The Manitoba Law Foundation

Accessibility Policy

The Manitoba Law Foundation’s accessible customer service policy is consistent with the principles of independence, dignity and equality of opportunity for people with disabilities.

We are committed to The Accessibility for Manitobans Act and its customer service regulation. This policy reflects ongoing practices and measures of the eight requirements of the Customer Service Standard. Any current or future policy or practice not respecting and promoting the principles of dignity, independence, integration and equal opportunity for people with disabilities, will be reviewed, modified or removed.

1. Communication and information

To determine the barrier, we ask the customer what method of communication works. We communicate with people disabled by barriers in ways that consider the nature of the barrier.

In practice this means that:

  • We will:

– Have patience and find a quieter space if required.

– Have easy to read fonts and plain language documents.

– Have paper and pen available if required.

  • All publications will include, “This publication is available in alternate formats upon request.
  • The website will offer that documents are available in alternate formats if required.

2. Assistive devices

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities. In cases where the assistive device presents significant and unavoidable health or safety concerns, we will attempt to use other measures to ensure the person with a disability can access our goods, services or facilities.

In practice this means that:

  • Staff is trained and familiar with the various assistive devices that we provide to customers to ensure access to our goods, services or facilities.

3. Support persons

We welcome customers accompanied by a support person.

In practice this means that:

  • Training includes appropriate interaction of staff with customers accompanied by support persons. For example, staff will address the customer, unless requested to do otherwise.

4. Service animals

We are committed to meeting the requirements of Manitoba’s Human Rights Code and welcome customers accompanied by service animals. The Human Rights Code (Manitoba) defines a service animal to be “an animal that has been trained to provide assistance to a person with a disability that relates to that person’s disability.”

A service animal can often be identified through visual indicators, such as its harness or vest, or through the assistance it is providing. In some cases, a person’s disability may prevent the individual from maintaining physical control of the animal. Then, the person is expected to maintain control of the animal through voice, signal or other means.

In practice this means that:

  • When it is not easy to identify if an animal is a service animal, staff may ask:

– Is the animal assisting you?

– What assistance has the animal been trained to provide related to your disability?

  • Staff will not pet, feed or play with a service animal without permission of its handler.
  • Training ensures staff understands the rights of persons accompanied by service animals.

5. Maintain Barrier Free Access

We are committed to maintaining barrier free access to our goods and services.

In practice this means that we maintain barrier free access and ensure accessible features are available as intended by:

  • keeping hallways, ramps and waiting meeting rooms clear of clutter such as boxes.
  • allowing space for mobility devices.

6. Notice of temporary disruption

In the event of a planned or unexpected disruption of services or facilities affecting customers disabled by barriers, we will promptly post notices and, when possible, announce the disruption. A clearly posted notice or announcement will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

7. Feedback process

We welcome feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

In practice this means that:

  • Customers can provide feedback in the following ways:

– email

– phone

  • We will provide customers accessible feedback formats and communication supports on request.
  • All feedback is directed to the Executive Director. Receipt of feedback will be acknowledged as soon as possible and customers can expect to hear back in 30 days.

8. Training

All staff receive training on accessible customer service and new employees are trained within 30 days of being hired.

Training includes the purpose of The Accessibility for Manitobans Act and the requirements of this policy and how to interact and communicate with people disabled by barriers, including persons who use an assistive device or require the assistance of a service animal or a support person. If there are any changes to our accessible customer service policies, we will inform and train staff on those changes.