Accessible Formats and Communication Supports Policy

Purpose

Everyone should be able to read what we send, follow what we say and tell us what they need. This policy explains how to ask NEO for information in an accessible format or for a communication support, and how to give us feedback about accessibility. It is also our notice to the public, under Ontario's accessibility standards, that these formats and supports are available.

It works alongside our Accessibility Policy, which covers assistive devices, service animals, support persons and notice of disruptions. Our Accommodation in Legal Proceedings Policy explains how we help clients get accommodation from courts and tribunals.

Who can ask

Anyone with a disability who deals with us: clients, people who contact us or book a consultation, visitors to our website, and anyone else we communicate with. You don't need to be a client, and you don't have to share a diagnosis. We need to know what helps, not why.

What you can ask for

Accessible formats present information in another way, for example:

• large print, or an electronic document whose text you can enlarge;
• an electronic copy that works with a screen reader;
• a plain-language summary, alongside the full document;
• a document read aloud or explained to you, by phone, by video or in person.

Communication supports help us understand each other, for example:

• plain language, and more time to ask questions and give instructions;
• a written summary of a meeting, a call or important advice;
• communicating by email, by message in the client portal, by phone or through a relay service, whichever works best for you;
• a meeting by phone or video instead of in person, or the other way round;
• a sign language interpreter for a meeting with us, arranged with you.

How to ask

Tell us what you need in any way that suits you: by email, by phone, by a message in the client portal, by letter, in person, or through someone you choose to help you. You can ask at any time, and as often as you need to.

What we do

1. We ask what works for you. We talk with you about which format or support suits your needs, and agree on it with you.
2. We provide it in time. We provide it, or arrange it, in a timely way that takes your needs into account, with any deadline or hearing in your matter in mind.
3. No extra cost. You pay nothing extra for an accessible format or a communication support you need because of a disability, including a sign language interpreter for a meeting with us. Interpreters for other languages are covered by our Interpreters and Translation Policy.
4. If something can't be converted. If information can't be put into the format you asked for, we tell you why and give you a summary of it in a way that works for you.
5. We remember what works. With your agreement, we note what works for you on your file, so you don't have to ask again.
6. Confidentiality. What you tell us about your needs is kept confidential, and shared only as far as needed to provide the format or support, for example with an interpreter.

Documents we don't control

Some documents belong to others, such as court and tribunal forms and decisions, and documents from the other side. We can't change them, but we can read and explain them to you in a way that works for you, and help you ask the court, tribunal or organization concerned for an accessible version. If you need a support at a hearing, such as a sign language interpreter, we ask the court or tribunal for it with you, under our Accommodation in Legal Proceedings Policy.

Feedback

We welcome feedback on how we provide accessible service, including on this policy. You can give it in whatever way works for you: by email, phone, letter, a message in the client portal, in person, or through someone else. We can give you our feedback process itself in an accessible format, and we reply in the way you prefer. If your feedback is a complaint, we also follow our Client Complaints Policy.

Review

This policy is reviewed at least once a year, and whenever the Law Society's By-Laws or rules change. The principal approves every change. We also review it whenever Ontario's accessibility standards change.

Questions

Email info@neolegalservices.com, call 647-200-3526 or toll-free 888-519-2435, or write to us at Unit 236, 1099 Kingston Road, Pickering, Ontario L1V 1B5.