1. Our mandate
The mandate of the Mutual Fund Dealers Association of Canada (MFDA) is to enhance investor protection and strengthen public confidence in the Canadian mutual fund industry.
2. Our commitment
In fulfilling our mandate, the MFDA 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 and allowing them to benefit from the same services, in the same place and in a similar way as other members of the public, in accordance with the Accessibility for Ontarians with Disabilities Act, 2005.
3. Providing services to people with disabilities
The MFDA is committed to excellence in providing services to all members of the public, including people with disabilities and we will carry out our functions and responsibilities in the following areas:
We will make reasonable efforts to communicate with people with disabilities in a manner that takes into account their disability. We will train staff on how to interact and communicate with people with various types of disabilities.
Where possible, we will provide our publications in alternative formats, upon request, in a timely manner, dependent upon document specifications (e.g. length of document, format required, etc.).
3.3 Telephone services
We are committed to providing fully accessible telephone service to all members of the public. We will train staff to communicate over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with people by email if telephone communication is not suitable to their communication needs or is not available.
3.4 Assistive devices
We are committed to providing services to people with disabilities who use assistive devices to use or benefit from our services. We will train our staff on the various assistive devices that may be used by people with disabilities while accessing our services.
We will also ensure that staff know how to use the assistive devices that are available on our premises. The following assistive devices have been installed or are available in our Toronto office location:
Building common areas:
- Automatic door operators have been installed at both the street entrance and mall entrance to our building.
- The building lobby has wheelchair elevators/lifts at both the street entrance and mall entrance. Assistance in using these devices is immediately available by pressing the contact button located at the lifts.
- Elevator surrounds have raised lettering and Braille signage to indicate floor numbers.
- Elevator interiors have raised numeric pad for floor selections.
- Audio notification is provided at each elevator lobby to indicate elevator direction (one ring tone for up two ring tones for down).
Within the MFDA premises:
- Door bells are available if persons need assistance with opening the doors on both the 9th and 10th floors.
- There are also accessible washroom stalls located in both the men’s and women’s washrooms located on the 9th and 10th floors.
- Stand-alone unisex accessible washrooms are located on the 17th floor, 14th floor and 21st floor – access by the public can be obtained by asking at Reception located on the 17th floor.
- Hearing rooms’ witness stand, counsel’s table, and hearing room seating are all wheel chair accessible.
4. Use of service animals and support persons
We are committed to welcoming people with disabilities who are accompanied by a guide dog or other service animal to the areas of our premises that are open to the public and other third parties, unless such animals are otherwise excluded by law. Where an animal is not allowed by law, alternate options will be explored to provide service to the person with a disability when possible. People who are accompanied by a guide dog or other service animal are responsible for maintaining care and control of the animal at all times.
For the purposes of this policy, the “guide dog” refers to a dog trained as a guide for a blind person that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, and an animal will be treated as a “service animal” if: (a) it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or (b) the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to his or her disability.
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 MFDA 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. For the purposes of this policy, a “support person” means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or access to services. Please note that in the enforcement context (including case assessment, investigation and discipline hearings), the MFDA reserves the right to require proof that certain support persons (such as interpreters, including sign language interpreters) are duly accredited and/or independent, and/or to appoint a support person satisfactory to the MFDA.
5. Notice of temporary disruption
The MFDA will provide 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 in our reception area and on our website. In some circumstances such as unplanned temporary disruptions, advance notice may not be possible.
6. Training for staff
The MFDA will provide training to all employees. Training will include the following:
- The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 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.
- Availability of assistive devices available on our premises.
- What to do if a person with a disability is having difficulty in accessing the MFDA’s services.
- The MFDA’s policies, practices and procedures relating to the customer service standard.
This training will be provided when staff commence their duties. All staff will be required to confirm that they have been trained in the MFDA’s accessibility policies, practices and procedures. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
7. Feedback process
The MFDA is committed to service excellence and welcomes feedback. If there is a specific accommodation request, or feedback about the level of service received, the MFDA encourages feedback as soon as possible. MFDA staff are on hand to provide information and appropriate resources, depending on the nature of the questions. This free service is open to the public Monday to Friday between 8:30 a.m. and 5:00 p.m. Call toll-free: 1-888-466-6332, or submit an on-line inquiry via our website at www.MFDA.ca. Feedback is also accepted in writing or in person at 121 King St. W., Suite 1000, Toronto, ON M5H 3T9.
Accommodation requests and feedback regarding our delivery of services will be assessed on a case-by-case basis and the MFDA will make its best efforts to respond effectively and in accordance with the principles established under the Accessibility for Ontarians with Disabilities Act, 2005 and theOntario Human Rights Code. We are committed to responding to any complaints within 15 business days.
8. Modifications to this or other policies
We are committed to developing accessible services 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. All policies of the MFDA will respect and promote the dignity and independence of people with disabilities.
9. Questions about this policy
This policy exists to achieve services excellence to people with disabilities. Questions about this policy may be referred to Membership Services at 1-888-466-6332 or firstname.lastname@example.org or the Human Resources Department at 416-361-6332 or email@example.com.