Last Update: November 11, 2017
QuadReal Property Group (“QuadReal”) is committed to providing a respectful, welcoming, and inclusive environment to all our employees with disabilities. QuadReal, as a landlord, is also committed to providing ready access to all who use the common areas of the buildings we manage, and the services we provide.
Our Customer Service Standard
QuadReal is committed to ensuring all services we provide and promote are derived through principles of dignity, independence, integration, and equal opportunity.
When communicating with an individual with a disability, QuadReal employees will consider the individual’s needs and circumstances upon request. All communication will be provided in a manner that respects the dignity and independence of individuals with disabilities.
In the event a person with a disability is hindered from accessing any goods or services offered, QuadReal employees will use their best efforts to deliver the same service in another way, upon request.
QuadReal is committed to providing accessible telephone service to all those with whom we conduct business. If telephone communication provides a barrier to a person with a disability, QuadReal will offer to communicate by e-mail or fax.
QuadReal welcomes individuals with disabilities who are accompanied by a Service Animal. If a Service Animal is excluded by law, QuadReal employees will provide assistance to ensure that the individual is able to access QuadReal services where possible.
Any person with a disability who is accompanied by a Support Person may access any of our services and facilities with their Support Person.
Notice of Temporary Disruptions
QuadReal will provide notice when there is a temporary disruption in services or facilities that people with disabilities usually rely upon. This notice will include information about the reason for the disruption, its anticipated duration, and, if applicable, a description of alternative facilities or services that may be available. Notice will be provided by a variety of methods, depending on the circumstances, and may include postings in conspicuous places such as in the entrances, lobbies and elevator banks of our managed buildings.
Training for Staff
QuadReal will ensure that all employees who interact with the public directly or indirectly will receive training as required to meet service standards.
Training will include:
- An overview of the regulatory requirements for the provision of services to people with disabilities;
- Training on appropriate interaction and communication with people with various types of disabilities;
- Training on how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
- Training on how to use equipment or assistive devices available or otherwise provided by QuadReal that may help with the provision of goods or services to a person with a disability;
- Training on what to do if a person with a disability is having difficulty in accessing our services.
We welcome feedback on our accessibility program and how we are meeting your needs. Anyone can submit feedback and questions in person, by e-mail, or in writing or by any other means:
QuadReal Property Group
Attention: Chief Operating Officer
Telephone: 604 975 9500
Email: [email protected]
If you would like a response to your feedback, please request this in your communication, and indicate if you require a response to be in a particular accessible format.
Upon request, we will provide our Customer Service Accessibility Policy (“the Accessibility Policy”) in a format that takes into account the disability of the person submitting the request.
To complement QuadReal’s present commitments, please see our 5-Year Ontario Accessibility Plan.