Frank Cowan Company has changed its name to Intact Public Entities. You will continue to work with the same team and have access to the same insurance program and value-added services that you have come to trust over our nine decades of operation.

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Accessibility

Intact Public Entities will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

  • ensuring that all customers receive the same value and quality;
  • allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
  • using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
  • taking into account individual needs when providing goods and services; and
  • communicating in a manner that takes into account the customer's disability

Intact Multi-Year Accessibility Plan
 

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Intact Public Entities.

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services.


A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law.


If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Intact Public Entities will make all reasonable efforts to meet the needs of all individuals.


If a customer with a disability is accompanied by a support person, Intact Public Entities will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.


When disruptions occur Intact Public Entities will provide notice by:

  • posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the Intact Public Entities website; or
  • by any other method that may be reasonable under the circumstances.

When disruptions occur Intact Public Entities will provide notice by:

  • posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the Intact Public Entities website; or
  • by any other method that may be reasonable under the circumstances.

Intact Public Entities shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available on our website or at reception. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.


Clients can submit feedback to:
Human Resources
1-800-265-4000
278 Pinebush Road, Suite 200
Cambridge, ON N1T 1Z6
[email protected]

Clients that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.


Training will be provided to:

  • all employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of (Business Name); for example: salespersons, drivers, vendors, event operators, call centers and third party marketing agents; and,
  • those who are involved in the development and approval of customer service policies, practices and procedures.

Intact Public Entities shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer's disability. Notification will be given by posting the information in a conspicuous place owned and operated by Intact Public Entities, or the website and/or any other reasonable method.


If you have any questions or concerns about this policy or its related procedures please contact:
Human Resources
1-800-265-4000
278 Pinebush Road, Suite 200
Cambridge, ON N1T 1Z6
[email protected]

This policy and its related procedures will be reviewed as required in the event of legislative changes.