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Accessible Customer Service Policy

Policy statement


Starlight Investments Capital LP (“Starlight”) will endeavour to provide its goods and services in a way that respects the independence and dignity of all persons, and encourages integration and equality of opportunity. Starlight is committed to preventing, identifying and removing barriers that impede the ability of persons with disabilities to access its goods and services.

Background


The Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”) was created with the goal of developing and enforcing standards to improve accessibility for people with disabilities across Ontario. Starlight’s Accessible Customer Service Policy has been established in order to meet the requirements of the AODA and its regulation, the Accessibility Standards for Customer Service.

Definitions


“assistive devices” – Devices that include technical aids, communication devices, medical aids and other supports that are used by persons with disabilities to enable them to carry out the activities of daily living.

“disability” – As defined by the Ontario Human Rights Code, a disability is:

  • any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
  • a condition of mental impairment or a developmental disability,
  • a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  • a mental disorder, or
  • an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
“service animal” – An animal used by a person with a disability for reasons relating to his or her disability where it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or where the person provides a letter from a physician or nurse confirming that he or she requires the animal for reasons relating to his or her disability.

“support person” – A person who accompanies a person with a disability in order to help with communication, mobility, personal care or medical needs, or with access to goods or services. A support person can be a paid professional, a volunteer, a friend or a family member.

Communication


Starlight will communicate with persons with disabilities in ways that take into account their disability and respects their dignity.

Assistive devices


Starlight is committed to serving people with disabilities who use assistive devices to access its goods and services. Persons with disabilities may use their assistive devices as required in accessing goods and services provided by Starlight. Exceptions may occur if Starlight determines that the assistive device may pose a health and safety risk to the person with a disability or to others. In such cases, Starlight will make every effort to ensure that other measures are made available to enable the person with a disability to access Starlight’s goods and services.

It is the responsibility of the person using the assistive device to ensure that the assistive device is operated in a safe and controlled manner at all times.

Support persons


Starlight is committed to serving people with disabilities who are accompanied by a support person in order to access its goods and services. Any person with a disability who is accompanied by a support person will be allowed to enter Starlight’s 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 Starlight’s premises.

Starlight may require a person with a disability to be accompanied by a support person while on Starlight’s premise in situations where it is necessary to protect the health and safety of the person with a disability or the health and safety of others on the premises.

Service animals


Starlight is committed to welcoming persons with disabilities who are accompanied by a service animal when accessing its goods and services on the parts of its premises that are open to the public and other third parties. It is the responsibility of the person using the service animal to ensure that the service animal is kept in control at all times. If a service animal is excluded from Starlight’s premises by law, we will make every effort to ensure that other measures are made available to enable the person with a disability to access Starlight’s goods and services.

Service disruptions


Where there is a temporary disruption to services, Starlight will take reasonable steps to notify persons with disabilities who might be affected by the disruption. In particular, Starlight will identify the reason for the disruption, its anticipated length and information about alternative services. Notice may be provided by posting the information on the Starlight Investments Capital website.

Availability of documents


All documents that detail Starlight’s accessibility policies and procedures will be posted on the Starlight Investments Capital website, as appropriate, and will be made available upon request. Starlight will make every effort to make the information available to persons with disabilities in a format that takes into account the person’s disability.

Training for staff


Starlight will train all employees, volunteers and others who deal with the public or third parties on Starlight’s behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. The training will include:

  • an overview of the AODA and the requirements of the Accessibility Standards for Customer Service,
  • 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,
  • what to do if a person with a disability is having difficulty in accessing Starlight’s services, and
  • Starlight’s policies, practices and procedures relating to the Accessibility Standards for Customer Service.

Training will also take place on an ongoing basis when changes are made to Starlight’s policies, practices and procedures.

Feedback process


Starlight welcomes feedback on the ways in which it provides customer service to persons with disabilities. Individuals are encouraged to provide their feedback, including any questions or comments directly to Starlight’s Director, Advisor and Investor Excellence, who will be responsible for investigating the matter and determining the actions to be taken.
In all cases, every effort will be made to respond to the feedback in a timely and effective manner.

Individuals may submit feedback to the Director, Advisor and Investor Excellence as follows:

Mail:
Starlight Capital
3280 Bloor Street West, Suite 1400
Toronto, Ontario, Canada
M8X 2X3
Attention: Director, Advisor and Investor Experience
Email: info@starlightcapital.com
Telephone: 416 855 3284 / 1 833 752 4683
© Copyright 2018 Starlight Investments Capital LP. All Rights Reserved.

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