our commitment


custom service policy

Panoramic Properties Inc. ("Panoramic") is committed to providing persons of all abilities and all tenants with goods and services in accordance with the Accessibility for Ontarians with Disabilities Act, 2005;


Disability is defined according to the Accessibility for Ontarians with Disabilities Act 2005 (the "Act") as:

a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,

b) a condition of mental impairment or a developmental disability,

c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,

d) a mental disorder, or

e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997; ("handicap")

Service Animal is a service animal for a person with a disability,

a) if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or

b) if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability. O. Reg. 429/07, s. 4 (9).

Support Person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services. O. Reg. 429/07, s. 4 (8).


Panoramic shall implement and update this policy and related procedures as appropriate and in accordance with its obligations under the Act. Managers/Supervisors will ensure that employees and any third party who report to them or conduct business on their behalf are trained on accessible customer service following certain approved corporate standards. The Officers/Directors and Managers/Supervisors will ensure that procedures under this policy are communicated to staff and are carried out consistently within Panoramic and that training where appropriate is provided to all those providing services on Panoramic's behalf;

Employees will ensure that accessible customer service is provided to all customers in accordance to the customer service policy and related procedures. When communicating with a person, Panoramic will take into account the person's needs. For example, when providing a document to a person, Panoramic will provide the document or the information contained in the document in a format that takes the person's needs into account.

Panoramic is committed to providing accessible customer service to persons who have disabilities. Panoramic will make reasonable efforts to ensure that this Policy and related practices and procedures follow the following core principles:

Dignity: Service is provided in a respectful manner consistent with the needs of the individual and respects the person's independence while respecting their right to safety and personal privacy;

Equity: Service outcomes are the same for all persons of all abilities; the Service allow people of all abilities to fully benefit from the same services in the same place and in the same way;

Sensitivity: Service is provided in a manner that is respectful to an individual's needs and is sensitive to delivery in a timely manner, considering the nature of the services and the accommodations provided.

Communication: Service is communicated in a manner which takes into account the person's needs. When providing a document to a person or the information contained in the document, in a format that takes into account the person's needs.

Aids to Promote Accessibility:

Assistance Devices: A person with a disability may provide their own assistive device for the purpose of using and benefiting from Panoramic's goods and services unless otherwise prohibited by law (i.e.: municipal by-law, health and safety reasons). Panoramic will provide training and information to all employees on various assistive devices that are available at the residential complex for its customers.

Service Animals: People with disabilities who live in one of Panoramic's residential complexes or who are visiting a tenant of the complex and are accompanied by a service animal, shall be permitted to enter except where prohibited by law.

Support Persons: People with disabilities who live in one of Panoramic's residential complexes or who are visiting a tenant of the complex and are accompanied by a Support Person, shall be permitted to enter except where prohibited by law.

In the event of a temporary disruption in services and facilities, Panoramic shall make reasonable effort to provide a notice of the disruptions to the public including information about the reason for the disruption, its duration, and description of alternate services of facilities, that may be available. Panoramic will make reasonable efforts to provide notice of the disruption to the public, by posting a notice in a visible place and/or on the company website.

Communication and Education:

Panoramic will deliver copies of this customer service policy to all of its employees and others who deal with the public on its behalf. Panoramic shall provide this Policy and other any forms created pursuant to the Customer Service Standard in a format that takes into account the disability of the person submitting the request. Panoramic shall also make efforts to deliver training to all employees who deal with providing service to its customers and it make continued efforts to update and educate its employees on improving services to individuals of all abilities and on the company's customer service accessibility standards. Training will include teaching employees how to communicate and be sensitive to people with various types of disabilities; Training on assisting in providing access to services for those having difficulty along with training on how to use assistive devices which are available to customers accessing Panoramic's goods and services.

Feedback about the delivery of goods and services to persons with disabilities may be given by telephone, in person, in writing, or online. All feedback will be kept in strict confidence and will be used to improve customer service. Should you wish to communicate your comments or concerns relating to the company's accessibility customer service policy, please do so in writing by way of mail to:

Panoramic Properties Inc. :8485 Montrose Road, Niagara Falls, ON L2H 0A6;

or by way of telephone to: 1-855-371-1201;

or by way of e-mail to: info@panoramicproperties.ca.