Accessibility Customer Service Plan

Independent Planning Group Inc. and its subsidiary companies; IPG Insurance Inc., Virtuco Technologies Inc. and Brigata Capital Management Inc. who will be referred to as “IPG” are committed to excellence in serving all customers, including people with disabilities. To comply with the Accessibility for Ontarians Disabilities Act, we have implemented policies and procedures and this document provides an outline below:

Assistive devices - Individuals with disabilities may use their own personal assistive devices while obtaining our goods and services.

Communication - IPG will make reasonable efforts to communicate with people with disabilities in ways that take into account their disability. Every reasonable effort will be made by our employees to understand communication barriers, take these into consideration and, when necessary, to ask our customers how best to communicate with them.

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 IPG will notify customers through a clearly posted notice which 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 Independent Planning Group’s front Reception area.

Training for staff

We will provide training to all employees who deal with the public or other third parties on their behalf and those who are involved in the development and approval of customer service policies, practices and procedures.

This training will be provided to staff within 30 days of hire.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • IPG’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 any equipment or device available on our premises for customers.
  • What to do if a person with a disability is having difficulty in accessing IPG’s goods and services.
Staff will also be trained when changes are made to our accessible customer service plan.

Feedback Process

Customers who wish to provide feedback on the way IPG provides goods and services to people with disabilities, can be made via the website at located at the bottom of the main page under Accessibility for Ontarians with Disabilities (AOD A), by email, phone 1-8000-565-9219 ext 232 or inn writing:

Independent Planning Group Inc.
35 Antares Drive
Ottawa, Ontario
K2E 8B1
Attention: Jodi Bodkin

Modifications to this or other policies

Any policy of IPG that does not respect and promote thee dignity and independence of people with disabilities will be modified or removed.