Our Commitment to Accessible Client Service

Cougar Global is committed to serving all clients including providing clients with disabilities equal access to our service offerings. We believe in the principles of dignity, independence, integration and equal opportunity when serving people with disabilities. Our accessibility policy includes the following:

Assistive Devices
Cougar Global ensures that our employees are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our services and facilities.

Service Animals
Clients with disabilities who depend on service animals for assistance are welcome at our firm. Service animals are allowed on the parts of our premises that are open to the public; however, it is the responsibility of the person with the disability to ensure that his or her service animal is kept in control at all times.

Support Persons
A person with a disability who is accompanied by a support person will be welcome to have that person accompany them on our premises.

Service Disruptions
We will provide clients with notice in the event of a planned or unexpected disruption in facilities or services used by clients. Notices will include information about the reason for the disruption; the anticipated duration of the disruption; and a description of alternative facilities or services, if available.

Notices will be placed at all public entrances or reception counters located on the premises, and if appropriate, websites and/or outgoing telephone messages.

Training
Cougar employees are trained on our accessible client service policy. The training includes: a review of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the customer service standard; how to interact and communicate with persons with various types of disabilities; how to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person; how to use equipment or devices available on premises or otherwise provided by Cougar Global that may assist with the provision of services to clients with disabilities; and what to do if a person with a particular type of disability is having difficulty accessing the provision of goods and services.

New employees are trained as soon as practical following their date of hire, as well as when changes occur to applicable policies, procedures and practices.

All documents required by the Accessibility Standards for Customer Service will be available upon request, subject to privacy protection laws. When providing such documents to a person with a disability, Cougar Global will provide the document, or the information contained in the document, in a format that takes into consideration the person’s disability.

Feedback
We are committed to providing high quality service to all of our clients. Please let us know how we can serve you better. Feedback from clients about the delivery of services to persons with disabilities may also be given in confidence by:

• Telephone at 1-800-387-3779
• By email to info@cougarglobal.com
• In person or in writing — 357 Bay Street Suite 1001, Toronto Ontario M5H 2T7