Providing Goods and Services to People with Disabilities



To establish guidelines to ensure Town & Country Mutual Insurance Company is accessible to everyone in accordance with Ontario Regulation 429/07 Accessibility Standards for Customer Service.


Town & Country Mutual Insurance Company is committed to excellence in serving all customers including people with disabilities.



This Policy applies to all persons who deal with members of the public or who participate in developing our company's policies, practices and procedures governing the provision of services to the public; including staff, agents and directors .



Town & Country shall meet its duties and responsibilities under Ontario Regulation 429/07 by adhering to the following principles and practices:                                                                ·


1.     Training


Town & Country will ensure that all persons to whom this Policy applies receive train ing as required by the Accessibil ity Standards for Customer Service. The training will be tailored to suit each person's interactions with the public and his or her involvement in the development of policies, procedures and practices pertaining to the provision of services .


The training shall include:


a)     a review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005

b)   the requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/07)

c)     Town & Country's Accessible Customer Service Plan

d)     how to interact and communicate with persons with various types of disabilities

e)     how to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or support person

f)      what to do if a person with a disability is having difficulty accessing the company's goods or services


The training will be provided on an ongoing basis as changes occur to the Town & Country's policies, practices and procedures governing the provision of goods or services to persons with disabilities .


Records shall be kept indicating the date and training provided, and the number of individuals to whom it was provided.

2.           Assistive devices and other Measures that Assist with Accessibility

Town & Country will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services .

In the event a person with a disability is hindered from accessing our goods or services through the use of their own personal assistive device , we may offer a person with a disability other reasonable measures to assist him or her in obtaining, or benefiting from our goods and services, where we have such other measures available.


3.     Communication

Town & Country will communicate with people with disabilities in ways that take into account their disability .


4.     Service animals

Town & Country welcomes people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.


Section 4(9) of the Accessibility Standards on Customer Service indicates that an animal is a service animal if (1) it is readily apparent that the animal is being used for reasons related to a person's disability; or (2) if the person provides a letter from the doctor or nurse confirming that the animal is required for reasons relating to the disability.


5.     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.


6.     Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities , Town & Country 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 shall be posted in a conspicuous place on the premises of the facility or by other reasonable methods, as appropriate .


When the disruption is planned, advance notice will be provided.


7.     Feedback process

Customers who wish to provide feedback on the way Town & Country Mutual Insurance provides goods and services to people with disabilities can do so in the manner deemed most convenient:


Accessibility Coordinator

Town & Country Mutual Insurance Company
79 Caradoc Street North
Strathroy , ON N7G 2M5

Phone - (519) 246-1132 ext. 23

Fax - (519) 246-1115

Email -


All feedback will be kept in strict confidence and will be used to improve customer service. Complaints will be addressed according to our organization 's regular complaint management procedures .