Customer Service Policy

Generali Global Health Services is subject to legislation which has been enacted with the goal of developing standards that would improve accessibility for people with disabilities. Such legislation requires Generali Global Health Services to be in compliance with a number of customer service accessibility standards.

Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Generali Global Health Services is committed to excellence in serving all customers including people with disabilities.

Assistive Devices
We will ensure that our staffs are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.

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

Service Animals
We welcome people 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 our premises.

Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Generali Global Health Services will notify customers promptly. This clearly posted 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.

Services/Facilities include:
- 150 Commerce Valley Drive West, 9th Floor, Thornhill

The notice will be made publicly available at the following location:
- 150 Commerce Valley Drive West, 9th Floor, Thornhill

Generali Global Health Services will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained:

- All Generali Global Health Services employees that interact with the public or third parties such as clients, patients, providers and outside vendors.

Staff will be trained on Accessible Customer Service within 3 months of being hired.

Training will include:

- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Generali Global Health Services plan 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
- How to use the equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities.
- What to do if a person with a disability is having difficulty in accessing Generali Global Health
Services’ goods and services

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

Feedback Process
Customers who wish to provide feedback on the way that Generali Global Health Services provides goods and services can do so in the following ways:

- Verbal feedback over the phone or in person
- Written feedback in letters or email

Customers can expect to hear back in 7 days.

Notice of Availability
Generali Global Health Services will notify the public that our documents related to accessible customer service, are available upon request by posting a notice in the following location(s):

- In the reception waiting room
- On our intranet
- On our company website

Modifications to This or Other Policies
Any policy, practice or procedure of Generali Global Health Services that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

Feedbacks and Questions about the policy
The purpose of this policy is to provide a framework through which Generali Global Health Services can achieve service excellence for people with disabilities. If anyone has questions about this policy or any feedbacks, please contact: 

Human Resources
(905) 669-4333

150 Commerce Valley Drive West
9th Floor
Thornhill, ON
L3T 7Z3