Accessible Customer Service Policy

Statement of Commitment

Masterfile Corporation (“Masterfile”) is committed to excellence in serving all customers including people with disabilities. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility under the Accessibility for Ontarians with Disabilities Act.


“Disability” as per the Ontario Human Rights Code, means:

  • 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.

For the purposes of this policy only, “employees” means every person who deals with members of the public or other third parties on behalf of Masterfile in Ontario.

Providing Goods and Services to People with Disabilities

In fulfilling our commitment, Masterfile is committed to giving persons with disabilities the same opportunity to access our goods and services and to benefit from those services, in a similar way as other clients.


Masterfile will communicate with people with disabilities in ways that take into account their disability.

Assistive Devices

Masterfile will ensure that our employees are trained and familiar with various assistive devices we have on site of that we provide that may be used by customers with disabilities while accessing our goods and services.

Service Animals

Although our facility is not open to the general public, we welcome visitors with disabilities and their service animals.

Support Persons

A person with a disability who is visiting our facility and accompanied by a support person will be allowed to have that support person accompany them on our premises.

Training for Employees

Masterfile will provide training to all employees in Ontario who regularly deal with the public or other third parties on Masterfile’s behalf.

This training will be provided to current applicable staff in conjunction with the implementation of this Policy and all new applicable employees will be provided such training during orientation.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • This Policy: Masterfile’s plan related to the customer service standard.
  • 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 Masterfile’s goods and services.

Employees will also be trained when changes are made to this Policy.

Notice of Temporary Disruption

Masterfile will undertake reasonable efforts to provide customers with notice in the event of a planned or unexpected disruption in the services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative services, if available. This notice may be made available through telephone recordings, temporary signage or postings on the Masterfile website (

Modifications to This Policy

Masterfile is committed to developing and updating customer service policies that respect and promote the dignity and independence of people with disabilities. Accordingly, no changes will be made to this Policy before considering the impact on people with disabilities. Any Masterfile policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.


For more information about this Policy or for questions regarding Masterfile policies, practices and procedures for accessible customer service, please contact the H.R. Administrator at Masterfile Corporation at (416) 929-3000 or

v. 2012.11.29