Accessibility
FXR Accessibility Policy
FXR is committed to achieving accessibility and meeting the needs and abilities of all. FXR values diversity and believes in inclusion and strives to provide its goods and services and access to its premises in a way that respects the dignity and independence of its customers and employees. FXR is committed to meeting the requirements of all applicable accessibility legislation and standards across the jurisdictions in which it operates, including Canadian, American, and international requirements.
Meeting Communication Needs
FXR will meet the communication needs presented by their customers and employees through training and by offering to communicate in different ways, and taking time to understand and respond to what is needed. Signs, documents and electronic communication will use plain language and be easy to read.
Assistive Devices
Persons with disabilities may use their own assistive devices when accessing FXR’s goods, services or premises and FXR will train its employees in appropriate interactions involving an assistive device.
In cases where the assistive device presents significant and unavoidable health or safety concerns FXR will attempt to use other measures to ensure that the person can have meaningful access.
Service Animals
FXR will welcome people with disabilities and their service animals. A customer with a disability who is accompanied by a guide dog or service animal will be allowed access to premises that are open to the public unless otherwise excluded by law. In the event that a service animal is prohibited by law from the premises, FXR will ensure that other measures are available to enable the person with a disability to obtain, use or benefit from our services.
The customer who is accompanied by a guide dog or service animal is responsible for maintaining care and control of the animal at all times. FXR reserves the right to ask an out-of-control service animal to be removed from the premises.
If a health and safety concern presents itself, for example, in the form of a severe allergy to the animal, FXR will make all reasonable efforts to meet the needs of all individuals, up to the point of undue hardship.
If it is not obvious that an animal is a service animal and there are concerns about the need for the animal to be accompanying the customer or employee onto the premises, FXR may ask whether the dog is assisting the customer with a disability or what benefit the dog has been trained to provide.
Support Persons
FXR welcomes support persons and ensures space is made available for support persons so that the customer has access to their support person at all times. Employees are trained to deal with both the customer and the support person respectfully, which includes addressing the customer directly requested by the customer to do otherwise. If confidential information may be discussed, FXR will obtain the customer’s consent to have that discussion in the presence of the support person.
Notice of Service Disruptions
If FXR’s ability to provide accessibility features is disrupted, FXR will do its best to provide notice of that disruption including the reason for the disruption, the anticipated duration and whether there are other ways to access our goods, services and/or premises.
Customer Feedback
FXR shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Verbal feedback (in person or by telephone) or written (handwritten, delivered, website, or e-mail) will be welcomed.
Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Customers can submit feedback to the Customer Service team at:
Training
Training is provided as part of the onboarding process and is regularly refreshed with existing employees and volunteers. Feedback on FXR accessibility features and practices is addressed in regular staff meetings.
