Accessibility policy 

Our Commitment

Mercer is committed to providing its 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 services and allowing them to benefit from the same services, in the same place and in a similar way as other clients.

Providing Goods and Services to Persons with Disabilities

Mercer is committed to excellence in serving our diverse user community, including persons with disabilities. We will carry out our functions and responsibilities in the following areas:
  • Communication
    Mercer will communicate with people with disabilities in ways that take into account their disabilities. Employees who communicate with clients will be trained on how to interact and communicate with people with various types of disabilities.
  • Telephone Services
    Fully accessible telephone service will be provided to our clients. Our employees will be trained to communicate with clients over the telephone in a clear and plain language and to speak clearly and slowly. If telephone is not suitable, we will offer to communicate with clients by other electronic communication, mail or in person.
  • Web Content

    We are committed to digital accessibility and to conforming to the  Web Content Accessibility Guidelines. We evaluate and audit our digital products on an ongoing basis in accordance with best practices. We have technology available for customers who have trouble typing, gesturing, moving a mouse or reading.


    Please note that our websites may link to, or interface with, third-party websites that we do not control and are not affiliated with directly. We evaluate our vendors’ compliance with accessibility guidelines as part of our procurement process.

  • Assistive Devices
    We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. Mercer employees will receive training so they may be familiar with various assistive devices that may be used by clients with disabilities while accessing our goods or services.
  • Service Animals and Support Persons
    We welcome people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. We also welcome 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. Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.
  • Notice of Temporary Disruption
    Clients will receive as much notice as possible in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities, such as accessible offices, lifts, ramps or elevators. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if any, that are available, as well as contact information to make alternative arrangements. Notice will typically be placed at all public entrances to our premises and on our website, and may also be located at service counters.
  • Training for Employees

    All employees and others who deal with the public or other third parties on our behalf, and all those who are involved in the development and approvals of client service policies, practices and procedures will receive training, including the following:

    • A review of the purpose and requirements of the Accessibility for Ontarians with Disabilities Act (AODA).
    • How to interact and communicate with people with various types of disabilities, including people 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 the premises, on our websites or otherwise that may help with the provision of goods or services to people with disabilities.
    • What to do if a person with a disability is having difficulty in accessing Mercer’s goods and services.
    • A review of policies, practices and procedures relating to accessibility.

Our Policy

For more information on AODA, including the customer service standard and Web Content Accessibility Guidelines, visit
  • Modifications to This or Other Policies
    We are committed to developing policies that will 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 Mercer that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
  • Questions about this Policy
    This Policy exists to deliver service excellence to people with disabilities. If you have a question about the Policy, or if the purpose of the Policy is not understood, an explanation will be provided by the Accessibility Officer at Mercer (see below for contact information).
  • Availability of Documents
    In addition to this online version of Mercer’s policy statement, the Policy and all other documents required by the AODA customer service standard related to Mercer’s policies, practices and procedures on providing services to persons with disabilities can also be obtained by contacting the Accessibility Officer. This documentation will be made available upon request to persons with disabilities in a format that takes into account their disability without additional charge. The length of time it will take to provide information in alternative formats will depend on the format requested. Every effort will be made, however, to process requests in a timely fashion.

Your Feedback Matters

Feedback regarding the way Mercer provides goods and services to people with disabilities can be made by using the process outlined below. All feedback is taken seriously and each communication is directed to the responsible department for review and necessary action.
  • Feedback Process

    If you have a problem, issue or feedback of any sort, we encourage you to contact us following the process outlined below.

    Step 1

    To help us resolve your situation quickly, please gather all the relevant information, such as:

    • Your preferred method of reply: mail, email or phone (if phone, when is the best time to call)
    • Date(s) of occurrence
    • Supporting statements or documents, if any
    • The names of any specific employees involved
    • Brief overview of the situation that occurred
    • Names of any individuals involved

    Step 2

    Contact our Accessibility Officer:
    Telephone number: 1 416 868 2000
    Fax: 1 416 868 7671


    120 Bremner Blvd., Suite 800
    Toronto, ON M5J 0A8
    Attention: Accessibility Officer

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