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Franklin Templeton Investments Canada (“Franklin Templeton”) is committed to excellence in customer service, and to providing our products and services in a way that respects the dignity and independence of persons with disabilities.
For purposes of this policy, Franklin Templeton includes Franklin Templeton’s Canadian subsidiaries, Fiduciary Trust Company of Canada and FTC Investor Services Inc.
We are also committed to ensuring that customers with disabilities receive accessible products and services with the same quality and with similar timeliness as others do.
Providing products and services to people with disabilities
Franklin Templeton employees or others located both in and outside of Ontario, and who provide goods, services, or facilities to Ontarians on behalf of Franklin Templeton are required to abide by this policy. This policy does not encompass service to employees or internal partners; these are addressed in our Accessibility Plan, within the Employment Standard.
We will communicate with people with disabilities in ways that take into account their disability.
We will train all employees and others who communicate with customers on Franklin Templeton’s behalf on how to interact and communicate with people with various types of disabilities.
We are committed to providing fully accessible telephone service to our customers. We will train employees to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by email, instant message conversation, or relay services if telephone communication is not suitable for a customer’s communication needs or is not available.
We are committed to providing accessible statements to all of our customers. For this reason, statements will be provided in the following formats upon request and wherever possible: large print hard copy or email, email with text only electronic file that works with screen reading software, or review during in-person meeting with a customer service representative.
Notice of temporary disruption
Franklin Templeton will provide customers with notice in the event of a planned or unexpected disruption to the services or facilities usually used by people with disabilities (e.g., a disruption to customer services phone lines, website, or physical access to a Franklin Templeton location). This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
The notice will be placed on our website www.franklintempleton.ca and at reception desks in our various offices.
Use of assistive devices, service animals and support persons
We are committed to serving people with disabilities who use assistive devices (e.g., wheelchairs, canes, walkers, oxygen tanks, hearing aids, other) to access our products and services.
We will ensure that our employees are familiar with various assistive devices that may be used by customers with disabilities while accessing our products or services.
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public and other third parties. We will ensure that all employees are properly trained in how to interact with people with disabilities who are accompanied by a service animal. It is the responsibility of the person with a service animal to control the animal at all times.
In the event that an employee or other customer is allergic to animals, alternative arrangements will be arranged.
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 our 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. Additionally, people with disabilities may opt not to have their support person present, unless there is an overriding health and safety concern.
Training for employees and others
Franklin Templeton will provide training on accessible customer service to all employees, and others who provide customer service on Franklin Templeton’s behalf or who are involved in the development and approvals of Franklin Templeton’s customer service policies, practices and procedures. Those who commence new duties that involve interaction with the public or other third parties will undertake training as part of their orientation, if they haven’t already done so.
Training will include:
- A review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Accessibility Standards for Customer Service (Ontario Regulation 191/11);
- How to interact and communicate with people with various types of disabilities;
- How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
- How to use the equipment or devices available on our premises, where provided, that may assist with the provision of products or services to people with disabilities;
- What to do if a person with a disability is having difficulty in accessing our products or services; and
- Our policies, practices and procedures relating to the provision of products or services to people with disabilities.
Employees and others will be trained, as appropriate, on policies, practices and procedures that affect the way products and services are provided to persons with disabilities. They will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
Feedback process and questions about this policy
Franklin Templeton welcomes feedback, including feedback about the delivery of our products and services to people with disabilities and our feedback process.
All feedback and/or questions regarding this policy will be directed to the appropriate person. We welcome your questions or comments and will make every effort to respond to your inquiry within two business days. Complaints will be addressed according to our organization’s regular complaint management procedures.
Customers may submit feedback to our Customer Service Officer as follows:
- Email: firstname.lastname@example.org
- Telephone: call our Customer Service department at 1-800-387-0830
Customer Service Officer, Franklin Templeton Investments Canada
5000 Yonge Street
Modifications to this or other policies
We are committed to developing customer service 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 policy of Franklin Templeton that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.