Accessibility Policy (AODA)

Accessibility Policy (AODA) 


At MacDonald & Partners LLP, we are committed to providing accessible and inclusive service to all clients, visitors, and members of the public, including people with disabilities. In compliance with the Accessibility for Ontarians with Disabilities Act, 2005, we have created this policy in two parts to address both the Customer Service Standards (CSS) and the Integrated Accessibility Standard Regulations (IASR).


Customer Service Standards 

Applies to: All client-facing services and interactions, including reception, phone, email, and in-person meetings with clients, prospective clients, or members of the public.


Our Commitments 

We believe that everyone deserves the same opportunity to access our legal services with dignity, independence, and respect. We aim to remove barriers and provide a welcoming environment that reflects these values. We deliver accessible service by: 

  • Communicating in ways that consider individual accessibility needs
  • Welcoming assistive devices, service animals, and support persons
  • Making reasonable accommodations whenever possible 
  • Ensuring that all clients receive consistent and equitable service


Service Animals and Support Persons 

  • Clients who require a service animal are welcome to bring their animal into any public or reception areas of our premises, unless otherwise prohibited by law (e.g., areas where food is prepared or stored).
  • Where a service animal is excluded by law, we will work with the client to explore alternate access and support options.
  • Support persons are welcome to accompany clients at no additional charge.
  • If a matter involves confidential or privileged information, we will confirm consent before sharing any details in the presence of a support person.
  • Where a support person is required for health or safety reasons, we will consult with the individual to find appropriate solutions.


Assistive Devices 

Clients and visitors are welcome to use personal assistive devices to access our services. If requested and where available, our staff will offer alternative formats or methods to support accessibility.


Communication 

We are committed to communicating clearly and respectfully. When needed, we will work with individuals to find formats or methods of communication that best support their needs, including written documents, email, or phone.


Notice of Temporary Disruptions 

If any part of our premises or services becomes temporarily unavailable, we will notify the public as soon as possible. Notices may be posted:

  • At entrances or reception desks 
  • On our website 
  • By phone or email where applicable 


The notice will include: 

  • The reason for the disruption 
  • The expected duration 
  • Information on available alternative services or supports 


Feedback Process 

We welcome feedback on how we provide accessible service. If you have a question, concern, or suggestion, you can contact:


By Email: support@supportpanda.ca

In Writing: 155 University Ave Suite 1700, Toronto, ON M5H3B5

Feedback Form: Available upon request 


All formal feedback will receive a response within five (5) business days. Feedback will be reviewed and addressed in a way that respects privacy and promotes continuous improvement.

AODA