Accessibility Policy



Providing services to people with disabilities


The Poultry Insurance Exchange (PIE) is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.


PIE understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.


PIE is committed to complying with both the Ontario Human Rights Code and the AODA.


We are committed to excellence in serving all customers including people with disabilities.


Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.


Assistive devices


People with disabilities may use their personal assistive devices when accessing our services.  We will ensure that our staff is trained and familiar with various assistive devices that may be used by our customers with disabilities while accessing our services.




PIE will communicate with customers with disabilities in ways that consider their disability.  We will ensure that out staff is trained on how to interact with customers to determine what method of communication works for them.


Service animals


We welcome customers with disabilities and their service animals.  Service animals are allowed on the parts of our premises that are open to the public.


Support persons


A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on the parts of our premises that are open to the public.


Notice of temporary disruption


PIE will provide customers with notice in the event of planned or unexpected disruption of services used by customers with disabilities.  This notice will include information about the reason for the disruption, its anticipated duration and a description of alternative services, if available.




PIE will provide accessible training to:


  • all employees
  • anyone involved in developing our policies
  • anyone who provides services to customers on our behalf


Staff will be trained on accessible customer service immediately after being hired.


Training will include:


  • purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • PIE’s policies 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 PIE’s services


Staff will also be trained when changes are made to our accessible customer service policies.


Feedback process


PIE welcomes feedback on how we provide accessible customer service.  This will help us identify barriers and respond to concerns.


All feedback will be directed to:  David Bethune, General Manager


All feedback, including complaints, will be handled in a timely manner.


Email: or

Telephone: 905-769-0850


PIE will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.


Notice of availability of documents


PIE will notify the public that documents related to accessible customer service, are available upon request by posting a notice on our website


We will provide this document in an accessible format or with communication support, on request.  We will consult with the person making the request to determine the suitability of the format or communication support.  We will provide the accessible format in a timely manner and, at no additional cost.


Modifications to this or other policies


Any policies of PIE’s that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.