ACCESSIBLE CUSTOMER SERVICE POLICY
Date of Implementation: December 1, 2025
Date of Last Revision: December 1, 2025
- Purpose and Commitment
Doaki Connect Inc. (the “Company”) is committed to providing accessible customer service in a manner that respects the dignity, independence, integration and equal opportunity of people with disabilities, in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and its regulations. This policy applies to the provision of goods and services to the public, not to the goods themselves.
- Scope
This policy applies to (a) all employees, contractors and any other individuals who interact with customers or other members of the public on behalf of the Company in Ontario and (b) all customer service activities carried out at or on behalf of the Company’s Ontario operations.
- Definitions
For the purposes of this policy (a) “Barrier” means anything that prevents a person with a disability from fully participating in society, including physical, architectural, information or communication, attitudinal and technological barriers, as well as a policy or practice, (b) “Disability” includes (i) any degree of physical disability, infirmity, malformation or disfigurement caused by injury, birth defect or illness, including, without limitation, diabetes, epilepsy, brain injury, paralysis, amputation, lack of physical coordination, blindness or visual impairment, deafness or hearing impairment, speech impediment or reliance on a guide dog or other animal, wheelchair or other device, (ii) a condition of mental impairment or a developmental disability, (iii) a learning disability, or dysfunction in understanding or using symbols or spoken language, (iv) a mental disorder and (v) an injury or disability for which benefits were claimed or received under the Workplace Safety and Insurance Act, 1997, (c) “Employee” means any person the Company pays wages or a salary, controls the work of and has the right to control the details of that work, including full-time, part-time, seasonal and contract staff, (d) “Service Animal” means an animal for a person with a disability where it is readily apparent that the animal is used for reasons relating to the disability or the person provides a letter from a physician, nurse or other regulated health professional confirming that the person requires the animal for reasons relating to the disability and (e) “Support Person” means a person who accompanies a person with a disability to help with communication, mobility, personal care, medical needs or access to goods or services.
- Accessible Customer Service Standards
- Communication
The Company will communicate with people with disabilities in ways that take into account their disability. The Company will (a) work with the person to determine what method of communication is most effective for them and (b) provide information in an accessible format or with communication supports upon request, where reasonably possible.
- Assistive Devices
Customers with disabilities may use their own assistive devices to obtain, use or benefit from the Company’s goods and services. Where a customer is unable to access our services using their own assistive device, the Company will (a) use reasonable efforts to provide an alternative method of access that respects the person’s dignity and independence and (b) ensure that employees are aware of any assistive devices available on the premises that may be used by customers, where applicable.
- Service Animals
The Company welcomes people with disabilities who are accompanied by a Service Animal on the parts of our premises that are open to the public, except where otherwise prohibited by law. A customer accompanied by a Service Animal will (a) be permitted to keep the animal with them unless a valid legal restriction applies and (b) be offered an alternative method of service if the Service Animal is excluded from the premises by law.
- Support Persons
The Company welcomes people with disabilities who are accompanied by a Support Person. A customer and their Support Person will (a) be allowed to enter the premises together and (b) not be prevented from having access to the Support Person while receiving services. Where fees apply to events or programs, any applicable fee for the Support Person will be communicated in advance.
- Billing and Documentation
Invoices and other customer documents will be provided in an accessible format or with communication supports upon request, to the extent reasonably possible. The Company will (a) answer questions about the content of invoices or other documents in person, by telephone or by email and (b) work with the customer to determine a suitable accessible format where needed.
- Notice of Temporary Disruptions
The Company will make reasonable efforts to provide notice in the event of a planned or unexpected disruption to facilities or services usually used by people with disabilities. Such notice will (a) include the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if any, that may be available and (b) be posted at the affected location, on the Company’s website or provided by other appropriate means as soon as reasonably practicable.
- Training
The Company will provide training to (a) all Employees and others who deal with the public or other third parties on the Company’s behalf and (b) all individuals who are involved in developing Company policies and procedures. Training will be provided as soon as practicable after the person is hired or otherwise engaged and on an ongoing basis in connection with changes to this policy or other accessibility practices. Training will cover at minimum (a) an overview of the AODA and the requirements of the customer service standards, (b) how to interact and communicate with people with various types of disabilities, (c) how to interact with people with disabilities who use assistive devices, require the assistance of a Service Animal or require a Support Person, (d) how to use any equipment or devices available on the Company’s premises that may help provide goods or services to people with disabilities, where applicable, and (e) what to do if a person with a disability is having difficulty accessing the Company’s goods or services. The Company will keep records of training provided, including dates and the number of individuals trained.
- Feedback and Accessible Formats
The Company welcomes feedback on how it provides goods and services to people with disabilities. Feedback may be provided (a) in person, (b) by telephone, (c) in writing or (d) by email at [insert mailing address, email address and phone number]. The Company will acknowledge feedback and, where a response is required, will respond in a timely manner. Responses and related communications will (a) be provided in an accessible format or with communication supports upon request, where reasonably possible and (b) include information on any corrective actions that are taken, if applicable. This policy and any related procedures will be made available to the public in an accessible format or with communication supports upon request, and notice of this availability will be posted on the Company’s website.
- Modifications to This Policy and Other Policies
The Company is committed to developing and updating policies and procedures in a way that respects and promotes the dignity and independence of people with disabilities. Any Company policy that does not respect and promote the dignity and independence of people with disabilities will (a) be reviewed and (b) be modified or removed as appropriate.
- Multi-Year Accessibility Plan
The Company is committed to preventing and removing barriers and to meeting its accessibility obligations under the AODA. To this end, the Company maintains a multi-year accessibility plan that (a) describes the steps the Company has taken and will take to meet its accessibility requirements, (b) addresses how the Company will provide information and communication in accessible formats and with communication supports upon request, (c) outlines how the Company will provide accessibility training to Ontario Employees on the AODA and the Ontario Human Rights Code as it relates to people with disabilities and (d) sets out how the Company will continue to make feedback processes accessible and provide notice of service disruptions and alternatives. The multi-year accessibility plan will (a) be reviewed and updated at least once every five years and (b) be made available to the public in an accessible format upon request.
