Accessibility Policy
Our Commitment
QuadReal is committed to providing a respectful, welcoming, and inclusive environment to all its employees, tenants, residents, and individuals with and without disabilities. We are dedicated to ensuring all services we provide and promote are guided by the principles of dignity, independence, integration, and equal opportunity.
This Accessibility Policy (the “Policy”) is reviewed regularly to ensure we continuously evolve in our pursuit of increasing accessibility for all employees, those we work with, and those we provide services to.
Customer Experience
Communication
QuadReal ensures that people with disabilities have accessible ways to communicate with its teams and provide feedback. When communicating with an individual with a disability, QuadReal employees will consider the individual’s needs and circumstances and provide alternate formats upon request. All communication will be provided in a manner that respects the dignity and independence of individuals with disabilities.
Assistive Devices
QuadReal welcomes all individuals who use mobility aids or assistive devices and ensures that those using devices are not prevented from accessing its goods, services, and facilities. In the event a person with a disability encounters a barrier which may prevent them from equal access, QuadReal employees will use their best efforts to deliver the same service in an equitable way, upon request.
Telephone Services
QuadReal is committed to providing accessible telephone service to all those with whom it conducts business. If telephone communication provides a barrier to a person with a disability, QuadReal will offer to communicate by video, e-mail, or fax.
Service Animals
QuadReal welcomes individuals with disabilities who are accompanied by a Service Animal to access any of its services and facilities. If a Service Animal is excluded by law, QuadReal employees will provide assistance to ensure that the individual is able to access QuadReal services and facilities.
Support Persons
Any person with a disability who is accompanied by a Support Person may access any of our services and facilities with their Support Person.
Notice of Temporary Disruptions
QuadReal will provide notice when there is a temporary disruption in services or facilities that are accessed or may be accessed by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and, if applicable, a description of alternative facilities or services that may be available. Notice will be provided by a variety of methods, depending on the circumstances, and may include postings in clearly visible places such as in the entrances, lobbies, and elevators of our managed buildings.
Training
QuadReal ensures that all employees who interact with the public directly or indirectly receive customer service accessibility training upon being hired. Our training includes:
QuadReal ensures that all employees who interact with the public directly or indirectly receive customer service accessibility training upon being hired. Our training includes:
- An overview of the purposes of the Accessibility for Ontarians with Disabilities Act, the Integrated Accessibility Standards, and the Human Rights Code.
- Training on appropriate interaction and communication with people with various types of disabilities.
- Training on how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
- Training on how to use equipment or assistive devices available or otherwise provided by QuadReal that may help with the provision of accessing our goods, services, and facilities to a person with a disability.
- Training on what to do if a person with a disability is having difficulty accessing our goods, services, or facilities.
- The content of and any updates to QuadReal’s Policy and Accessibility Plan.
Contact
We welcome feedback on our approach to accessibility, including this Policy, our Accessibility Plan, and any other accessibility-related matters. To receive this Policy in a different format, please contact us. We can provide it in print, large print, audio, electronic format, or other agreed upon formats.
Please send your feedback to:
- Email: [email protected]
- Online Request Form: quadreal.com/contact/
- Mail: QuadReal Property Group
Park Place, 666 Burrard Street, Suite 800
Vancouver, BC V6C 2X8
Attention: Accessibility
Date: December 12, 2023
Jamie Gray-Donald, SVP, Sustainability and EH&S
