Moneris Solutions Corporation and Moneris Services Corporation (collectively, “Moneris”) are committed to excellence in providing goods, services and facilities that meet or exceed the expectations of all our customers, clients and all those who may access our goods, services and facilities including people with disabilities. In alignment with this commitment, this statement and the accompanying information are intended to meet the requirements of applicable legislation including the Integrated Accessibility Standards Regulation 191/11 under the Accessibility for Ontarians with Disabilities Act, 2005.
All goods, services and interactions provided by Moneris shall follow the principles of dignity, independence, integration and equal opportunity, taking into account each person’s accessibility needs.
This commitment is supported by Moneris’ Mission, Vision, Promise and Values.
Moneris will continually invest in the people and the technologies that drive cost efficiencies and provide superior payment solutions to our customers.
Winning for our customers by winning with each other.
Moneris ensures that all customers and the public have access to provide feedback on the goods, services or facilities Moneris provides to a person with disability including but not limited to the process in which feedback is provided.
Feedback can be submitted to Moneris as follows:
In the event, a complaint is received in relation to the manner in which Moneris provides goods, services or facilities to persons with disabilities, Moneris will address the complaint in a timely manner such a way that the principles of dignity, independence, integration and equal opportunity are maintained, taking into account each person’s accessibility needs.
Upon request, Moneris will provide documents, or will arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person’s accessibility needs due to disability. Documents or the provision of accessible formats will be made available at a cost that is no more than the regular cost charged to other persons.
Accessibility formats may include but is not limited to:
Moneris will consult with the person making the request in determining the suitability of an accessible format or communication support.
Moneris Solutions Corporation and Moneris Services Corporation (collectively, “Moneris”) are committed to excellence in serving all customers including people with disabilities. This policy is intended to meet the requirements of applicable legislation including the Integrated Accessibility Standards Regulation 191/11 under the Accessibility for Ontarians with Disabilities Act, 2005.
Employees, volunteers, participants in the development of Moneris’ policies, and persons providing goods, services or facilities on behalf of Moneris should read and understand this Policy thoroughly.
Each employee is responsible for familiarizing himself or herself with this Policy and any employee who fails to meet the standards established in the Policy will be subject to corrective action, which may include immediate or eventual dismissal. It is also important to understand that a violation of certain provisions of this Policy may also be a violation of law and subject to administrative and civil liability.
Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
Disability – the term disability refers to:
Service Animal – means a service animal for a person with a disability if:
Support Person – means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.
Moneris will use reasonable efforts to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Moneris. In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services.
A customer, client or other person with a disability that is accompanied by service animal will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to service animals.
The customer that is accompanied by a service animal is responsible for maintaining care and control of the animal at all times.
If the use of a service animal is a health and safety concern, for example in the form of a severe allergy to the animal, or if the service animal is otherwise excluded by law, Moneris will use reasonable efforts to meet the needs of all individuals. When possible, Moneris will offer alternative methods to enable the person with a disability to obtain, use or benefit from the goods or services, for example, securing the animal in a safe location and offering the guidance of an employee.
If a customer, client or other person with a disability is accompanied by a support person, Moneris will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person. Moneris may require that a person with a disability be accompanied by a support person, where necessary to protect the person’s health and safety, and where no reasonable alternatives are available.
In situations where confidential information might be discussed in the presence of a support person, the customer’s consent will be obtained prior to any conversation where confidential information might be discussed.
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Moneris. In the event of any temporary disruptions to facilities or services that customers, clients or other persons with disabilities rely on to access or use Moneris' goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
Notice of the disruption will include the following information unless it is not readily available or known:
When disruptions occur Moneris will provide notice by:
Moneris shall provide customers, customers and other persons with the opportunity to provide feedback on the goods or services provided to those with disabilities.
Feedback can be submitted to Moneris Solutions:
Training will be provided to:
Regardless of the format, training will cover the following:
Moneris will ensure training is provided to all Moneris personnel (including employees, volunteers, agents and/or contractors or other third parties that act on behalf of Moneris Solutions) who deal with customers, third parties or the public. Revised training will be provided in the event of changes to legislation, procedures and/or practices.
Customers may access documents related to the Accessibility Standard for Customer Service upon request and is accessible in a format that takes into account the customer's disability. Notification will be given by posting the information in a conspicuous place owned and operated by Moneris Solutions, Moneris Solutions’ website and/or any other reasonable method as is reasonable under the circumstances.