For the purposes of this policy, "Disability" means:
"Service animal" means:
"Support person" means:
FreshBooks is committed to excellence in serving all Customers including people with disabilities and we will carry out our functions and responsibilities in the ways:
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. We will also ensure that all Employees are properly trained on how to interact with people with disabilities who are accompanied by a service animal.
We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter FreshBooks’ premises with his or her support person. 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.
In the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities, our Company will provide Customers with notice. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services if available.
FreshBooks will provide training to all Employees who deal with the public and all those who are involved in the development and approvals of customer service policies, practices and procedures. Individuals in customer facing positions will be trained during their on-boarding with FreshBooks.
The purposes of the Accessibility for Ontarians with Disabilities Act (2005) and the requirements of the Customer Service Standard:
Employees will be trained on an ongoing basis, and when changes are made to these policies, practices and procedures.
FreshBooks welcomes any feedback regarding the methods we use to provide services to persons with disabilities. Individuals may provide their feedback in person, by telephone, in writing, or by e-mail to: [email protected]
The HR Team will review and assess all feedback received with respect to FreshBooks’ accessibility practices and policies. If the feedback is in the nature of a complaint, the comment(s) or allegation(s) will be investigated, unless they are made in bad faith, or are frivolous or vexatious. When investigating complaints, those staff who directly interacted with the complainant or those who would typically interact with the complainant, if any, will be asked to comment on the allegation(s) made in the complaint. After reviewing and investigating a complaint, the HR Team will provide a written response to the individual who provided the feedback. Responses shall be provided within a reasonable amount of time and will depend on the complexity of the issues raised.
We are committed to developing policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.
Any FreshBooks policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
If anyone has any questions about this policy, or if the purpose of a policy is not understood, please reach out to us at [email protected]. We are committed to providing world-class service to our customers, and welcome any suggestions that will help us maintain that commitment by improving this policy and the manner in which we provide services to persons with disabilities.
Upon request, FreshBooks shall provide a copy of this policy to any person. When a request for this policy is received, FreshBooks will provide the document or information in a format that takes into account the requestor’s disabilities.