1. Our mission
The mission of the Toronto Military Family Resource Centre (TMFRC) is to provide Military Families living in the GTA and surrounding regions with effective support and services that meet their unique needs.

2. Our commitment
In fulfilling our mission, the TMFRC strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

3. Providing goods and services to people with disabilities
The TMFRC is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

3.1 Communication
We will communicate with people with disabilities in ways that take into account their disability. We will train staff and volunteers who communicate with customers on best practices of how to interact and communicate with people with various types of disabilities.

3.2 Telephone Services
We are committed to providing fully accessible telephone service to our customers. We will train staff and volunteers to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customer by e-mail, in large print if telephone communicating is not suitable to their communication needs or is not available.

3.3 Assistive devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff and volunteers are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services. We will also ensure that staff/volunteers know how to use assistive devices available on our premises for our customers.

4. Billing
We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request:

• Hard copy/ electronically
• E-mail
• Large Print
• Verbally (with a copy of the bill for the customer)

We will answer any questions customers may have about the content of the invoice in person, by telephone, or email.

5. Use of service animals and support persons
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 staff, volunteers and others dealing with the public 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 accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter TMFRC’s 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. Fees will not be charged for support persons for admission to TMFRC’s premises. Customers will be informed of this by a notice that will be posted on TMFRC’s premises and website.

6. We will make every effort to notify person’s with disabilities of all temporary disruptions in service areas.

7. We are currently establishing a process for receiving feedback on how we provide service to customers with disabilities, and how we will respond to feedback and take action on any complaints. We will make all information about our feedback process readily available to the public.