"OADA" Client Service Policy

ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT, 2005 "AODA" CLIENT SERVICE POLICY

Davidson Funeral Home strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

Davidson Funeral Home is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

Assistive devices

We are committed to serving people who need assistive devices to obtain, use or benefit from our goods and services.

Communication

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

Service animals

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties.

Support persons

We are committed to welcoming people with disabilities who are accompanied by a support person. No person with a disability who is accompanied by a support person will be refused entry into Davidson Funeral Home premises. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities or services usually used by people with disabilities, Davidson Funeral Home will notify customers promptly. This notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be placed at the main entrance of our building.

Training

Davidson Funeral Home will provide training to employees who deal with the public or other organizations on behalf of Davidson Funeral Home and all those who are involved in the development and approval of client service policies, practices and procedures. This training will be provided to employees on their start date with the Company.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the client 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 Davidson Funeral Home services

Feedback process

The ultimate goal of Davidson Funeral Home is to meet and surpass client expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Customers who wish to provide feedback on the way Davidson Funeral Home provides goods and services to people with disabilities can email directly to mccormackdfh@cogeco.net. Customers can expect to hear back within 48 hours. Complaints will be addressed according to our Company's regular complaint management procedures.

Modifications to this or other policies

Any policy of Davidson Funeral Home that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities in accessing our good and services will be modified or removed.

Questions about this policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has questions about this policy, kindly contact Mark McCormack at 905-834-4833 or email mccormackdfh@cogeco.net.