and/or communicated electronically with our sales representatives.

Training for staff Coldwell Banker Momentum Realty brokerage will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained: Sales representatives and administrative staff.  Training will include: An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard Coldwell Banker Momentum’s accessible customer service plan. 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 How to use the devices  available on-site or otherwise that may help with providing goods or services to people with disabilities. What to do if a person with a disability is having difficulty in accessing Coldwell Banker Momentum Realty’s goods and services Staff will also be trained when changes are made to your accessible customer service plan.

Feedback process Customers who wish to provide feedback on the way Coldwell Banker Momentum Reatly Brokerage provides goods and services to people with disabilities can email momentum@therightagent.com . All feedback will be directed to the Broker of Record. Customers can expect to hear back as soon as possible. Complaints will be addressed according to our organization’s regular complaint management procedures. Modifications to this or other policies Any policy of Coldwell Banker Momentum Realty Brokerage that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

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Coldwell Banker Momentum Realty Brokerage
St. Catharines, ON
Phone: 905-935-8001
Fax: 905-935-2764
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