Intuit Canada ULC (“Intuit” or the “Company”) is committed to ensuring that we provide services to our customers with disabilities in an accessible manner, and in a way that respects the dignity and independence of those individuals. This Ontario Accessible Customer Service Policy (the “Policy”) establishes policies, practices and procedures relating to our provision of goods and services to customers and other third parties in Ontario.
Intuit’s Multi-Year Accessibility Plan (.pdf) describes the programs and actions that have improved accessibility since 2020 and future plans to 2026.
Accessible Communications
Intuit will communicate with individuals with disabilities in a manner that takes into account their disabilities. Specifically, in determining the appropriate method and form of communication, we will take into account accessibility needs resulting from disabilities.
Service Animals
The Company welcomes individuals with disabilities who use service animals. Service animals are allowed in any parts of our Ontario premises that are open to the public or other third parties, in accordance with applicable laws.
Support Persons
Individuals with disabilities who require the assistance of a support person will be allowed to have that support person accompany them on Company premises. No additional fees will be charged for support persons.
Assistive Devices
Customers and other individuals with disabilities may use their own assistive devices to access goods and services provided by Intuit. To the extent required, the Company will ensure that our staff members are trained and familiar with various assistive devices that may be used by individuals when accessing our services and any assistive devices made available by the Company.
Notice of Temporary Disruptions
In the event of a planned or unexpected disruption to services or facilities that may be used by individuals with disabilities to access services, the Company will notify individuals of the disruption promptly. The notice will advise individuals regarding the reason for the disruption, its anticipated duration and provide a description of alternative services or facilities available, if any.
The notice will be posted and/or communicated to individuals with disabilities in a manner that is reasonable in the circumstances.
Training of Staff
Intuit will provide training to staff who deal with customers or other third parties, and those who are responsible for customer service policy development, as required by applicable laws.
In general terms, such training will include the following components:
- An overview of applicable laws related to the provision of services to individuals with disabilities;
- An overview of the Policy and any other practices, policies or procedures developed by the Company with respect to the provision of services to individuals with disabilities;
- Information regarding how to interact and communicate with individuals with various types of disabilities, including interaction with individuals who use assistive devices, support persons and/or service animals;
- Instruction on how to use any assistive devices that the Company may have available to assist individuals with disabilities to access services from Intuit; and
- Instruction on what to do if an individual with a disability is having difficulty accessing Company services.
Intuit will provide required training in connection with changes to the Policy or any other related policies, practices or procedures.
The Company will endeavor to ensure that new hires are provided with training within approximately 60 of days following their start dates.
Feedback Process
The Company is committed to hearing and responding to feedback. Customers and other third parties are encouraged to provide feedback on the way we provide services to individuals with disabilities. Please send your feedback to: accessibility-feedback@intuit.com
Individuals can generally expect a response or preliminary response to their feedback within 1 business day of receipt by the Company of the feedback, if the nature of the feedback requires a response. In responding to feedback, Intuit will take such steps as are necessary to rectify any issues or concerns raised in a manner consistent with the Policy and our commitment to providing accessible customer service. Depending on the circumstances, such steps may include requesting additional information from the individual providing the feedback, investigating specific complaints and/or providing documentation or communications in accessible formats. The Company will advise the individual providing the feedback of the results of the feedback review process as appropriate in the circumstances.
Distribution of Policy
The Company will provide a copy of the Policy to individuals requesting it, in an accessible format if required. We will provide notice to our customers of this Policy by posting it on Intuit.ca web site.
Modification to Other Policies
Any policy of the Company that does not respect and promote the dignity and independence of individuals with disabilities will be modified or removed.
